Sharon Mckee Email & Phone Number

Overland Park, Kansas, United States

Overland Park, Ks

Overland Park, Ks

Overland Park, Ks

Lead a team of union Account Information Representatives representing the electric, water & sewer services for the City of Independence. Responsible for the call center and report completion necessary for timely and accurate billing Develop effective and authentic relationships in challenging environments Develop and implement cross training strategies to allow each employee the opportunity for enhanced skills. Continually coach team members to improve performance in a positive and honest manner while utilizing outstanding communication skills. Effectively resolve escalated internal and external conflict resolution.Plan, organize, assign, direct, review and evaluate work of team members.

Managed overall performance of company’s Customer Service activities within a sixteen-state territory. Supervised and approved payroll entry and reporting. Conducted goal-setting, coaching and performance reviews with team members, along with weekly team calls and additional one-on-one calls with key team members as needed. • Scheduled staff to support inbound and outbound call volumes, and balanced case load among team members to assure optimum coverage.• Troubleshot problems to resolve potential conflicts within midwest region. • Teamed with Career Management Consultants and sales force on a daily basis to maintain correct information in company database of candidates and ensure client and candidate program satisfaction.• Provided support for sales project managers on large projects. • Developed weekly and monthly FTE counts, outreach consultant call volume and disposition statistical information, along with candidate volume reports, for executive decision-making.

Director of Customer Operations – Warrensburg, Lee’s Summit, Sedalia & Belton, Missouri (1997 to 2004) As company downsized, assumed functional responsibility for what had previously been accomplished by up to 6 employees. Supervised, scheduled, and trained non-union, union, and contracted employees performing meter reading, collections, and administrative customer service duties Developed, and stayed within, an annual seven-figure capital and Operations & Maintenance budget. • Conducted Citizens Advisory Council meetings, establishing partnerships with community members. • Worked with other departments to improve efficiencies in a cross-functional environment. Team Leader of Customer Service (1995 to 1997)Supervised operations and customer service employees in providing excellent service, including billing, collection, and customer information for the Eastern Region. • Managed and led a team of union and non-union Field Employees, and served as contact for employee benefit inquiries. • Successfully coordinated meter reading/meter diversion cases and safety/workers compensation issues, resulting in thousands of dollars of captured revenue.Customer Service Center Representative, Raytown, Missouri (1993 to 1995)Served as team member responsible for high customer satisfaction ratings in a 24-hour a day, 365 days a year Call Center operation. Included extensive external and internal customer interaction.

Masters, Management

Bbs, Business Management