Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shawn Whitfield

Riverdale,IL

Summary

Experienced engagement lead with expertise in driving team collaboration and delivering impactful results. Skilled in project management, stakeholder engagement, and strategic planning. Known for adaptability and effective communication, ensuring smooth transitions and alignment with organizational goals. Dependable, proactive, and ready to excel in dynamic environments.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Core Team Leader

Discover Financial Services, DFS
05.2024 - Current
  • Enhanced team productivity by implementing efficient project management methodologies and prioritizing tasks.
  • Maintained a strong focus on continuous learning, encouraging knowledge sharing among team members for collective growth.
  • Evaluated employee performance regularly, providing constructive feedback and setting achievable milestones for personal development.
  • Fostered a positive work environment by addressing conflicts promptly and encouraging open communication among team members.
  • Developed team members'' skills through personalized coaching, resulting in increased job satisfaction and overall performance.
  • Aligned the core team''s objectives with broader company goals, contributing to overall business success and growth.
  • Managed change effectively within the core team, ensuring smooth transition during organizational restructuring or project scope adjustments. Carefully transitioning 8 teams to different skill levels

CPS/CVG Team Leader

Discover Financial Services
08.2023 - 05.2024
  • Created standard work for the induction of CPS in Chatham location.
  • Created constructive collaboration for department initiatives.
  • Functioned as liaison for department manager. Developed and mentored new team leaders and coaches.
  • Created cadence of presentations to engage new agents. Performed general administrative tasks, including timekeeping, Workday transactions, access request.
  • Provided guidance to employees on how to manage challenging issues.
  • Utilized discretionary authority to approve exceptions to procedures to resolve escalated issues.
  • Monitored feedback on a regular basis and escalates issues as appropriate.
  • Created a prominent level of engagement to affect the overall customer experience.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.

CSE Team Leader

Discover Financial Services
05.2021 - 08.2023
  • Performed general administrative tasks, including timekeeping, Workday transactions, access request.
  • Provided guidance to employees on how to manage challenging issues.
  • Utilized discretionary authority to approve exceptions to procedures to resolve escalated issues.
  • Monitored feedback on a regular basis and escalates issues as appropriate.
  • Created a prominent level of engagement to affect the overall customer experience.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.

Area Sales Manager

AT&T Retail
11.1998 - 05.2021
  • Responsible for overseeing ten retail locations and developing retail staff that included: management staff of twenty-one sales support staff of ten, sales representative staff of three hundred. Included driving sales metrics, executing operational initiatives, controlling expenses, handling personnel issues, implementing merchandising initiatives and applying company policies throughout the district.
  • Ensured the highest level of customer service throughout stores by constantly improving the capability of the team.
  • Provided prominent level of engagement as a role model, leader, bridged the gap between union, reps, and management staff with a cadence of exercises, creating a district with the least number of grievances, solved problems, made informed decisions, and lead the workforce wisely to achieve maximum results.
  • Demonstrated strong leadership skills and developed, implemented, and managed programs and processes.
  • Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
  • Managed a successful sales team, consistently achieving and exceeding monthly sales targets.
  • Fostered a positive work environment within the sales team by encouraging open communication, teamwork, and mutual support among team members.
  • Built lasting relationships with clients through outstanding customer service interactions.
  • Collaborated with marketing department to develop targeted promotional campaigns that drove sales growth.
  • Increased sales revenue by developing and implementing strategic sales plans for the assigned territory.
  • Provided exceptional customer service to existing clients through regular communication and prompt resolution of issues or concerns raised by them.
  • Launched new products successfully within the assigned territory by executing well-designed launch plans tailored specifically for each product line.
  • Streamlined internal processes by working closely with cross-functional teams such as operations, logistics, and finance departments to ensure smooth transactions for customers.
  • Built a high-performance sales team through diligent recruitment of top talent, strategic allocation of resources, and effective performance management.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Built relationships with customers and community to establish long-term business growth.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Accompanied sales reps in field for ride-alongs to teach, observe and work one-on-one.
  • Enhanced team performance by providing ongoing coaching, training, and mentoring to sales representatives.
  • Established strong relationships with key clients, resulting in increased customer retention and satisfaction.

Education

High School Diploma -

Whitney Young Magnet HS
Chicago, IL
06.1992

Skills

  • Analytical problem-solving

  • Work planning

  • Persuasive communication

  • Effective meeting facilitation

  • Problem-solving

  • Attention to detail

  • Team engagement

  • Effective verbal communication

  • Team leadership

  • Effective relationship management

  • Team building

  • Coaching and development

Certification

  • Strategic Human Resources Leadership-Nov 2025

Timeline

Core Team Leader

Discover Financial Services, DFS
05.2024 - Current

CPS/CVG Team Leader

Discover Financial Services
08.2023 - 05.2024

CSE Team Leader

Discover Financial Services
05.2021 - 08.2023

Area Sales Manager

AT&T Retail
11.1998 - 05.2021

High School Diploma -

Whitney Young Magnet HS

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