Shannon Yeats

About Shannon Yeats

A dynamic and results oriented executive with a proven track record of driving business…

Experience

1. Vice President, Client Success, Contact Center

   Entertainment Partners

   Nov 2021 — Present

   Responsible for leading the vision, strategy and execution for the customer contact center and omni channel support operation. • Develop and drive organizational customer service/experience vision and operational strategy designed to meet or exceed performance metrics while accommodating the rapid growth objectives of the organization • Inspire and motivate a growing team of internal and outsourced talent to ensure operational excellence, high employee engagement and service improvement is achieved. • Ensure clear and effective understanding and implementation of all performance objectives. Monitor all KPIs and partner with operations leadership on attainment strategy and tactics. • Develop strategy and process for continuous improvement, innovation, and results • Develop, maintain, improve and publish quantitative and qualitative metrics around individual team member performance • Evaluate and establish effective and efficient SLAs, IVR and call routing set up, focused on first point of contact resolution. • Meet departmental financial objectives by estimating requirements, providing input on budget, scheduling expenditures, analyzing variances, and initiating corrective actions.

Education

• Grand Canyon University

  Masters of Science Leadership, Business Administration, Management and Operations

  2006 — 2008

• Grand Canyon University

  Bachelor of Science, Applied Management, Business Administration and Management, General

  2000 — 2003

Skills

• Leadership
• Change Management
• Microsoft Excel
• Excel
• Process Improvement
• Organizational Development
• Vendor Management
• Employee Relations
• Customer Retention
• Team Building
• Compliance
• Customer Satisfaction
• Customer Service
• Microsoft Word
• Management
• Performance Management
• Word
• Employee Training
• Call Centers
• Contact Centers
• Powerpoint
• Call Center
• Training
• Account Management
• Business Process Improvement
• Customer Experience
• Operations Management
• Crm
• Cross-Functional Team Leadership
• Six Sigma
• Presentation Development
• Coaching
• Team Leadership