Shannon Fitzpatrick

Contact Center Operations Manager

Role: Contact Center Operations Manager at Surepayroll
Location: St. Petersburg, FL, US
LinkedIn followers: 500 followers

About Shannon Fitzpatrick

At Google Operations Center, my role as Global Workflow Manager centers around orchestrating the seamless execution of global workflows, from detection to resolution. We\'ve achieved high-quality service delivery through the strategic governance of measurable KPIs and the effective management of large, complex teams.My dedication to operational excellence has resulted in a solid track record of elevating productivity and fostering workforce efficiency. Skilled in translating operational strategies into actionable plans, I excel in strengthening business processes, ensuring customer success, and driving continuous improvement across our global operations.

Experience

Contact Center Operations Manager
Surepayroll
Oct 2024 — Present · St. Petersburg, FL, US
Dual-Channel Optimization: Developing sophisticated operational frameworks to drive retention and growth across both our Wholesale (Bank & Reseller) and Direct channels.Operational Intelligence: Leveraging data-driven analysis of workload distribution and traffic patterns to ensure optimal resource utilization while maintaining service levels.Revenue & Retention Strategy: Implementing proactive strategies designed to meet targeted NPS scores and identify new opportunities for value-driven growth.Cross-Functional Innovation: Partnering with key business units to dismantle process inefficiencies and integrate emerging technologies that enhance the client journey.Talent Architecture: Scaling a high-performing team by fostering a culture of technical expertise and personal advancement through ongoing coaching and mentoring.

Education

Belhaven University
Master of Science - MS, Leadership
University of Phoenix
Bachelor of Science - BS, Business Administration, Management and Operations

Skills

Call Centers
Provisioning
Account Management
Change Management
Contact Centers
Managed Services
Team Management
Technical Support
Voip
Broadband
Call Routing
Acd
Troubleshooting
Coaching
Salesforce.com
Cross-Functional Team Leadership
Telecommunications
Analysis
Product Management
Customer Support
Networking
Team Building
Management
Avaya Technologies
Process Improvement
Workforce Management
Ivr
Performance Management
Operations Management
Leadership
Sales Operations
Customer Retention
Customer Service
Telephony
Sales
Avaya
Team Leadership
Customer Satisfaction
Training
Customer Experience

Contact information

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Work email
•••••@surepayroll.com
Personal email
•••••@•••••.com
Direct dial
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Current company

Surepayroll

Financial Services · 284 employees · Founded 2000 · Rochester, New York, United States

From start-up to scale-up, SurePayroll online payroll, tax management, HR and benefits solutions give small business and household employers the freedom to succeed. Start or advance your career at SurePayroll. SurePayroll offers market-leading benefits, competitive total compensation, an entrepreneurial culture, and the stability that comes with being a Paychex company since 2011. Industry experts widely recognize SurePayroll as the top choice for online payroll services, thanks to our unique solution set that simplifies and saves time on important back-office operations. We serve a large—and growing—customer base featuring small and micro business owners, household employers, and CPAs and bookkeepers. From our humble beginnings in as the first software-as-a-service payroll company, the SurePayroll portfolio has expanded to feature workers\' compensation, 401(k) plans, health insurance, and HR services. If you like working with knowledgeable, supportive, and proactive colleagues, and being part of a team that’s delivered consecutive years of double-digit growth, make SurePayroll your next career stop. Learn more at SurePayroll.com

surepayroll.com

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