Shaun James

About Shaun James

Most managed services organizations get positioned as a cost center. I build them as…

Experience

1. Vice President

   Voicefoundry

   Jun 2020 — Present

   VICE PRESIDENT | HEAD OF GLOBAL AWS PRACTICE MANAGED SERVICES AND CUSTOMER SUPPORTPioneered the development and growth of the Managed Services Practice with a strong emphasis on Customer Experience (CX), specializing in AWS Connect to serve Contact Center clients. Scaled the practice from startup to achieving sustained 400% growth over multiple years. Directed daily operations while shaping the strategic vision to deliver exceptional customer-centric outcomes, guided by the core philosophy,\"Take Care of the Client.\" Designed and implemented sustainable, scalable processes to enhance CX across the global Service Desk.Unified global teams (US, UK, AUS, India) to deliver seamless 365 24x7 support for all clients, ensuring consistent CX excellence.Elevated Net Promoter Score (NPS) by 40 points, maintaining an \"Excellent\" rating year over year.Achieved a 99% renewal rate by embedding CX-focused processes across all business regions.Fostered a client-first culture that retained top talent, resulting in 0% unmanaged attrition.Developed a CX-driven escalation framework, reducing resolution times by 35% and improving first-call resolution rates.Introduced personalized client success plans, ensuring tailored support that led to a 25% increase in customer satisfaction scores.Implemented a feedback loop system to continuously adapt and refine processes based on real-time customer insights, driving sustained improvements in service delivery.Led a high-performing Account Management team to develop and nurture strong client relationships, helping clients design strategic roadmaps to elevate their Contact Center experience.Partnered with clients to implement advanced analytics and reporting tools, empowering data-driven decisions that enhanced operational efficiency and CX outcomes.

Education

• Oklahoma State University

  Master of Business Administration (M.B.A.)

• Oklahoma State University

  BS

Skills

• Business Analysis
• Erp
• Consulting
• Sdlc
• Project Management
• Program Management
• Supply Chain Management
• Software Development Life Cycle (Sdlc)
• Business Process
• Business Process Re-Engineering
• Requirements Gathering
• Management Consulting
• Retail
• Business Process Improvement
• Change Management
• Inventory Management
• IT Strategy
• Business Process Design
• Management
• Business Strategy
• Process Improvement
• Supply Chain