Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Sheila Knight-Fields

Littleton,CO

Summary

Senior-Level Customer Operations Leader with 20+ years of strategic experience in leading cross-functional teams, successfully utilizing performance management efforts to drive operational efficiencies and organization-wide process improvements

  • Restructured the Guest organization while scaling by 100% and cutting attrition in half, increasing eNPS from 9 in 2021 to 29 in 2022
  • Directed the training team responsible for developing training programs for Care business units, resulting in 50+ online courses created and 2000+ hours of classroom instruction, reaching nearly 200 new hires in 2019
  • Streamlined the training program for new hires by optimizing training content, resulting in a reduction of 33%
  • Implemented the integrated telephony upgrade and CTI integration to drive the enhancement of the phone system capabilities, resulting in decreasing the average answering speed by 34% and reducing the abandonment rate by 36% in the 1st year
  • Spearheaded customer experience efforts to cultivate and foster relationships with departments, agency executives, and elected officials to ensure the needs of the Denver citizens were met and improving NPS by 17 basis points in the 1st year

Overview

16
16
years of professional experience
1
1
Certification

Work History

Director, Guest Experience

EVOLVE
01.2021 - Current
  • Led the discovery, project management and implementation of two BPO vendors from discovery to onboarding in less than 60 days, leading to a projected cost savings of $3.7m in the first year (2023)
  • Guided the Guest Experience team in providing 5-Star interactions through multi-channel service delivery 24/7/365 resulting in a CSAT score of 4.8
  • Directed organizational realignment to reduce customer handoffs, increase career development, and curtail attrition while improving cost-to-serve by 39%
  • Cultivated team of Senior Managers and Managers to enhance team member experiences and drive workforce optimization that led to an improved written SLA of 90% YoY
  • Supported implementation of enhanced customer engagement platform, knowledge base, and quality program to increase customer service and increase positive feedback by 38%
  • Participated in cross-functional leadership to drive improved culture through leadership development planning, company values re-vamp, and external partnership enhancements

Director, Customer Operations Support

ALTO PHARMACY
01.2019 - 01.2020
  • Shaped Customer Care operational support, providing overarching structure, planning, and organization for the broader Customer Care business unit, enhancing processes and procedures to support the 100% increase of the Care organization
  • Managed and mentored a team of project managers, Workforce Management, and training, leading the development of their respective support roles
  • Created work from home program (pre-COVID) and rolled-out the strategy when the pandemic exception was initiated through the return of Care employees to the office
  • Implemented performance feedback and metrics support including attendance tracking, forecasting, scheduling, and real-time monitoring processes setting the SOPs, guidelines, and training documents housing the knowledge base for the Care teams
  • Trained managers and supervisors on the company standards and SOPs, allowing them to set expectations with employees, resulting in an overall increase of employee utilization by 19% in 90 days
  • Led the Project Management team in analyzing Customer Care systems and processes, driving organizational efficiencies for frontline staff, and incorporating a market assessment of new WFO technology solutions, resulting in presenting findings to leadership with high-level assessment and recommendations
  • Developed and implemented the Care organization’s quality program, enhancing the processes and leading to an improvement in call and text message scoring by 5 basis points in the 1st year

Director, Contact Centers and Customer Experience

CITY AND COUNTY OF DENVER
01.2015 - 01.2019
  • Integrated the Salesforce CRM in less than 9 months, leading to a more seamless process to capture and measure the customer experience and improving the resolution time of 11% in the first 6 months
  • Business lead on the project team consisting of Salesforce professionals, IT vendors, and additional 3rd party associates to manage processes and the change management for the organization
  • Implemented the integrated telephony upgrade and CTI integration to drive the enhancement of the phone system capabilities, resulting in decreasing the average answering speed by 34% and reducing the abandonment rate by 36% in the 1st year
  • Collaborated with Marketing & Technology Services to standardize and automate the electronic customer communication system, allowing for agent accountability, decreasing customer complaints, and reducing repeat customer contact by 28%
  • Spearheaded the contact center efforts to cultivate and foster relationships with departments, agency executives, and elected officials, ensuring the needs of the Denver citizens were met and ultimately improving the NPS by 17 basis points in the 1st year

Director, Account Management Support

ADT SECURITY SERVICES, LLC
01.2008 - 01.2014
  • Provided operational oversight of service delivery through correspondence, billing, and payments across multiple sites, aligning organizational aspects and providing leadership for 160+ team members
  • Managed a budget of $50M by reducing headcount, increasing workload, and maintaining SLAs for internal and external customers
  • Implemented electronic bill pay functionality for the organization, in conjunction with the E-Services team, reducing manual application through automation by 50%
  • Managed resources, provided leadership, increased productivity, and enhanced operations throughout the implementation of the new billing system, streamlining the billing process across 150 Sales/Service offices and 8 Customer Care centers
  • Responsible for the Training and Quality teams to ensure standards were met and maintained throughout the Customer Care centers, including coaching and developing the existing team of 160+ and training 400+ new hires in 8 years

Education

Master Of Science In Organizational Leadership -

COLORADO STATE UNIVERSITY

Bachelor Of Science In Business Administration -

COLORADO STATE UNIVERSITY

Skills

  • Leadership & Talent Development
  • BPO Implementation and Relationship Management
  • Organizational Excellence
  • Operational Efficiency
  • Workforce Management
  • Strategic Planning
  • Project Management
  • Operational Planning & Analysis
  • Change Management
  • Cross-functional Teamwork
  • Process Improvement
  • Program Development
  • Contact Center Leadership
  • Software Implementation
  • NPS/eNPS

Websites

Certification

  • CERTIFIED CUSTOMER EXPERIENCE PROFESSIONAL (CCXP)
  • LEAN MANAGEMENT CERTIFICATION
  • SIX SIGMA GREEN & BLUE BELT

Timeline

Director, Guest Experience

EVOLVE
01.2021 - Current

Director, Customer Operations Support

ALTO PHARMACY
01.2019 - 01.2020

Director, Contact Centers and Customer Experience

CITY AND COUNTY OF DENVER
01.2015 - 01.2019

Director, Account Management Support

ADT SECURITY SERVICES, LLC
01.2008 - 01.2014

Master Of Science In Organizational Leadership -

COLORADO STATE UNIVERSITY

Bachelor Of Science In Business Administration -

COLORADO STATE UNIVERSITY

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Sheila Knight-Fields