Andrew Brizendine Sonnier
Associate Central Operations Manager @Shef
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WORK HISTORY
Associate Central Operations Manager @Shef
Impact: Automated 40% of inbound CX contacts while maintaining 80%+ CSAT score Rebuilt the company knowledge base and standardized process documentation, centralizing team resources Strengthened compliance and quality control with structured investigations and QA enhancements Optimized contractor payment workflows, ensuring speed, accuracy, and efficiencyResponsibilities: Leading a customer-centric team of CX agents, serving as the primary escalation point Designing and maintaining our internal knowledge base and external help center to encourage self-service and team efficiency Increasing operational efficiency by streamlining workflows, automating processes, training AI support, and centralizing resources Overseeing contractor payments, trust and safety investigations, and QA to uphold compliance and quality Onboarding clients and setting them up for running a successful business
EDUCATION
Portland Community College
Web Design, Intermedia/Multimedia
ABOUT ANDREW BRIZENDINE SONNIER
CX operations manager with over 16 years of customer-centric management expertise, enabling teams to provide unrivaled support and service. Eight years of proficiency in content management and process efficiency via automation, workflow building and knowledge centralization, informed by historical customer contact and behavior analysis.
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