Sherry Redden Evans

Greetings! I'm Sherry Redden Evans a Service & Support Activist, Trainer and Speaker

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Sherry is a recognized leader in the customer service and technical support community. She is an accomplished trainer and speaker in the dynamics of the customer service delivery, leadership, team building, coaching and development. In addition, she is a certified call center expert and project leader for the design, development and implementation for service and support departments within Fortune 500 clients. As a customer retention expert, Sherry provides detailed analysis of the customer touch point work flow processes and the design and implementation for all areas of the customer experience within the organization. Sherry is the President of the International Customer Service Georgia Chapter, www.icsageorgia.org. Want to liven up your next event? Best known for her humor and energetic style, Sherry is a popular speaker who will inspire your team to strive for excellence. As a seasoned and dynamic presenter Sherry customizes the presentation around your organizations real-life examples guaranteed to deliver a message that hits home with the audience! Specialties: Training & Development, Customer Service and Technical Support, Coaching, Goal Setting, Performance Appraisal, Communication Skills, Time Management, Customer, Touch Point Processes, Customer Experience Tracking, Customer Retention, IVR Analysis, Scripting and Design. Contact Center, Keynote,

Call Center consultant at Georgia Pacific

1998 - 2001

Call Center Consultant - designed, developed and implementation of the HR Shared Service Center.

Manager Customer Service at CIBA Vision

1982 - 1992

Managing Director at Customer Service 101

September 1999

Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organizations specific needs. Depending on your needs, we offer both instructor led workshops at your site or develop programs for your team to deliver. In either case work with you to develop and implement a powerful program along with a leaders guide, participant workshops and power point presentation. Our training and development group leader is Sherry Evans. Sherry is a certified call center expert who is also an accomplished facilitator who has developed training programs for call center management skills, leadership skills, first line supervisory skills and customer service skills. She is a recognized leader in the customer service community and is an accomplished speaker in the dynamites of the customer service delivery within organizations. Sherry will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.

Managing Director at Evans Consulting Group of Atlanta

January 1996

Evans Consulting Group (www,evansconsultinggroup.com) is a recognized leader in customer contact, support and call center consulting, customer satisfaction audits, and management development training programs. We are now in our 19th year of business, offering our customers the best service center design, development, implementation and training service programs in the area! We are best known for our extensive call center experience and our hands on approach. As independent consultants, we represent only our clients, always representing their business needs. We do not engage in the sale or promotion of any products or services other than our own consulting programs. Our goal is to provide our clients the best options and technical solutions to meet their specific business requirements.

Mercer University - Stetson School of Business and Economics

1984 – 1989

BA

Purdue University

Call Center Certification

Customer Service and Support Training and Development. Travel, Community, Management Development, Emotional Intelligence, Effective Training Techniques, the Overall Customer Service/Support Experience.