Colleen Mandell
- Role
- Sr Director, Technology Products & Services - Contact Center & Service Management at Starbucks
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Colleen Mandell
Accomplished and results driven technology leader with 20+ years of defining technology…
Experience
Sr Director, Technology Products & Services - Contact Center & Service Management
May 2020 — Present
Leading the technology strategy to consolidate 7+ contact centers supporting 20M+ contacts annually across multiple platforms/solutions to deliver great experiences for customers and employees. • Driving and delivering the global enterprise IT Service Management capabilities and platform through ServiceNow including asset management, operations management, discovery and visibility. • Creating omni-channel experiences for our customers and partners by enabling new communication channels, many of which are automated, including chatbots, and social media, human interaction (via phone, webchat, video or other). • Seamlessly integrating human interactions with more automated experiences, supporting agents and supervisors who can be located anywhere with improved scheduling while providing agents with the critical resources they need, including proper training and support, powerful tools for connecting with customers, supervisors and subject matter experts, and real-time assistance to drive better outcomes. • Building out a COE and leading a team across product and engineering to support ServiceNow and AWS Connect that enables continuous growth and delivery for many lines of businesses. • Automation, AI, and Machine Learning to drive better outcomes and experiences while driving down costs. • Driving Call Center Digital Transformation with intelligent routing and omnichannel orchestration. through AWS Connect & Lex.
Education
Washington State University
Bachelor of Arts (BA), Business Administration, summa cum laude
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