SHARON WILSON
Waldorf,MD
Summary
Accomplished manager with 8 years of leadership experience in customer-centric environments. Demonstrated success in leading top-performing teams, increasing customer satisfaction by 53%, and optimizing operations. Skilled in team building, strategic planning, and CRM. Focus on fostering a culture of accountability, motivation, and service excellence to drive operational growth and team empowerment. Proven track record of overseeing daily operations, supervising a 23-person team, and achieving significant improvements in Customer Satisfaction Index scores. Implemented performance metrics and coaching systems resulting in a 40% increase in employee engagement and productivity.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sale Associate
Ap Fairfax
04.2025 - Current
- Engaged with customers to effectively build rapport and lasting relationships.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
Operations Manager / Assistant Service Manager
Banister/ Sheehy Ford
01.2020 - 01.2025
- Improved Customer Satisfaction Index (CSI) scores by 53% through targeted service strategies and enhanced communication protocols.
- Trained and mentored new staff, reducing onboarding time by 30% and increasing overall team readiness.
- Maintained customer relationships, achieving consistent positive feedback and repeat business growth.
- Introduced CRM system enhancements that improved customer data accuracy and follow-up rates.
Customer Relations Manager
Sheehy Ford
01.2018 - 01.2020
Field Manager - Workforce Development / Client Services
Synergy One
01.2012 - 01.2015
- Conducted field visits, job fairs, and workshops to provide on-the-ground support, motivation, and accountability to job seekers.
- Maintained a high placement rate by identifying barriers to employment and implementing tailored solutions for diverse client populations.
- Built relationships with local employers, training providers, and community partners to expand job placement opportunities and program access.
- Successfully guided hundreds of clients through resume development, interview preparation, and job readiness training.
Education
No Degree - Dental Hygiene
Fortis College
North Englewood, MD 2078510-2012
Skills
- Negotiation
- Communication
- Performance Management
- Interpersonal Skills
- Adaptability & Initiative
- Operational Efficiency
- Analytical
- Critical Thinking
- Time-management
- Active Listening
- Training & Mentorship
- Resourcefulness
Accomplishments
- Raised CSI scores by 53% within 12 months
- Managed and motivated a 23-person team through major operational changes
- Improved team retention by implementing performance recognition programs
- Recognized by senior leadership for outstanding customer relationship improvement
- Led the progression of apprentices into fully certified technicians, fostering team growth and capability.
Certification
certifications through Ford motor
Timeline
Sale Associate
Ap Fairfax
04.2025 - Current
Operations Manager / Assistant Service Manager
Banister/ Sheehy Ford
01.2020 - 01.2025
Customer Relations Manager
Sheehy Ford
01.2018 - 01.2020
Field Manager - Workforce Development / Client Services
Synergy One
01.2012 - 01.2015
No Degree - Dental Hygiene
Fortis College
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