Shane Bennett

About Shane Bennett

Seeking a challenging role that leverages my leadership skills and drives organizational success. A results-driven leader with 20+ years of experience building Customer Success, Technical Support and Operational teams. Successful track record leading cross-functional teams to deliver positive customer outcomes, retention, and growth. Skilled in developing and executing initiatives that optimize customer experience and help scale the business.

Experience

1. VP, Global Escalations, Customer Success

   Trellix

   Dec 2022 — Present · Draper, UT, US

   Led a global team of escalation specialists within a 600+ Customer Success group in resolving critical customer issues, resulting in a 30% reduction in CSM workloads and a 40% increase in Critical Account normalization. • Developed and implemented a standardized global escalation process, streamlining workflows and reducing response times by 75%. • Collaborated with cross-functional teams to identify root causes of escalations and implemented proactive measures to prevent future customer issues, resulting in a 40% decrease in escalations. • Developed and implemented a training curriculum to enhance the skills of escalation specialists, resulting in improved problem-solving abilities and an increase in normalization times.

Education

• The University of Tulsa

  Masters, Computer Science - Computer Security

  2003 — 2004

• Brigham Young University

  Bachelor's degree, Management Information Systems, General

  1994 — 2001

• Tri-Center High School

  High School Diploma

  1990 — 1994