Sharon Burns

Community Relations Specialist at American Red Cross - Cape Fear Chapter and Onslow County Chapter
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Contact Information
us****@****om
(386) 825-5501
Location
US
Languages
  • English Native or bilingual proficiency

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Louis A. RODRIGUEZ

Sharon Burns has been an amazing asset to the American Red Cross Service to the Armed Forces Program in Central Florida, and by far our most dependable Volunteer Lead and Volunteer Partner. She re-engineered our Military Entrance Processing Station (MEPS) program; recruiting and training four volunteers, ensuring new service members and their families received critical Red Cross Emergency Services information. Under her leadership our MEPS Volunteer Team briefed over six thousand new recruits, and mailed more than four thousand MEPS Information Packets to their families each year. Sharon is tenacious, precise and compassionate; her people skills and professionalism are beyond reproach; she oversees the largest Service to the Armed Forces Emergency Communication Caseworker Team in the State of Florida, managing 10 caseworkers’ responsible for ensuring military commanders receive the trusted and verified information they need to authorize emergency leave. Sharon is also extremely methodical, organized and very resourceful, she takes on every task with a commitment and sense of responsibility that very few folks possess; when she is given a project you know it will be done right the first time and every time. I am extremely lucky to have Sharon as a friend and as my volunteer partner.

Celia Roncero-Hagerman

I have worked with Sharon for over a year now. In that year, Sharon has volunteered her time and tremendous management and customer service skills, providing excellent service to clients of the American Red Cross Service to the Armed Forces. I have seen her not only excel at the core elements of her lead volunteer position -like managing a team of volunteers and providing excellent customer service, data entering and organization to the department- but also learn and practice other tasks that extended well beyond the scope of her role. Sharon has provided valuable skills supporting my fundraising efforts by accompanying me on donor visits, engaging organizations and leaders in the work of the American Red Cross, and assisting in event planning. That’s what makes Sharon an excellent addition to any team. Not only does she embrace her main role in the organization, but she has the ability to take on new projects that are both difficult and critical for the growth of the organization. In fact her involvement in stewarding and cultivating some of my corporate donors aligned with a sharp increase in funding by those donors. While Sharon volunteer work has continued to improve the efficiency of the department that she leads, as well as to pay dividends in the involvement of companies that she cultivated, we will certainly miss working with her on a daily basis. I have only optimistic predictions for Sharon's professional career.

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Credentials

  • CPR certified
    American Red Cross Central Florida Region
    Feb, 2017
    - Oct, 2024
  • Case Management-Services to the Armed Forces
    -

Experience

    • United States
    • Non-profit Organizations
    • 1 - 100 Employee
    • Community Relations Specialist
      • Apr 2017 - Present

    • United States
    • Non-profit Organization Management
    • 700 & Above Employee
    • Volunteer Lead Services to the Armed Forces
      • Sep 2015 - Present

      MEPS briefings-Conduct Informational briefings about the Red Cross services contact servicemembers family for follow up casework, Red Cross Community Outreach Awareness-Yellow ribbon events Veteran's History Project-Interview, record Veteran telling their story, submitting to the Library of Congress CPR Certified MEPS briefings-Conduct Informational briefings about the Red Cross services contact servicemembers family for follow up casework, Red Cross Community Outreach Awareness-Yellow ribbon events Veteran's History Project-Interview, record Veteran telling their story, submitting to the Library of Congress CPR Certified

    • Biomedical volunteer
      • Apr 2014 - Jul 2015

      Staff Blood drives in the Greater Winston-Salem area. Ensure donors were safe and enjoy a snack before returning to their day. Set up the location for the drive and properly documented appointments, to ensure 1st in 1st out to donate. Staff Blood drives in the Greater Winston-Salem area. Ensure donors were safe and enjoy a snack before returning to their day. Set up the location for the drive and properly documented appointments, to ensure 1st in 1st out to donate.

  • COSTEP
    • 2400 Reynalda Drive Winston Salem, North Carolina
    • Call Center Operations Supervisor
      • Jan 2013 - Aug 2013

      Hiring, Scheduling, evaluating, and disciplining direct-report staff members. Provide leadership, coaching, motiviation, team-building, and training and development in order to maintain a professional work environment. Monitor performance against standards, and providing manangement with guidance on strategies to maintain and enhance operations to achieve metric standards set by Management. Assists in product and service development and maintenance to develop efficient workflows and audit purposes. Assigns daily tasks, imlementing operations controls to check quality work. Prepares daily, weekly and monthly call center statistics. Performs call monitors for review purposes. Works to develop and impliment specific documentation including training manuals, call scripts, and reference materials. Responds to escalated customer complaints. Resolve issues and follow up with staff to address training issues and work to proactively look for ways to prevent future occurances. Show less

    • United States
    • Business Consulting and Services
    • 700 & Above Employee
    • Customer Care Supervisor
      • Nov 1998 - Dec 2012

      Oversight and management for team of thirty-five customer care representatives responsible for delivering accurate and timely financial and performance information to parents, collegiate bound students and colleges. Team supervision over daily staffing management issues-hire/termination, performance, goal development/mentoring, training and quality execution. Act as senior escalation point person in difficult to handle circumstances. Regularly monitor customer care representatives interactions for performance., compliance and quality experience. Redress sub-standard experiences as lesson-learned opportunities and scenario-based exercises to re/train employeees. Establish service level standards and expecations by delivering SMART goal-based performance evaluations. Responsible for industry and company policy implementation within supervision unit, and loan program procedural compliance. Lead multi-disciplinary team in new systems rollout and collaborate with IT/Network Systems on data migration resolution. Attain Six Sigma Green Belt Show less

    • United States
    • Real Estate
    • 1 - 100 Employee
    • Call Center Supervisor
      • Jul 1986 - Nov 1998

      Responsible for team performance in meeting quality and compliance standards for delivering product support to customer base. Team supervison over daily staffing management issues-hire/termination, performance goal development/mentoring/training and quality execution. Regularly monitor customer care represenative interactions for performance, compliance and quality experience. Redress sub-standard experiences as lesson-learned opportunities and scenario-based to retrain employees. Establish service level standards and expectations. through performance evaluations. Prepare executive level summaries and give briefings . Show less

Education

  • Forsyth Technical Community College
    Working on business degree, Business Administration and Management, General
    2014 - 2015
  • SUNY Morrisville
    Certificate of Business, Business
    1972 - 1973

Community

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