SHEILA ROBINSON-BUTLER

srobinsonb@aol .com 5509 S. Killarney Street Centennial, CO 80015 303-917-6730

SUMMARYPossess a unique business acumen that drives a sense of empowerment through a “Business Owner” philosophy. Strong Process Improvement and Project Management skills with a focus on driving strategic and tactical corporate initiatives. Proficient BPO/CCM Operations Director; managing people, products and workforce systems, in addition to contract negotiations and P&L management. Consistently enhancing relationships and collaborations, I am a people person. Identify gaps in procedures and drive changes that make sense for the business, delivering exceptional service to internal and external customers. Proven Information Technology expertise: IVR, ACD, CRM, Cloud Technology, Social Media Strategist. Building solutions to service customers and improve efficiencies.

CUSTOMER CARE MANAGEMENT/ PROJECT MANAGEMENT AND QUALITY ASSURANCEStrategically planned and implemented BPO client programs in offshore and nearshore solutions, meeting timeframes and budgets. Program seats 500-1200 globally Direct technical client relationship acting as POC for all technical escalations and platform issues resulted in immediate turn around reducing down time for clients and improved partnerships.

Performed evaluations of customer and client metrics to deliver training needs while managing the development of customer service training to ensure effective interaction with over two million customers on a daily basis via phone, web, social media, email, and chat channels

Provided consultation to clients after conducting “needs” analysis and developed client support system for a variety of industries including Financial Services, Transportation, Telecommunications, Government, Healthcare, and Travel

Implemented solutions for TeleTech’s clients’ customer service and call center products. Assisted special task force and provided support for FEMA in response to the Katrina disaster recovery program

Created and implemented an innovative approach for all branch operations while enhancing customer relationship through identification of customer needs/opportunities for branch training within the Bank Boston organization

Managed a multidisciplinary team and developed customized customer services products for every stage of the customer lifecycle, through a strategic platform that encompasses people, process, technology, and infrastructure

Facilitated discussions and provided strategic customer information to clients to support use of on-line services technological infrastructure, through many communications mediums

Evaluated call center staff requirements and identified trends, call volumes patterns, and staff productivity. Conducted research and developed forecasts based on business requirements, service levels and workflow

SHEILA ROBINSON-BUTLER Analyzed performance evaluation data. Developed and implemented the

guidelines and process applied across North America, 300+Managers. Facilitated the design and implementation of the 360◦ Performance Management Reviews which complimented the corporate goal to improve professional and personal development

Developed and maintain regular contact with senior management and provided feedback on progress of customer change requests and updates, schedules, monitored performance data, created client reports, identified customer processing issues and provided the appropriate notification for resolution

References available upon requestPROFESSIONAL EXPERIENCE

WXRP DIVA Talk Radio, Atlanta, GA. 07/2013- PresentExecutive Producer for the Sheryl Lee Ralph DIVA Talk Show, Producer for Rory T. Edwards with Sheila Robinson. Blog Talk Radio. Responsible for developing marketing and social media strategies. These two shows were created in the spirit of solutions and calling the community to action on engagement in education, health, career planning, community outreach, and youth development.

At The Peak Community Center, Aurora, CO. 06/2016- PresentDirector for Community Center: At the Peak is a new community center in Aurora, CO. Responsibilities include; Administrative, P&L, accounting; fundraisers, scheduling programs, grant proposals, volunteer coordinator and community outreach. Heritage Christian Center, Denver CO.

04/2015- 10/2015Director of Kids Town Children’s Ministry: Responsibilities include; managing all volunteers, developing curriculum, management of check in technology program. Training volunteers on efficient, effective skills needed when working directly with the children. Teaching lessons and creating activities that would assist with information retention, translation of meaning. Multi- Cultural Ministry.

TELETECH HOLDINGS, INC., Centennial, CO 11/1999- 8/2014

Maintained several Executive/Management positions, with over14 years of service. TeleTech is a full-spectrum, front to back office business process outsourcing (BPO) company; serving customers in over 30 countries. Second largest U.S. based global BPO provider. www.teletech.com. See various roles below;Senior IT Account Manager Corp.: eLoyalty Division (Merger) 12/2012- 08/2014Director of Operations Corp.: OnDemand Services 03/2006- 12/2012

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SHEILA ROBINSON-BUTLERDirector of Training and Quality Corp: InCulture OPI 01/2004- 03/2006Senior Regional Manager Corp.: Training/Quality 05/2002- 01/2004NA Senior Manager Corp.: Process Improvement/Quality 01/2001- 05/2002Senior Manager Corp.: Leadership and Performance 11/2000- 01/2001Account Manager, Enfield, Connecticut Call Center 11/1999- 11/2000

BANK OF BOSTON | Enfield, CT 08/1997- 11/1999Assistant Market ManagerDeveloped and delivered new accounts and innovative ideas which increased the Bank’s market share. Implemented a “Tell a Friend” program which increased new accounts and sales by 20%. Managed Market Branch and worked closely with Chamber for Business development and brand exposure.

EDUCATION/ AWARDS/CERTIFICATIONS

Associates in Arts | Retail Management and Merchandising | Bauder CollegePublic Speaking Seminars "How to Speak for Fun and Profit": www.joesabah.comSix Sigma™ Green Belt CertifiedDirector of Colorado Hal Jackson Talent Teen International PageantTeleTech Beacon Leadership AwardProcess Improvement Certification | Colorado State UniversitySmall Business Management Certification | University of HartfordExaminer for CPEX (Colorado Performance Excellence) a branch of the Baldrige National Quality Program

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