Sheila Sutton Email and Phone Number

Selected by senior management to head-up one of the most important areas of service delivery and support with team leadership and operational contributions directly impacting revenue, service quality, and business growth - Serve as principal client and vendor liaison for proprietary software and its optimal use across all departments and support functions. - Handle testing, enhancement, installation, troubleshooting, and support.- Manage program/software support as well as the dynamic interpersonal and communication aspects of first-class client service and technical support.  - Instrumental in program development and service delivery.- Create software solutions for immediate implementation system-wide. - Facilitate inter-departmental coordination of program changes and all aspects of shared client services, support, and related training - Work closely with senior management, IT managers, programmers, and help desk/tech support.

Design, develop, and facilitate training programs to meet specific learning objectives for management/staff development, organizational development, and career/workforce development programs. • Evaluated effectiveness of current training programs and identify training needs for all employee/management levels.• Developed novel training approaches including a “Jeopardy’ game program.• Created a virtual office communication portal, a Google based Intranet site, with instructions, FAQ’s etc for work at home employees. • Developed motivation and recognition programs• Monitored operations for quality and review reports for staff progress

ISO 20252 June 2010 – February 2013; ISO 9001:2000 July 2004 – June 2010• Conducted internal audits to ensure QMS / ISO adherence• Reviewed audit findings, issued corrective action requests, and followed up to ensure compliance to appropriate processes

Managed staff of 150-200 interviewers and 20 supervisors on 10-30 projects• Scheduling, work assignment, performance reviews, monitor performance, motivate for improvements• Monitored and reviewed reports for staff placement