Sheila Knight-Fields

I am a seasoned strategic and operational leader in customer experience, with a strong track record of scaling contact centers across diverse organizations and at various stages of growth. My expertise spans strategy development, data analysis, leadership, people development, process improvement, project management, workforce optimization, training, and contact center technology. I thrive in fast-paced environments with constant change.

As a Customer Experience Leader, I am passionate about fostering collaboration among cross-functional teams to drive exceptional customer end-to-end journeys. Throughout my career, I have held executive positions in high-growth sectors, including:

• Evolve (Vacation Rentals): Led the guest experience team for three years, achieving a remarkable 75% team growth in just over one year.


• Alto Pharmacy: Oversaw Customer Operations support functions, resulting in a 100% expansion of the Customer Care team within less than one year.


• City and County of Denver: Created the customer experience program for the entire city. Directed the contact center and technical support desk for four years, improving customer satisfaction (NPS) by 17 basis points and reducing resident handle times by 34%.


• ADT Security: Managed billing and customer payments for eight years, cutting manual processes by 50% while improving automation and customer self-service.