SHEILA D. SAWYER REED

• Union Organizer
• Representing members in union grievances
• Union Steward negotiating with management to support the rights of CWA members
• Maintained strong local union membership
• Conduct union new hire meetings
• Work on projects to build local also assist in national and district organizing projects
• Collaborate with local president on tactics in reaching non-members
• Aid non-union workers through the stages of unionizing
• Conducted Classes, and Educational Presentations
• Recruit new union members
• Train new activists
• Serve on Organizing Committee, Legislative Committee, Community Service Committee
• Work with local to help identify and encourage others to participate in campaigns and build support
• Worked on several campaigns doing phone banking, rally's, home visits, completing all campaign task
• Responsible for submitting reports as required
• Making Assessments of union supporters on Campaigns
• Work with Organizing Committee keeping them on track
• Traveled when needed to assist on Union Campaigns

• Managed customer accounts
• Sales of AT&T products and services
• Work in a fast-past call center environment
• Taking inbound retention calls from existing customers, patience and attention to customer satisfaction
• Resolving complex issues and escalations to maintain relationships
• Team Lead provide support handling customer escalations
• Exceeded departmental overall performance ratings
• Adhered to appropriate legal scripting when required.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Sought ways to improve processes and services provided.
• Maintained up-to-date knowledge of product and service changes.
• Promptly responded to inquiries and requests from prospective customers.
• Cross-trained and backed up other customer service managers.

• Company Overview: Park University relationship
• Trainer and Coach
• Sales of products and other training services
• Answered escalated/supervisor customer calls
• Monitored calls
• Lead peers and subordinates with virtual environment
• Managed customer relationships
• Troubleshoot technical issues
• Planned work activities and set goals
• Park University relationship
• Hired, coached and trained 50 new employees in 2020
• Participated in cross-functional team-building activities.
• Prepared reports by analyzing trends and data.
• Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
• Developed and delivered effective and engaging coaching sessions to improve performance.
• Facilitated group coaching sessions and provided individual coaching support.

Oversee all business operations and staffing responsibilities to include, training, onboarding, payroll, day to day responsibilities.

• Evaluated staff performance and provided coaching to address inefficiencies.
• Evaluated customer needs and feedback to drive product and service improvements.
• Conducted regular reviews of operations and identified areas for improvement.
• Devised and implemented processes and procedures to streamline operations.
• Created and delivered HR training sessions to staff, managers and executives.
• Developed and implemented onboarding and orientation programs for new employees.
• Completed human resource operational requirements by scheduling and assigning employees.
• Monitored and tracked project execution of tasks.
• Participated in meetings and associated events to help define and achieve organizational objectives.
• Collected, organized and provided data to maintain program status and customer commitments.
• Provided sales and marketing support through knowledge of targeted marketing and strategic sales.
• Gathered, organized and input information into digital database.
• Developed effective improvement plans in alignment with goals and specifications.

• • Trained branch managers
• • Sales of bank products and services
• • Worked as a Business Banker and Franchise Business Development Officer
• • Chaired as liaison between commercial banking, retail and in-store branches
• • Managed portfolio of commercial clients and franchise owners
• • Provide customer solutions to major companies and owners
• • Responsible for business development
• • Retained business relationships
• • Networking and community development with centers of influence
• • Traveled to various markets as lead for franchise tradeshows and expos

• Trained branch managers
• Sales of bank products and services
• Worked as a Business Banker and Franchise Business Development Officer
• Chaired as liaison between commercial banking, retail and in-store branches
• Managed portfolio of commercial clients and franchise owners
• Provide customer solutions to major companies and owners
• Responsible for business development
• Retained business relationships
• Networking and community development with centers of influence
• Traveled to various markets as lead for franchise tradeshows and expos