Sharon Neyland
6929 Redstart Lane 214.823.8853
Dallas, Texas 75214 neyland@yahoo.com
PROFILE
Customer relationship
manager with diverse background in technology, account management and customer
training. Leader with ability to assimilate product knowledge,
company processes and customer needs to increase customer satisfaction.
Specific expertise includes:
|
·
Account
Management
·
Customer
Training
·
End-user
Technology
|
·
Business
Development / Sales
·
Customer
Support Manager
·
Project
Management
|
PROFESSIONAL
EXPERIENCE
LEXISNEXIS, Dallas, Texas 2002-2003
Business Application Consultant
Account management, training, business
development, sales and consulting with LexisNexis Enterprise customers. Involved understanding business needs, developing relationships,
marketing products, and conducting training and research. Customer included Law Departments, Tax and
Accounting Firms, Collections, Media, Insurance, Technology and Financial
markets.
·
Succeeded
in quickly learning the full range of LexisNexis products and provided quality
customer training, research and consulting.
·
Expanded
customer usage of LexisNexis products, including new sales.
·
Scheduled
and conducted all customer training and consulting session for the Southwest.
COMPUCOM, Dallas, Texas 2001
Sales Account Executive
Outside Sales of technology solutions including hardware,
software, consulting and other IT services. Developed new and maintained
current accounts with Fortune 1000 clients and fulfilled an ongoing account
management role with these customers.
·
Expanded
sales of hardware and software products to existing and new customers.
·
Sold
on-site consulting and services to customers and prospects.
AMERICAN
HEART ASSOCIATION, Dallas, Texas 1999-2001
Strategic Consultant / Account Manager
Member
of the National Center Information Technology Consulting team providing
leadership and direction on technology implementation. Account Manager to departments, including Office of the CEO.
Supported customer business process and technology-related
projects. Served
as a liaison between the customer and developer.
·
Expanded
the internal use of technology through consulting and training.
·
Served
as a customer advocate providing leadership to increase satisfaction and
improve efficiency in the use and implementation of technology.
·
Project
Manager for successful rollout of Siebel System to Advocacy department.
·
Delivered
personalized training to increase knowledge and usage of technology.
ANDERSEN CONSULTING (Accenture), Dallas, Texas 1997-1999
Call
Center
Training Manager
Consultant and Training Manager for national help desk. Directed startup of the support center training team. Provided training delivery
and curriculum development. Hired
and managed technical trainers.
·
Led
projects for product roll-outs and startup of disaster recovery support site in
Canada.
·
Led
development of a successful international helpdesk training program resulting
in increased retention, employee satisfaction and customer satisfaction.
·
Mentored
team Supervisors to improve their ability to manage and motivate their team.
·
Introduced
processes to manage new and existing employees and improved structure of
helpdesk.
INDEPENDENT
BUSINESS CONSULTANT, Dallas, Texas 1996-1997
Provided software and
ergonomic training and support, consulting and web design for PCs and MACs.
MICROSOFT
CORPORATION - Product
Support Services, Las Colinas,
Texas 1991-1996
Call
Center
Manager (1992-1996)
Managed staff of 10 to 100 Windows
Support Engineers at Microsoft call center. Measured results through
coaching, goal setting, and performance reviews. Participated in
interviewing, hiring and salary decisions.
·
Managed
beta support, support plan development, scheduling, consultant activities,
training development and implementation.
·
Led
startup and management of temporary employment staffing unit, to handle peaks
in call demand while keeping costs low and ensuring no overstaffing. Included
development of Supervisors.
·
Directed
the successful startup of Microsoft Premier Support for Fortune 500 customers.
Selected, trained, and managed Premier staff.
·
Defined
processes and led team of Windows Escalation Engineers.
·
Collaborated
with peers to increased quality, productivity, and customer satisfaction.
Mentored, developed and promoted employees achieving measurable business
results.
·
Selected
as lead for Company Meeting and managed budget, planning and meeting logistics.
Microsoft
Support Engineer (1991-1992) Support Engineer for Microsoft
Windows and Office.
ELECTRONIC
DATA SYSTEMS (EDS) –
Saturn Plant, Spring
Hill, TN 1990-1991
System Engineering Development Program
Startup member of EDS/Saturn Service
team. Served as a customer
liaison between computer system users and programmers. Supervised three support
technicians.
·
Managed
pilot project to test on-line Saturn computer systems, achieving improved
system reliability and usability. Provided computer system training to Saturn
dealer personnel.
·
Project
Coordinator for the relocation of 200 Saturn employees to Tennessee.
EDUCATION
Texas
A&M
University - College Station, Texas
BS in Psychology, minor in Management -
GPA 3.35
