Sheila Knight-Fields is an Operations Leadership professional known for transforming business through people, technology, and process improvement. Her unique talent in leading teams and continuously developing and integrating best practices are supported by her strengths in process innovation, motivating people, managing change and driving for results. Her efforts have led to enhanced performance, increased efficiencies and reduced expenses. She has been described as having the ability to look at complex problems and create and implement cost-effective solutions with a team approach. One team member stated that she was able to motivate team members in a way that “they would do anything…with a smile.”
Heading contact center and operations efforts in a variety of organizations from startup to municipal government, Sheila's emphasis is on improving the flow of information and the use of advances in technology to ensure efficient and effective business practices. Sheila has also been responsible for the operational oversight for customer correspondence, billing and payments across multiple sites, leading a team of 200, managers and front-line employees, in the completion of millions of customer transactions per year. She also directed numerous projects that led to measurable and continuous process improvement across the organization. Sheila has consistently demonstrated her ability to drive action while managing multiple simultaneous projects, solving challenging organizational problems and continually build high performing teams. Sheila’s career history also includes experience in the Financial Services sector where she was responsible for the launch of the in-house contact center, and time also spent managing back office operations. While in one role, the team earned the recognition of “best in class” by an independent review partner.
Sheila has a Master’s degree in Organizational Leadership and has earned her Bachelor of Science degree in Business Management from Colorado State University. She also holds a Lean Management certification in addition to her CCXP and has received additional training in Six Sigma methodology and Aubrey Daniels Precision Leadership.