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