Experience: Sheila Harrell is vice president of customer service operations for FedEx Corporation managing all customer contact channels to provide excellent customer experience. She has been with FedEx for 32 years, during which she has exercised her talents in a number of areas including operations engineering, technological innovation, human resources, strategic development, sales, communications, and organizational learning. Before her current position, Harrell served as vice president for global customer services strategic planning for nearly 10 years, during which she created the customer experience channel integration approach. Under her leadership, FedEx introduced Enterprise Customer Relationship Management (ECRM). She served on the Enterprise leadership team for smooth M&A;integration activities seamless to the customer. She has been instrumental in developing several customer-focused initiatives, including an annual customer summit in which the company's senior leadership engages in customer-focused enterprise-level planning. Harrell has been recognized with the revered FedEx Five Star Award several times and was recognized as the Customer Service Executive of the Year by the Customer Service Institute of America. She is member of the International Woman's Forum as well as the Women's Leadership Board, and currently serves as the corporate United Way chair for FedEx and the Women's Foundation Board for Greater Memphis.