Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Sheron Smith

Durham,NC

Summary

Dynamic leader with expertise in digital transformation, achieving a 28% reduction in cost-per-consult at Ideal Image Development Corp through strategic cross-functional collaboration. Skilled in client engagement and retention, utilizing KPI-driven strategies to enhance team performance and customer experience.

Overview

31
31
years of professional experience

Work History

Sr. Director, Contact Center Sales & Operation

Ideal Image Development Corp
07.2024 - Current
  • Aligned internal and BPO operations to support a leaner model, reducing cost-per-consult by 28% while increasing conversion rates.
  • Introduced AI chatbot and automation within the lead funnel, improving engagement and cutting response times by 40%.
  • Built end-to-end consult lifecycle workflows and partnered with field and clinical teams to ensure uniform service across channels.
  • Established performance dashboards that revealed lead management inefficiencies, informing reallocation of resources and improved close rates.
  • Stabilized offshore productivity within 60 days by restructuring team oversight, refining KPIs, and introducing targeted QA coaching.

Head of Customer Success

Kaazim Enterprises
11.2022 - 07.2024
  • Stood up the Customer Success function from the ground up, building scalable frameworks to support enterprise clients across the U.S., Philippines, and Latin America.
  • Designed and implemented end-to-end client lifecycle workflows—including onboarding, engagement, risk management, and expansion—that drove a 92% client retention rate.
  • Introduced structured success plans and client health dashboards to improve visibility, reduce churn risk, and support strategic expansion within accounts.
  • Partnered with the CEO to translate client feedback into product packaging, pricing models, and service enhancements—directly contributing to a 3x growth in client portfolio over 18 months.

VP, Client & Patient Experience

Vault Health
08.2020 - 10.2022
  • Built a virtual-first support operation from the ground up, scaling to 250+ staff and delivering consistent, high-quality engagement throughout the patient journey across diagnostic and treatment services.
  • Designed and implemented patient lifecycle engagement frameworks that improved resolution times by 35% and increased Net Promoter Score by 50 points.
  • Partnered with Product, Engineering, and Clinical teams to enhance the patient experience, streamlining intake and support interactions to minimize confusion and reduce drop-off.
  • Standardized customer engagement workflows and documentation to support continuity during rapid growth, new staff onboarding, and regulatory compliance reviews.

Head of Talent Management, Acquisition & Events

Blue Cross Blue Shield of South Carolina
06.2015 - 08.2020
  • Oversaw talent strategy for an enterprise of 5,000+ in the IT division, integrating succession planning, early career programs, and culture building.
  • Launched recruiting pipelines tied to workforce analytics that improved internal mobility and bench strength.
  • Partnered with state leadership to implement a strategic workforce development program that delivered $75M in tax savings.
  • Managed all HRBP teams to ensure alignment with business goals and consistent execution across departments.

Sr. Director of Call Center Operations

Sports Endeavors, Inc
10.2012 - 06.2015
  • Directed all customer-facing operations including service, fraud, WFM, escalations, and training, supporting both eCommerce and retail partners.
  • Streamlined contact center structure and introduced new service protocols, improving time to resolution and reducing repeat contact.
  • Transitioned to cloud-based telephony and support tools, reducing outages and enhancing agent productivity.
  • Built coaching and QA systems that increased compliance and improved average handle time without impacting service levels.

Sr. Director, Customer Care and Shop Operations, Americas Region

The Body Shop
02.2004 - 10.2012

Associate Director, Leadership Development

The Schwan Food Company
06.2002 - 02.2004

Global Manager, Contact Center Operations

Global Crossing
08.1994 - 06.2002

Education

B.A. - Interpersonal & Public Communications

Bristol University
Bristol, TN

Skills

  • Customer experience strategy
  • Digital transformation
  • Client engagement and retention
  • Contact center operations
  • Cross-functional leadership
  • Sales enablement
  • Process optimization
  • Client lifecycle management
  • KPI and analytics-driven decisions
  • Workforce development
  • Training and coaching
  • Operational design
  • Strategic planning
  • Performance optimization
  • Change leadership
  • Salesforce expertise
  • Business intelligence tools
  • Tableau proficiency
  • Electronic medical records (EMR)
  • Microsoft Office Suite proficiency
  • Blue Pumpkin software
  • Verint solutions
  • Five9 platform knowledge
  • Zendesk support systems
  • Kustomer management tools
  • HubSpot CRM expertise
  • Genesys platform experience
  • RingCentral communication tools
  • Slack collaboration software
  • Zoom video conferencing skills
  • Microsoft Teams proficiency

Timeline

Sr. Director, Contact Center Sales & Operation

Ideal Image Development Corp
07.2024 - Current

Head of Customer Success

Kaazim Enterprises
11.2022 - 07.2024

VP, Client & Patient Experience

Vault Health
08.2020 - 10.2022

Head of Talent Management, Acquisition & Events

Blue Cross Blue Shield of South Carolina
06.2015 - 08.2020

Sr. Director of Call Center Operations

Sports Endeavors, Inc
10.2012 - 06.2015

Sr. Director, Customer Care and Shop Operations, Americas Region

The Body Shop
02.2004 - 10.2012

Associate Director, Leadership Development

The Schwan Food Company
06.2002 - 02.2004

Global Manager, Contact Center Operations

Global Crossing
08.1994 - 06.2002

B.A. - Interpersonal & Public Communications

Bristol University

Similar Profiles

CREATE PROFILE
Sheron Smith