Sylvia Sutton
Chicago
Summary
Results-driven professional with over 16 years of progressive leadership experience, prepared to bring extensive experience in managing executive operations and driving strategic initiatives. Focused on fostering collaborative environment and ensuring alignment with organizational goals. Reliable in adapting to dynamic needs and skilled in project management and communication.
Overview
14
14
years of professional experience
Work History
Great Lakes Market Chief of Staff
Verizon Wireless
08.2023 - Current
- Inspected synergy across all support groups, and facilitated review meetings with key stakeholders to track progress against goals.
- Ensured that company and market goals were clearly linked to overall strategic objectives, and challenged teams to think critically to align their activities with those goals.
- Identified and implemented process improvements, resulting in a 10% reduction in operational costs across the market.
- Led teams to address operational bottlenecks, improve efficiency, and monitor KPIs across sales and support teams to identify and address performance gaps.
- Prepared comprehensive briefing materials for executive meetings, ensuring 100% accuracy and timeliness.
- Facilitated brand expansion with a veteran-focused initiative, projected to provide over $4 million in debt relief in 2024, and $22 million between 2025 and 2026.
- Negotiated vendor contracts, resulting in over $50K in annual cost savings.
- Facilitated Listening Skill-up Sessions to improve customer experience, and leveraged external partnerships to garner over $200K in funding for Market Action Tours/Kickoff meetings in 2024.
- Drove alignment and accountability across multiple work streams, resulting in the completion of strategic initiatives to include the Audacy partnership, the 2025 NFL Draft, the VEBT Relief initiative, the AM New to Role training, the 'The Event' new hire training, the Tier 1 CMA reviews, the Operations Reviews, and the weekend Forecast calls.
- Redesigned operational rhythms (staff meetings, reporting cadences, planning processes), reducing internal friction, and improving cross-team collaboration.
- Served as the central point of influence between executive leadership and cross-functional teams, helping to resolve roadblocks and accelerate key priorities.
- Onboarded new executive leaders, ensuring their transition and acclimation into the market was seamless, and provided guidance and coaching where necessary.
- Planned and executed SVP-level All Hands and culture initiatives, helping to reinforce vision, engagement, and transparency across the org.
- Developed communication strategies that aligned over 2,900 employees across the Great Lakes to our fiscal year priorities.
- Managed the market budget, ensuring all expenses and costs to the market are justifiable, have a tangible ROI, and serve both employees and customers.
- Led cross-functional teams to drive strategic initiatives and improve operational efficiency.
- Developed and implemented organizational processes to enhance communication across departments.
- Coordinated executive meetings, ensuring alignment on key priorities and objectives.
- Managed project timelines and deliverables to meet corporate goals effectively.
- Analyzed performance metrics to identify areas for improvement and streamline operations.
- Facilitated training programs for staff, promoting professional development and engagement.
- Cultivated relationships with stakeholders to support strategic planning efforts and resource allocation.
- Oversaw budget management processes, optimizing resource utilization within the organization.
- Attended meetings to make informed business decisions, provide administrative support and evaluate progress toward goals and objectives.
- Aligned departmental goals with overall company vision, ensuring cohesive progress towards shared objectives.
- Oversaw change management initiatives, minimizing disruption while maximizing positive outcomes during periods of transition.
- Managed cross-functional teams to ensure smooth collaboration and completion of high-priority projects.
- Led crisis-management efforts during unexpected challenges; mitigating potential negative impacts on business operations.
- Mentored and developed junior staff members; fostering a culture of continuous learning and collaboration within the organization.
- Facilitated productive meetings by creating well-organized agendas and ensuring clear communication of objectives.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Created reports, presentations and other materials for executive staff.
- Transformed data management practices, leading to more informed decision-making with introduction of comprehensive data analysis techniques.
- Elevated executive decision-making, providing comprehensive research and analysis on market trends.
- Championed diversity and inclusion initiatives, resulting in more inclusive workplace environment.
- Drove strategic initiatives to completion, overseeing project timelines and milestones.
- Enhanced team collaboration with introduction of digital project management tool, facilitating real-time updates and feedback.
- Expedited decision-making process, compiling and presenting concise executive summaries.
