Shawndra Tobias

WORK HISTORY

EDUCATION

ABOUT SHAWNDRA TOBIAS

Shawndra has been with Etech since and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager, Sr. Director of Operations, and Asst. Vice President. In her current role, she develops and leads the Etech Insights division, and determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Additionally She,## Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades.## Support organizational growth through servant leadership and providing strategic client direction, building new relationships as well as ensuring that client projects are delivered according to schedule.Shawndra has over 25 years of contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from Johns Hopkins University and is a 3 Star IBM Recognized Data Expert. She also has extensive Project Management experience applying PMI philosophy. She enjoys volunteering with Keep Lago Vista Beautiful, Wee Rescue, Austin PRIDE, United Way, and Nacogdoches Boys & Girls Club. She is featured in the \'\'.Shawndra spends most of her spare time outdoors on beautiful Lake Travis, hiking, rock climbing, kayaking, and trail running.