SHARON NESMITH

Owensboro, KY 270-***-**** acvugg@r.postjobfree.com

Operations Manager • Trainer/Instructor • Event Coordinator

Solutions builder with diverse experience in public and private sectors, as well as with local nonprofits.

Focused on continual development of management and front-line staff, grooming team members for advancement internally; offers lengthy record of coaching staff into supervisory, management, and director-level roles.

Provides exceptional end results utilizing analytical, customer and results focused approach to simple and complex project management activities. Insures all activities relevant to specific desired deliverables.

Highly skilled at cultivating partnerships and fostering collaboration among disparate parties toward common goals.

Labor Relations Call Center Operations Human Resources Project Management Media Relations

Corporate Communications Talent Development System & Process Implementations

Budget Oversight Regulatory and Environmental, Health & Safety Compliance

EDUCATION

M.S., Business Management • Brescia University

B.S., Business Administration • McKendree University

PROFESSIONAL EXPERIENCE

International Bar-B-Q Festival, Owensboro, Kentucky

Executive Board Co-Chair, 2012- Present

Administrative, project management, media, public relations, planning, sponsorship, cooking team coordination, event coordination, budget, and volunteer oversight activities associated with production of a two day community festival in the city of Owensboro, Kentucky and currently completing its 38th anniversary in the community.

Munday Activity Center

Activities Planner – Part Time 2016

Plan and oversee activities relative to senior services participation for the Owensboro and Daviess County area to promote physical and mental wellness in our area’s aging population.

AT&T (previously BellSouth)

Area Manager – Customer Information Services, 2006-2015

Oversaw three call centers in South Carolina, Michigan, and Kentucky with six Assistant Managers and 160 employees. Led teams in providing exceptional customer experiences and meeting quality and financial targets. Established and facilitated staff training on new methods and procedures. Planned recognition events. Participated in labor negotiations.

Director – Operator Services, 2005-2006

Led business operations for nine call centers in four states with total of 38 managers and approximately 900 employees. Staffed new centers and spearheaded strategic planning for product development and delivery. Supervised, coached, and developed mid-level managers, enabling them to meet customer commitments and service expectations.

Earned rapid promotion from temporary to permanent placement based on leadership and performance.

Delivered top performance among all districts companywide in customer service results and financial goals; stressed employee development and ongoing implementation of process improvements.

Prior to 2005

Area Manager – Operator Services

Directed operations for call centers in Kentucky and Tennessee. Partnered with senior leadership to coordinate annual manager recognition and training events in locations throughout Southeast U.S.

Opened new centers and pioneered delivery of new services, including center and job design, staffing, contract, and operations applications.

Manager – Corporate & External Affairs

Directed PR and functioned as external spokesperson and media contact. Coordinated corporate presence in the community and planned and executed company-sponsored events in the Louisville area.

Manager – Staff Marketing Support

Led team in developing regional operating standards.

Implemented procedures to support delivery of information to the field, delivering significant savings in storage costs.

Took point on developing under-performing staff managers, facilitating promotions for up to nine leaders into next highest pay level and enabling one manager to retire.

Manager – Business Marketing

Held oversight of sales, service, billing, training, and vendor management for small business customers. Administered budgets, drove results, and led development of new managers. Trained staff on new procedures and processes. Planned and executed events and recognition activities.

Spearheaded center redesign, separating existing processes into distinct sales and billing functions, facilitating customized support by more knowledgeable and experienced staff, which in turn improved customer satisfaction.

Earned recognition year after year for delivering exceptional results in terms of sales and service performance.

Midcontinent University 2010-2012

Adjunct Instructor

Taught Organizational Structure, Business Marketing, Management Issues, and Business Orientation courses. Developed and delivered instruction to adult learners pursuing two- and four-year business degrees in school’s Advantage Program.

Earned consistent praise from students on ability to relate materials to real world concepts and current issues.

COMMUNITY INVOLVEMENT

Chapter President & Member, BellSouth Volunteers, Kentucky Chapter Telephone Pioneers of America (1987-Present)

Executive Chairperson/Board Member, Owensboro International Bar-B-Q Festival (1999-Present)

Board Member, American Red Cross (2016)

President & Member, Owensboro Women’s Golf Association, (2009-2016)

Educational Foundation Chair & Member, American Association of University Women (2002-2016)

Board Chairman, Owensboro Museum of Science & History (2009-2014)

Board Member & Marketing Committee Chairperson, United Way of Ohio Valley (2002-2005)

AWARDS & HONORS

Member – Leadership Owensboro, Class of 2016

The President’s Volunteer Service Award – The Council on Service and Civic Participation (2011-2014)

REFERENCES

Dana Peveler, Director – Munday Activity Center 270-***-****

acvugg@r.postjobfree.com

Sim Davenport, Regional Director – External & Legislative Affairs, AT&T Retired 270-***-**** acvugg@r.postjobfree.com

Pam Smith-Wright, Owensboro City Commissioner 270-***-****

acvugg@r.postjobfree.com

David Zachary, Officer – South Central Bank 270-***-**** acvugg@r.postjobfree.com

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