Sharon Briggs

**** ******** ****; Jacksonville, Florida 32217

ablbst@r.postjobfree.com

904-***-****

Experience:

**/** - **/** **&T Consumer Sales & Support/Jacksonville Florida

Sales Center

Sales Mgr Responsible for leading a sales center driving for sales

results, productivity measurements, and customer

satisfaction peek performance, responsible for team of 7

Sales Coaches.

. Consistently meet monthly and year to date Customer Care and

Revenue goals.

. Conduct training relating to sales, reports, time management,

and productivity.

. Implement monthly Award and Recognition Program for Center &

Leadership Team

. Effective coaching and development delivered to direct

reports resulting in significantly improved results.

. Administer disciplinary action and Growth Plans to improve

results.

. Support and execute company Initiatives relating to

development of employees, center processes and procedures.

. Active participant of CWA monthly Local Governing Procedure

meetings executing on center related initiatives to improve

quality of work life.

04/04 - 05/05 Bellsouth Small Business Services/Jacksonville Florida

Sales Team

Mgr Responsible for leading a sales team driving for sales results,

productivity measurements, and customer satisfaction peek

performance, responsible for team of 8-10 Sales Associates.

Actively participate in center initiatives supporting

center towards improved sales results.

. Exceed customer commitment expectations during escalations

and referrals.

. Successfully participate in Product sales initiatives and

product promotions for team and center.

. Consistently meet monthly and year to date Customer Care and

Revenue goals.

. Conduct training relating to sales, reports, time management,

and productivity.

. Implement monthly Award and Recognition Program for Sales

Associates

. Effective coaching and development delivered to direct

reports resulting in significantly improved results.

. Administer disciplinary action and Growth Plans to improve

results.

. Support Summit2 Expectations relating to development of

employees, center processes and procedures.

. Successfully completed Team Manager training for first level

management employees.

. Active participant of CWA monthly roundtable meetings.

. Implemented Centralized Team Leader Branch Support effective

4/1/05

. Relieve for Branch Manager

10/02 - 04/04 Bellsouth Consumer Services/BellSouth All-In-One Center

Center Support

Mgr Responsible for center compensation, sales, productivity, and

customer satisfaction, includes liaison to all landline and

affiliated training. i.e. BellSouth Internet, Fast

Access, Cingular, Repair. Accountable for accurate

recording, documentation and analysis pertaining to

Staffing, Customer Care, Revenue, Center Budget, Awards &

Recognition, Marketing Support, Team Lead Process

Improvements and Training.

Sharon Briggs

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. Created Escalation Team producing weekly status reports

exceeding weekly target objective.

. Successfully launch center initiatives, pilot trials, product

promotions and marketing programs.

. Consistently exceed monthly and year to date Customer Care

and Revenue goals.

. Improved Managing To The Line by 8% over 6-week period.

. Conduct Coach level training relating to sales, reports, time

management, and productivity.

. Created Award and Recognition Program for Office Assistants

. Effective coaching and development delivered to first level

management.

. Responsible for Center Sales and Customer Satisfaction

Trending, Tracking and Analysis.

10/00 - 10/02 BellSouth Solutions Group, Inc. & BellSouth All-In-

One Center

Center Manager

(Acting) Directly supervise more than eight first-level managers

responsible for 150 on-line customer service agents

handling the sales, service, and repair of BellSouth

products and services including landline, long distance,

wireless, Internet, paging, and DSL. Responsible for

revenue generation, performance improvement, compensation,

and employee satisfaction.

. Created and analyzed needed processes for business start-

up implementation including the development of

performance standards, office policies, and center

recognition plans.

. Deployment of a successful Network Campaign, 'Just Ask'.

. Responsible for on-site Training Department and Quality

Analysis Team.

. Transitioned the All in One Center from a separate legal

entity to a Bellsouth Telecommunication Company, a

represent environment. Exceeded revenue targets by 144%

in 2001.

. Maintained satisfactory level of product attainment YTD

2002.

. Accountable for the overall center acceptance and

understanding during transition into a union represented

environment and merge to BST.

. Actively recruited first-level managers.

. Successfully launched, implemented and overseen function

of Consumer ISDN into A1 Center.

. Maintained highest DSL average per Specialist throughout

the region YTD 2002.

. Implemented Team Lead Roll Out February 9th, 2003

9/96 - 10/00 BellSouth Telecommunications, Inc. & BellSouth

Solutions Group, Inc.

Team Manager Supervised, developed, and coached 12-22 representatives

handling highly complex and multiple

service and billing issues related to all BellSouth

residential products and services.

. Successfully coordinated managerial efforts through an

organizing campaign honoring the mutual values agreement

and the guidelines set forth by the U.S. National Labor

Relations Board.

. Customer Care training.

. Consistently met or exceeded all team objectives (9/96-

10/00).

. Center Sales Coordinator (11/98-4/99).

. Selected as member of BellSouth Solutions Group, Inc.

Business Practice Team (4/99-7/99).

2/94 - 9/96 BellSouth Telecommunications, Inc. - Consumer

Services

Customer Service In direct communication with customers. Handled all

facets of residential telephone service Representative including

collections, first-level product support, and new/transferred landline

connections.

. Appointed Center Representative handling complex billing

inquiries, order and escalations for entire working

unit.

. Consistently exceeded customer care and sales

objectives.

Sharon Briggs

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10/81 - 2/94 BellSouth Telecommunications, Inc. - Small

Business

Small Business In direct communication with customers, handled all facets

of residential telephone service Representative including collections,

first-level product support, and new/transferred landline connections.

. Exceeded monthly goals and expectations

. Relieving first level Assistant Manager

. Major Account Representative for center.

. Assigned expert in CLUB billing.

. Participated in OPEC Error Project

Additional Instruction:

. First Things First Management Training, Franklin & Covey

. Coaching Model Workshop, BellSouth Leadership Institute

. Labor Relations Training (managing in a union

environment)

. Selling & Coaching in a Competitive Environment,

BellSouth Leadership Institute

. "Stop At Nothing" motivation course for BellSouth

Telecommunications' managers

. Fred Pryor's "Motivating Others for Less than a Dime"

. Microsoft Office Excel, PowerPoint, and Word

. Consumer College of Excellence Various Leadership

Training

. Inclusion Training

. Energy Bus Motivational Tool executed among management

team

. Participated in Leadership Virtual Work Shop sponsored

by AT&T extraordinary leaders in a virtual environment

Honors & Personal Awards:

. 1998 Coaches Excellence Award for North Florida...

. Signal Recognition Award for "extraordinary

contributions" developing difficult work processes for

BST in support of integrated sales & service corporate

initiative.

. North Florida Pioneer Representative coordinating and

executing a variety of charity functions.

. Junior Achievement participant acting as a spokesperson

representing BellSouth Customer Service.

. Highest Regional Average DSL Per Specialist YTD 2002

. Department Head/Tier One Award 6/2001 and 9/2002 for

outstanding efforts toward attaining departmental and

corporate goals.

. Pure Performance Center Award in February and December

2003 for outstanding overall sales and customer

satisfaction results.

. Excellence Award Winner for outstanding Customer

Satisfaction Results 12/2003

. Ranked among top 10 in Regional Overall Performance

12/2005; VP Recognition

. Lead District in Long Distance and Broadband Sales 2007-

2008

. Ranked Top Tier in Broadband Sales in Organizational

Results 1st-2nd Qtr 2009; VP Recognition

. 2 Presidential Nominations Awards for Outstanding

Customer Satisfaction Results 01/10

. Ranked 2nd in Organizational Customer Satisfaction 02/10

References: Provided upon request.

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