- Negotiated contracts with vendors to secure favorable terms that led to significant cost savings without compromising quality or service delivery.
- Improved internal processes through thorough review, resulting in a reduction of wasted time and resources.
- Coordinated company-wide events, fostering a strong sense of community among employees.
- Established successful partnerships with external organizations, expanding business opportunities and resources available to the company.
- Encouraged coordination and cooperation among departments and continuous review of interdepartmental processes to support quality control and improvement.
- Spearheaded cost-saving measures through in-depth budget analysis and identifying areas for improvement.
Consumer Sales Director
Verizon Wireless
04.2022 - 08.2023
- Drove a high sense of accountability and provided performance management improvement plans where necessary.
- Facilitated Store Manager and Assistant Manager skill-ups that provided both groups the opportunity to learn from each other, share best practices, and drive highly engaged teams.
- Created a behavior-based Google coaching form to drive salesperson skills and improve customer interactions.
- Leveraged financial, budgeting, and sales reporting for retail stores, and drove high-margin revenue across all branded distribution.
- Conducted operational reviews with direct reports in order to inspect performance and drive collaboration around key performance objectives.
- Inspected for proper floor management through consistent observation, leading by example, and coaching on the spot.
- Developed and executed sales strategies to drive revenue growth across multiple regions.
- Led cross-functional teams to enhance customer engagement and satisfaction initiatives.
- Analyzed market trends and competitor activities to identify new business opportunities.
- Mentored sales team members, fostering professional development and improved performance.
- Streamlined sales processes, resulting in increased operational efficiency and reduced costs.
- Established strong relationships with key clients, enhancing retention and loyalty rates.
- Implemented data-driven decision-making frameworks to optimize sales forecasting accuracy.
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Achieved regional sales targets through effective territory management and relationship building with key clients.
- Streamlined sales processes by identifying inefficiencies, implementing new tools, and providing training to the team.
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
- Collaborated cross-functionally to optimize end-to-end sales processes, from prospecting through post-sales support services.
- Expanded customer base by targeting untapped markets through innovative lead generation tactics and follow-up mechanisms.
- Leveraged data-driven insights to adjust sales strategies in real-time, adapting to shifting market demands and competitive landscapes.
- Connected with prospects through trade shows, cold calling and local-area networking.
- Worked closely with product teams to understand customer needs and requirements.
- Championed change initiatives within the organization aimed at driving efficiency improvements in the overall sales operation infrastructure.
- Spearheaded the adoption of cutting-edge sales tools and technologies designed to enhance team productivity and streamline workflow processes.
- Delivered accurate sales forecasts based on thorough analysis of historical data and current trends in order to facilitate informed decision-making at the executive level.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Communicated product quality and market comparisons by creating sales presentations.
- Organized promotional events and interacted with community to increase sales volume.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Built relationships with customers and community to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Multi Store General Manager
Verizon Wireless
11.2015 - 04.2022
- Led a team of 18 employees across two retail locations.
- Built, developed, and coached the sales team, providing ongoing sales training and support.
- Made quick decisions, adapted to change, and effectively managed multiple projects.
- Coached employees monthly to drive performance and store results.
- Developed and implemented sales tools and initiatives to exceed sales objectives.
- Managed retail inventory compliance and engaged in business operations, including budgeting, forecasting, analyzing, and reporting.
- Developed assistant managers to drive vision, and cultivated partnerships across multiple lines of business.
- Set targets, managed team performance, and coached team members to hit their targets.
- Focused on creating a collaborative team environment, and prioritized employee development.
- Facilitated an environment where growth was key, and helped employees develop leadership skills.
- Demonstrated ability to achieve and exceed challenging team and individual sales goals.
- Developing and implementing sales strategies to ensure products and services are effectively showcased and sold.
- Driving high-performance results in a demanding sales environment.
- Engaging in budgeting, forecasting, and analyzing sales reports to make data-driven decisions.
- Generating new business through prospecting, networking, and leveraging leads.
- Directing the day-to-day activities of the entire store staff.
- Providing regular coaching, feedback, and performance evaluations.
- Fostering a culture of accountability and continuous improvement.
- Acting as a liaison between the store team and district or regional management.
- Led team to achieve sales targets through effective training and mentoring initiatives.
