Shawn Willis
Swansea
Summary
Accomplished management professional adept at building high-performing teams. Proven ability to drive cross-functional collaboration and implement innovative solutions to complex business challenges. Committed to delivering results that exceed expectations while maintaining a focus on continuous improvement and sustainable growth.
Overview
24
24
years of professional experience
Work History
Regional Sr Operations Manager
IPC Systems Inc.
Boston
01.2011 - Current
- Responsible for the oversight of the daily operations efforts for the regional office which delivers and services trading collaboration solutions and provides global customer experience oversight
- Control a multimillion-dollar P&L, prepare budgets, maintain supply chain, and be responsible for all Client Services activities for the Northeast Region as well as select Global Clients
- Furnished IPC with sound recommendations to accelerate growth, improve customer loyalty, customer success, lower costs, as well as implementation of best in class practices and policies
Vice President of The Contact Center
Vantage Deluxe World Travel
Boston
01.2015 - 09.2015
- Spearheaded the operations of the Sales and Client Service teams delivering world - class customer experience
- Orchestrated and oversaw the telesales (inbound and outbound), client service and group sales activities to achieve daily sales goals of $1M through a multi-channel environment
- Outlined the budget while analyzing variances to ensure they were contained
- Partnered with Marketing to analyze trends and conduct competitive analysis to drive initiatives to increase both call activity and sales conversion
- Utilized Net Promoter Score to drive customer experience improvements and overall customer success
SR. Product Manager Enterprise Solutions Business
BT Conferencing Inc.
Quincy
01.2006 - 07.2011
- Headed all production, implementation, delivery and financial performances of mission critical Unified Communications solutions to Fortune 500 customers
- Collaborated with Microsoft engineers, Marketing, and Product Teams to bring MS Lync (SaaS) to the global marketplace
- Teamed up with R&D, finance, and bid teams to innovate new products and value propositions which grew annual revenue by another $11M
- Drove marketing research efforts along with pricing /offer testing, customer experience journey, and strategy to produce product roadmaps on global "Go to Market" strategies for cloud and enterprise business initiatives
Sr Call Center Operations Manager
BT Conferencing Inc.
Quincy
03.2004 - 01.2006
- Assembled the team which delivered improved customer satisfaction ratings year over year due to effective performance enhancement models
- Scouted, hired, and trained 35 agents and 5 supervisors who provide world class customer service and technical support which exceeded industry standards
- Successfully managed 3rd party vendors and planned, re-engineered, and implemented advanced call center technology infrastructure consisting of multiple channels
- Established business processes, call quality, training, and performance measurement programs which resulted in improved customer satisfaction results within the first 30 days
Head of Call Center Operations, VP
Cap Gemini Ernst & Young / Genesis 10 Consulting
Vienna
10.2003 - 03.2004
- Piloted the call center for the start-up of the Interactive Nextel Wireless Number Portability Centers is both VA and TX
- Optimized the operations team under a $25M P&L to ensure all system implementations, telephony, infrastructure, HR, and staffing were achieved in start up
- Ran a high-volume multi-site call center consisting of 27 supervisors and 500+ staff
- Increased sales productivity and quality by over 35% by developing call center leaders, employing coaching, feedback, and training techniques
Call Center Director
Tuition Management Systems
Newport
06.2002 - 01.2003
- Mastered the leadership of the Interactive Customer Care and Client Services Departments consisting of 6 supervisors and 120+ employees and a P&L of $10M
- Launched an IVR survey to capture the voice of the customer which provided critical data to make assessments in different areas to enhance service
- Deployed sales incentives for inside sales teams to accelerate company revenues by 40%
Education
Bachelor of Arts - Liberal Arts
Harvard University
Cambridge05-2011
Skills
- Budget management
- Client services
- Operations oversight
- Data analysis
- Customer experience
- Performance metrics
- Team leadership
- Change management
- Process improvement
- Effective communication
- Problem solving
- Operational excellence
- Cost reduction
- Technology integration
- Cross-functional coordination
- Operations management
- Performance management
- Employee development
- Cross-functional team management
Phone
H, 617-529-6854
Timeline
Vice President of The Contact Center
Vantage Deluxe World Travel
01.2015 - 09.2015
Regional Sr Operations Manager
IPC Systems Inc.
01.2011 - Current
SR. Product Manager Enterprise Solutions Business
BT Conferencing Inc.
01.2006 - 07.2011
Sr Call Center Operations Manager
BT Conferencing Inc.
03.2004 - 01.2006
Head of Call Center Operations, VP
Cap Gemini Ernst & Young / Genesis 10 Consulting
10.2003 - 03.2004
Call Center Director
Tuition Management Systems
06.2002 - 01.2003
Bachelor of Arts - Liberal Arts
Harvard University