1) What are your name, title, organization and accountability?

Sheila T. Harrell, Vice President Customer Service Strategic Planning, FedEx Corporation. I am responsible for all the strategic, tactical, change management, sustainable processes, education, budgeting and forecasting for all 46 call centers for FedEx around the world, eight Trace Centers, five Claims centers, four Invoice Adjustment Centers, Credit and Collections, International and Domestic Revenue Systems and Processes to ensure an end to end outstanding customer experience at the highest quality and at the lowest cost.

2) When and why did you attend WLC (Women Leading Change) or Executives Leading Sustainable Change (ELSC)?

I completed the ELSC program in February 2005. I chose to attend because a wonderful friend, Susan Burnett, said she had found a program that I would love. I contacted Rayona and knew I needed to find me again. I had lost my passion in the process of creating what the world calls a career. I could accomplish any number of 'to do' items and had bought into a mindset that I had to approach each day the way others expected me to be, act and speak. I wanted to find me again!

3) What skills have you used the most since the program?

The skills I use the most are the breathing techniques; I have learned how to slow myself down as to be able to regain my energy level and level of personal control that I once had and liked. I also stopped believing the negative comments that I would dream in my head. I seem to be less emotional and more in control of my own destiny. I really always was in control of my destiny but I got caught up in the misconceptions that I had dreamed in my own head. Once I understood me again and what is really important to me, then what I cared about fell back into place naturally. I am now happier and calmer. I no longer buy into the fact that I must move to the next expected position in order to be considered successful. I am successful now with all I have currently accomplished because what I have accomplished to date is what I wanted to do.

4) What results are you most proud of having produced?

The business results produced are that through our strategy we have won four very prestigious awards this year and those awards have allowed FedEx to take credit in the market place. I am most proud that I now believe in me and my capabilities again. The other result I am so proud of is that I am much calmer and less chatty. My personality is one of conversation. I love people and love to talk. I have that under better control and realize I do not always have to talk to get something accomplished . I just love the way I feel inside, a much calmer, happier, self confident, in control person. Not a frantic, I must do the next 'to do,' thing in order to be valued. I am valued because of who I am and what I have already accomplished. I get great joy out of seeing direct reports have success. That is why I am in a leadership position. Now I can stop and enjoy those moments.

5) What resources do you want from or do you have to offer the rest of the IWL community as you continue your leadership journey?

The resource I can offer to this wonderful community of intelligent, passionate and successful women is the ability to be a friend when someone needs a person outside of his/her environment with whom to talk; a person who understands the crazy world of business of which we are all a part. I can also offer successful personal and office management processes that have enabled me to handle a massive amount of work globally and keep it focused to successful completion.

I love to brainstorm new ideas that deal with making our world a better place for all women no matter where they come from and what their current needs are. Women can continue to improve at helping each other succeed and being there to celebrate when someone gains something beyond their wildest expectations. I am honored to be a part of such a community of women who support such a philosophy.

Rayona has offers us an 'angel of hope' in IWL's programs. Previously, I bought into the work environment belief of 'if I work harder and do more I will win and be rewarded.' But as I took on more work I felt like a rat on a wheel.

IWL's programs offer the hope needed to continue on our journeys. Hope is what the female executive needs in the male-dominated board room; hope is what's needed for the woman in Afghanistan who just wants to get her child to school without being shot; or the Iraqi who just wants to be able to walk outside without fear; or the African woman who wants good health and clean water for her family. We all want it and together through such a program; we can in a small way help each other from where we are at this point in time. I am thrilled to have such wonderful friends! Email