Cheryl Dennis-Shaw

About Cheryl Dennis-Shaw

I enjoy helping enterprises understand why calls don’t deflect — and what to fix.I’m an AI-enabled analytics and product leader specializing in end-to-end omnichannel discovery across IVR, Genesys voice platforms, and LivePerson Conversational AI (LLM-enabled). My work connects interaction data (millions of records) to executive strategy and technical action, enabling smarter automation, better containment, and measurable digital obviation.Today, I lead enterprise analytics for LivePerson conversational AI, analyzing large-scale chat data using Python in Azure AI/ML and SQL to uncover intent patterns, anomalies, and containment gaps. I pair this with voice analytics (IVR, Genesys) to deliver a complete picture of where automation succeeds — and where it breaks.What makes my work effective is translation- Executives get clear strategy, KPIs, and ROI-driven insights - Technical teams get precise findings they can act on (routing gaps, measurement issues, data fixes).My background spans large, highly regulated enterprise environments — including healthcare, insurance, and omnichannel customer engagement platforms, where accuracy, governance, and trust matter. I’ve led enterprise data products, managed agile engineering teams, and partnered with senior leaders to turn analytics into decisions.Core focus areas- Omnichannel AI & Voice Analytics (IVR, Genesys, LivePerson)- Conversational AI / LLM analytics & intent discovery - Voice-to-chat obviation & containment strategy - Executive storytelling + technical delivery - AI performance measurement & KPI frameworksI’m open to senior W-2 roles, contract/consulting engagements, and fractional analytics leadership focused on conversational AI, digital obviation, and enterprise AI enablement.

Experience

1. Senior Product Owner

   American Red Cross

   Mar 2022 — Present · US

   Enterprise Data Management• Represented the voice of the customer/market by discovering new opportunities and promoting existing ones to address customer problems.• Managed the implementation of the Enterprise Data Warehouse Biomedical Manufacturing data warehouse.• Served as the Product Owner for the backlog and artifacts created to promote the data warehouse implementation.• Managed a team of 10 Agile Engineers to deliver the minimum viable product representing housing data for a billion-dollar blood market.• Led the development of Enterprise Data Warehouse Biomedical Manufacturing data warehouse blood manufacturing data for the blood supply, generating over a billion dollars in annual revenue.• Gathered and implemented requirements, led cross-functional design sessions, and transformed concepts into detailed user stories.• Collaborated with cross-functional teams, including developers, designers, and stakeholders, to ensure alignment with business goals.• Defined the product roadmap and priorities based on customer feedback, market trends, and business goals.• Conducted user testing and feedback sessions to improve the user experience and drive user engagement.• Monitored product performance and analyzed data to make informed decisions on product enhancements and updates.• Managed stakeholder expectations and provided regular updates on product development progress.• Conducted market research and analysis to identify customer needs and preferences, resulting in the development of a product that met customer demands.• Collaborated with engineering and data teams to scope work and produce high-quality deliverables, clearly communicating customer and partner needs.• Established and managed priorities in a high-paced environment.• Ensured proper and effective communication flow among internal and external collaborators.• Served as a subject matter expert on products and markets.

Education

• Keller Graduate School of Management of DeVry University

  MBA, Finance

  2006 — 2008

• Mercer University - Stetson School of Business and Economics

  Bachelor of Business Administration (B.B.A.), Computer and Information Sciences and Support Services

  2002 — 2004

Skills

• Business Intelligence
• Training
• Testing
• Visio
• User Acceptance Testing
• Crystal Reports
• Requirements Gathering
• Analysis
• Data Warehousing
• Access
• Peopletools
• Erp
• IT Strategy
• Sdlc
• Business Process
• Databases
• Peoplesoft
• Software Development
• Business Analysis
• Requirements Analysis
• Program Management