Salesforce
Hi, I’m
Shawn A. Newton
Atlanta,GA
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Executive-level leader with a strong record of advancing strategic priorities through cross-functional alignment, governance, executive communications, and operational execution. Recognized for translating complex business objectives into clear plans, scalable processes, and high-impact communications that strengthen enterprise performance, decision-making, and organizational effectiveness.
Results-driven professional with solid track record in process optimization and operational leadership. Known for fostering collaborative team environments and achieving impactful outcomes. Reliable and adaptable, with keen focus on process improvement and quality management.
Overview
21
years of professional experience
2
Certification
Work History
AT&TAtlanta, GA
Senior Quality / Methods & Procedures / Process Leader
01.2024 - Current
Job overview
- Lead enterprise-wide quality, process, and communication strategies that align executive priorities with business execution across sales, operations, compliance, and customer experience.
- Drive governance, stakeholder alignment, and operational consistency across cross-functional teams to improve execution discipline, reduce friction, and strengthen accountability.
- Translate complex priorities into scalable processes, executive communications, and actionable guidance for business leaders and subject matter experts.
- Senior Sales Compensation Communications and Training Leader
- Directed compensation communications and training strategy across four sales channels, ensuring clarity, consistency, and enterprise alignment.
- Delivered high-visibility updates to more than 25,000 employees and senior stakeholders, translating complex plan changes into actionable guidance.
- Analyzed compensation plan effectiveness, compliance, and payout accuracy to support informed decision-making and operational reliability.
- Designed and executed programs aimed at increasing employee morale and promoting higher levels of productivity.
- Developed and executed training programs, enhancing team efficiency and productivity.
- Led cross-functional teams to implement process improvements across operational workflows.
AT&TAtlanta, GA
Manager, Network Operations / Customer Service
01.2005 - Current
Job overview
- Led and developed a high-performing team of 12–15 employees, driving accountability, service excellence, and leadership capability.
- Improved quality performance to 98.9% accuracy while reducing average handle time by 156 seconds through targeted coaching and process optimization.
- Reduced transfer rates to 20% below company standard, creating a more seamless customer experience and improving operational efficiency.
- Mentored 14 employees into advanced roles, strengthening bench strength and supporting long-term talent growth.
- Led cross-functional teams to implement strategic initiatives and improve operational efficiency.
- Developed and executed training programs to enhance staff performance and customer service skills.
Education
Johnson & Wales UniversityProvidence
MBA from Global Business Leadership
05-2005
Skills
- Core Leadership
- Strategic Planning Executive Communications Stakeholder Management Governance
- Operational Excellence
- Operational Excellence Cross-Functional Leadership Process Improvement Organizational Effectiveness
- Tools & Enablement
- AI Enablement Salesforce Asana Adobe Creative Cloud Canva
- Certifications
- Certified Scrum Master (CSM) Certified Scrum Product Owner (CSPO) Certified AI Specialist
Customer service
Team leadership
Time management
Decision-making
Verbal and written communication
Complex Problem-solving
Staff training and development
Staff management
Goal setting
Documentation and reporting
Relationship building
Strategic planning
Operations management
Project management
Cross-functional teamwork
Project planning
Customer relationship management (CRM)
Performance management
Staff development
Shift scheduling
Sales techniques
Policy implementation
Conflict resolution
Schedule preparation
Sales management
Workforce management
Performance evaluations
Business administration
Negotiation
Product management
Budget control
Business development
Business planning
Key performance indicators
Financial management
Expectation setting
Emergency response
Expense tracking
Contract management
Brand management
Lead generation
Salesforce management
Clear communication
Safety procedures
Employee onboarding
Coaching and mentoring
Work prioritization
Employee development
Interpersonal relations
Process improvement
MS office
Negotiation and conflict resolution
Professional and courteous
Employee coaching and mentoring
Staff training
Training and development
Customer relationship management
Managing operations and efficiency
Hiring and training
Problem-solving
Multitasking Abilities
Excellent communication
Effective communication
Computer skills
Teamwork and collaboration
Innovation management
Networking strategies
Disciplinary techniques
Change management
Partnership development
Recruiting and interviewing
Accomplishments
- Advanced Office of the President priorities by applying AI, Converge, and customer experience strategies that strengthened executive alignment and business execution.
- Delivered enterprise communications to more than 25,000 employees and senior leaders, improving clarity, readiness, and alignment during complex operational and compensation changes.
- Improved operational performance to 98.9% quality accuracy, reduced average handle time by 156 seconds, and lowered transfer rates to 20% below company standard through process optimization, coaching, and disciplined execution.
- Mentored 14 employees into advanced roles, strengthening the leadership pipeline and supporting long-term talent development.
Certification
Certified Scrum Master
- Certified Scrum Master, Scrum Alliance - 2026-2028
Software
Timeline
Senior Quality / Methods & Procedures / Process Leader
AT&T
01.2024 - Current
Manager, Network Operations / Customer Service
AT&T
01.2005 - Current
Johnson & Wales University
MBA from Global Business Leadership