Shelia Knuckles joined Dal-Tile, a subsidiary
of Mohawk Industries, the largest flooring manufacturer in the world in 2018 as
Senior Manager of the Customer Solutions Centers (6 CSC centers).
Dallas, the addition of Customer Solutions Centers (CSCs) is to assist with
customer call volume at their 250+ Sales Service Centers and has been a key
process improvement that supports the strategy of finding ways to make it
easier for customers to do business with Dal-Tile.
Shelia’s focus is to look for ways to continually improve
CSC operations, leading Dal-Tile’s CSC teams in the Sales regions, developing,
implementing and monitoring sales and operational processes.
Knuckles has 15+ years of proven business experience in successfully and
strategically leading teams to improve business transformation initiatives,
process efficiencies, customer relationships and reduction in costs. She
is highly adept in identifying opportunities and implementing improvement for
enhanced operational and client experience. She has also led outsourcing
strategies, negotiated contract renewal agreements and developed best in class
outsourcing solutions that has resulted in increased contract revenue. Through
her work with Business Process Outsourcing, she has led innovative outsourcing
solutions, cost to serve methodologies, reduction in costs and working capital
benefits. Shelia spent time with Joerns Healthcare where she was Head of
Customer Care and Logistics, creating major improvements in the Customer Care
experience and Logistics operations.
to Joerns Healthcare, Shelia was the BPO Relationship Lead for McKesson
Corporation. In her role, she was the primary liaison between
McKesson’s Financial Shared Service Center, BU’s and a Third-Party Provider. As
a BPO leader, Shelia was responsible for the BPO levers of Relationship
Management, Contract Management, Financial Management, Performance Management,
and the Governance Process.
In addition, Sheila previously held other leadership,
outsourcing, sales, supply chain, and customer operational roles at Dr
Pepper and M&M Mars.
Shelia is married with 4 children, 4 grandchildren and lives
in Dallas, Texas.