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SHARON D. WRIGHT 1943 North Oak Park Ave Chicago, IL 60707 (773) 391-5728 sw2f0ece@westpost.

net CAREER SUMMARY Accomplished and Successful Business Professional with broad-based experience in management and training of a customer service team. Track Record of improving p erformance through resource coordination and assisting members in resolving comp lex issues and situations. Reputation for quickly adapting to new technologies, processes, and procedures. PROFESSIONAL EXPERIENCE CCH A WoltersKluwer Business, Chicago, IL 1994 - 2009 CFU-Liaison 2006 - 2009 *Completed Lean Six Sigma Project on renewal process improvements 2009 *Provided impressive level of customer service satisfaction to internal and exte rnal customers via e-mail and by phone *Dynamic go to team lead for Business Compliance business unit legal and tax *Successfully managed renewal process with revenue gains in excess of 40k-1MM+ e ach month *Performed testing on new launch for Intelliconnect Internet platform *Secured net revenue of 100k-1MM+ processing high end contracts for monthly fina ncial close *Developed New Renewal Process to improve renewal rate efficiency *Created New Renewal Documentation Guide *Developed new and improved processing reports for customer service improvements *Worked on various Customer account resolution projects *Organized and communicated new & upcoming promotions to entire organization Pro vided supervision for 15 employees within the day to day operations *Exemplified excellent team building skills to meet project deadline dates *Resolved complex billing issues as a team player *Monitor quality issues from customer perspective for products delivered to cust omers *Ensure that all team promotions and products are achievable and supportable at budgeted cost levels by the Customer Service Organization *Work with Customer Service Organization to coordinate resources for Promotion & documentation design *Proficient in Microsoft word, Excel, PowerPoint, access, Publisher , SAP and in telliconnect

Marketing Analyst 1997-2006 *Highlight Customer Service organization training needs and coordinate training of staff on new products, promotions, product releases and enhancements *Provided Customer service training for new employees *Provided instructions and assistance in training to aid in the processing of da ily transactions *Completed courses in Project Management with Skill Path Communication received

certificate June 2005 *Completed course in Leadership & Team management with Skill Path received certi ficate April 2008 Account Administrator 1994-1997 *Delivered high level of Customer Service Satisfaction via busy call center envi ronment answering calls in excess of 250-350 daily *Supervised 7 employees with day to day operations *Responsible for ongoing dialogue with Customer Service *Presented revenue visibility reports to entire sales force on a weekly, month a nd annual basis *Daily Correspondence via Customer Service inquiries from external & Internal cu stomers *Provided and set high standards towards 99% Customer Satisfaction rate *Anticipated Customer concerns and issues and ensured customer focus *Monitor quality issues from customer perspective for products delivered to cust omers *Provided on-going training and supervison to CSR new hires EDUCATION Bachelor of Arts - Pre-Law, Chicago State University, Chicago, IL Minor: Business Administration Related course work: Personnel Management, Business Management, Business Ethics, Business Law, and Marketing LEADERSHIP President: Midwest Community Council Teen Division Secretary: Toast Masters