Sharon Barlass is a Co-founder of InnoImprove, LLC and majority shareholder. Sharon co-authored the book, Creating Customer Service Champions, a practical guide for front-line customer service employees, which is available on Kindle.
Sharon attended the University of Minnesota with a focus on business management. She has managed Customer Service, Sales Administration and Consumer Affairs departments for Litton Microwave, Anchor Hocking, The Newell Group, FMG TSUMURA and Qualex/Eastman Kodak.
Sharon’s expertise includes department organization and structure; customer service training, onboarding and motivation; development of best practices, policies and procedures; and call center metrics. In her consulting practice Sharon provided training workshops to increase employee skills, motivation and engagement; needs assessments for order entry, call centers, and warranty systems to identify performance gaps and opportunities for efficiency improvements and provided recommendations to clients to achieve their desired outcomes.