Manager Customer

SHAWN SHAW

www.linkedin.com/in/shawn-shaw

Jamestown, NC 27282 ********@*****.*** 336-***-****

CALL CENTER/CUSTOMER SERVICE MANAGEMENT

Driven, customer focused leader with the ability to lead a team to impact a companies efficiencies. Continuously provide world class customer service and support to ensure customers are educated in regards to products and services. Skills Include:

ServiceNow

Project Management

Process Management

Six Sigma Green Belt

Continuous Improvement

Data Analysis

PeopleSoft

ISO9001

Crystal Reporting

Salesforce

VoIP and IVR

Zendesk

Workforce (WFX) Management

Cisco Finesse and Genesys Telephone Systems

MITEL and Avaya Telephone Systems

Five9 software

EXPERIENCE

Ingersoll Rand, Davidson, NC June 2019 – May 12, 2020

Call Center Operations Manager

Served as an expert in change management processes to positively impact organizational effectiveness. Used multiple data points to identify trends and provided the team guidance and counsel on using the data for improvement.

Anticipated trends that shaped future opportunities to grow organization.

Collaborated with global managers to identify, address, and eliminate process related obstacles.

Assisted in the change of systems/processes as required in support of the Lean initiatives.

Identified and managed process improvements events with the contact center.

Created, managed, and monitored the hourly, daily, and monthly key performance indicators (KPI’s).

Conducted call/case audits to ensure reps were displaying courtesy and empathy while assisting callers.

Led call center process improvements and projects to provide world call services.

Wake Forest Baptist Medical Center, Winston-Salem, NC March 2017 – June 2019

Call Center Operations Manager

Built and maintained a customer centric contact center for the largest employer in Forsyth County with 18,000 employees and 4,500 contingent workers. I provided day to day leadership to the contact center team that provided tier 1 and tier 2 support to employees, managers, and vendors.

Compiled and delivered presentations to Sr. Executives to obtain buy-in for new initiatives.

Workstream Lead for two large scale acquisitions of new hospitals into the Wake Forest Baptist footprint.

Created and managed operational budget including variances occurring throughout the year.

Successfully implemented a new employee contact center, including selection and build of employees, processes, metrics, and systems in multi-tier structure.

Lead projects to implement new technology within the ogranization (ServiceNow, PeopleSoft, and Cisco).

Collaborated with other departments to identify errors, and action items to correct errors of the call center.

Managed complex issues in the areas of benefits, absence management, time and labor, performance management, compensation, payroll, talent acquisition and talent management.

Identified and implemented standard performance metrics to ensure customer expectations were exceeded by assisting/resolving customer’s inquiries an average of 24 hours.

D&J Cable Contractors, Burlington, NC March 2016 – December 2016

Call Center Operation Director

Managed KPI’s for external customers (Time Warner and Cox Cable).

Enhanced managers’ experience through improved routing, resolution of issues, production and consistent experiences when interacting with call center staff.

Drove profitability through increased production and implementation of lean business practices.

Identified areas of improvement and provided project managers with consistent information to assist in driving their operations in a profitable direction.

Located innovative ways to make the company more efficient while adding value to the services the organization offered.

Mentor and taught agents how to upsale products via telephone.

Improved product awareness, share of spend and client satisfaction by identifying and implementing client service strategies and tactics.

Identified areas of improvement and standardize client processes through collaboration with cross-functional leaders.

SunGard Public Sector, High Point, NC July 2010 – March 2016

Director of Call Center Operations

Maintained call center business strategies, standardized processes and reviewed quality, metrics and Service Level Agreements. Served as a liaison between senior leadership and the call centers to cascade organizational strategies and goals to the call centers. Streamlined internal processes to ensure customers received world class customer service.

Reviewed metric information, key performance indicators, surveys, and case information to provide feedback to senior management.

Analyzed data to improve the customer experience, agent efficiency, and revenue.

Established training programs to achieve consistent process and performance standards across all call centers. Managed a remote call center in Lake Mary, FL.

Engaged, coached and mentored direct reports and provided development opportunities to enhance performance and career progression.

Developed and sustained a culture of customer service excellence and satisfaction as it related to the software functions, including measurements and continuous improvement.

Accountable for the call center quality, including assurance activities, across the call centers in High Point, NC and Lake Mary, FL (remote employees).

Responsible for the development and compliance with Service Level Agreements (SLAs) with the divisions, marketing, and organizational partners (QA, IT, and Development).

Supported company-wide process development and implementation to ensure director and management common process knowledge, understanding, and standardization.

ADDITIONAL EXPERIENCE

Celebrate Express, Greensboro, NC

Call Center Operations Manager

Volvo Group North America, Greensboro, NC

Call Center/Customer Service Manager

EDUCATION

Master of Business Administration – Global Management, University of Phoenix, Phoenix, AZ

Bachelor of Science in Transportation Management and Logistics, North Carolina Agricultural & Technical State University, Greensboro, NC

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