- Streamlined inventory management processes, reducing stock discrepancies and improving accuracy.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Completed point of sale opening and closing procedures.
- Fostered a culture of continuous improvement by encouraging staff input on operational enhancements and implementing best practices across the organization.
- Implemented staff training program to enhance product knowledge and improve overall customer service experience.
- Hired, trained and retained high quality team members.
- Managed daily store operations, ensuring efficient processes, accurate record-keeping, and adherence to company policies.
- Led change efforts within store, conforming to shifting demands and timelines.
- Oversaw visual merchandising efforts to create an appealing store atmosphere that drove customer engagement and increased sales conversions.
- Enhanced overall brand reputation by consistently delivering exceptional customer service experiences, maintaining a clean and inviting store environment, and upholding company values in daily operations.
- Enhanced employee productivity by delegating tasks effectively and setting clear expectations for performance outcomes.
- Fostered a collaborative team environment, driving motivation and performance excellence among staff.
- Led team of associates in achieving business goals, providing ongoing coaching and performance feedback.
Operations Manager
SITEL (Foundever) Corporation
06.2015 - 11.2015
- Responsible for six managers and 80 - 100 sales employees
- Coached managers, identified bottom performers and developed actions plans to close gap
- Worked with training department to create curriculum that drove sales skills and aligned employees with overall company goals
- Analyzed numerical data and identified behavioral trends that lead to growth
- Managed On the Job Training initiative; ensured new hires were set up for success before graduation and beginning to take customer calls
- Placed leaders on necessary Performance Improvement Plans in order to drive alignment and ensure all team members were positively contributing to the groups success
- Organized call listening sessions that led to insightful change and coaching for frontline employees; inspected processes and overall customer experience; provided immediate feedback where necessary
- Facilitated and orchestrated calibration sessions with supervisors and partner leadership team to ensure KPIs and call standards are being met. Provided recommendations for ways to improve the customer experience
- Managed budgets and financial targets for specific partner
- Responsible for forecasting, workforce planning and identifying cost savings opportunities for improved profitability
- Implemented training programs and workflows that improved efficiency, quality and customer satisfaction
- Served as point of escalation for complex customer service issues leveraging creative problem solving skills
- Streamlined operational processes to enhance efficiency and reduce costs.
- Led cross-functional teams in project management initiatives, driving strategic alignment across departments.
- Collaborated with executive leadership to align business objectives with operational capabilities and resources.
- Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decisionmaking.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Oversaw implementation of new CRM system, improving data accuracy and accessibility for sales team.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supported development of positive work culture by organizing team-building activities and recognizing employee achievements.
Supervisor
SITEL(Foundever) Corporation
01.2012 - 06.2015
- Managed frontline Customer Service agents
- Managed service level agreements and ensured client call requirements were met
- Worked closely with HR to ensure fair treatment and proper management of employees
- Attended continued training classes and revamped processes for group success.
- Recognized as a top-performing sales coach and developed new strategies for continued success.
- Implemented new processes to maximize agent potential and success.
- Managed team financials and held agents accountable to client expectations.
- Motivated team through employee incentive programs tailored to them; leveraged as a way to drive positive results
- Performed Skill, Knowledge, Enhancement Plans (SKEP) to identify and improve agent behaviors and conducted annual Performance Reviews
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
Education
MA - Communication
Angelo State University
San Angelo, TX01.2014
BA - Journalism
Angelo State University
San Angelo, TX01.2012
Skills
- Leadership and Team Development
- Strategic Planning and Execution
- Operational Excellence
- Customer Experience
- Sales and Marketing
- Financial Management
- Communication and Collaboration
Timeline
Great Lakes Market Chief of Staff
Verizon Wireless
08.2023 - Current
Consumer Sales Director
Verizon Wireless
04.2022 - 08.2023
Multi Store General Manager
Verizon Wireless
11.2015 - 04.2022
Operations Manager
SITEL (Foundever) Corporation
06.2015 - 11.2015
Supervisor
SITEL(Foundever) Corporation
01.2012 - 06.2015
BA - Journalism
Angelo State University
MA - Communication
Angelo State University
Awards and Recognition
2020 President’s Cabinet Recipient (Top 1% of the entire company Sales Fleet in performance)