Jordan Shields Email & Phone Number

- Engage with global, strategic clients to understand their unique business needs and architect end-to-end solutions that deliver maximum value.- Offer best practice recommendations, provide on-the-fly solution suggestions, and ask relevant questions to guide conversations.- Support sales teams in building confidence in Pindrop's solutions by articulating.

Key Accomplishments & Contributions:- Awarded 2 Hackathon Team Awards: Platform Love Award (2023) and Customer's Choice Award (2024)- Recipient of the Community & Environmental Giving Award (Global CKO, Talkdesk Values)- Selected to deliver live, real-time demos for Gartner and Forrester analysts- Led and coordinated Client Services events on a quarterly.

Key Accomplishments & Contributions:- President's Club Award & Attendee (2022/23)- Recipient of the Talkdesk Olympic Flag Bearer Award- Recipient of the Professional Services Innovator of the Year Award- Received 12 Community Contributor Awards (SPIFF) for consistent support, responses, and contributions to clients on the public Talkdesk Community site.

Greater Salt Lake City Area

- Specialized in rapidly deploying Enterprise CCaaS solutions (avg <50 days) embracing Talkdesk's "Move Fast" core value- Professional Services team lead focusing on global alignment in processes and methodology- Designed, deployed, and continuously manage/participate in the Subject Matter Expert (SME) initiative, bridging the gap between product and.

Sandy, Utah

-(all responsibilities and achievements listed below in previous Implementation roles).-Created and manage a Peer Recognition Program enabling recognition opportunities among team members with a weekly/monthly/quarterly reward system.-Developed a new hire guide to success outlining the tools and knowledge required to succeed.-SAAS Committee representative.

Sandy, Utah

-Promoted to Staff IM due to consistent success, accelerated knowledge acquisition, and demonstrated leadership qualities.-Proven ability to manage and implement global, enterprise level clients.-Recognized as an organizational-wide top performer unanimously in 2018 (Champions Club).-Part of 3 product launch teams ensuring accuracy, preparedness, and.

Sandy, Utah

• Primarily responsible for designing, building, and managing cloud based contact center solutions for SMB and Enterprise clients on a global scale.
• Act as project manager, business consultant/analyst, and systems architect throughout the development of small to Enterprise scale implementation projects in a SaaS environment.
• Provide Implementation-level technical configurations, scripting, and basic-intermediate programming as required.
• As a team lead for multiple products, I re-evaluate, simplify and optimize existing processes to expedite the efficiency and reduce the risks of forthcoming implementations.
• Became one of the first Implementation Managers to obtain a Knowledge Centered Support (KCS) Publishers License and Coach status due to my sustained contributions to our Knowledge Base.
• Adapted and embraced tools such as Salesforce, Studio, Smartsheet, WebEx, etc.

Midvale, UT

• Created, managed and organized development processes for new software and web technologies while re-organizing, restructuring and maintaining legacy products in a Saas environment;
• Handled full-scale JIRA administration including workflow design, user management, and initial creation from the ground up;
• Orchestrated, managed, and deployed 38 separate software programs on a consistent schedule ensuring client demands are attained;
• Enabled an estimated 20% increased team productivity through skillful leadership, closed-loop feedback and Agile coaching;
• Gathered data and analytical metrics to make informed, viable business decisions about sprints, workflows, and developer time tacking;
• Built and generated valuable reports based on analytical metrics for executive review to display code issues, developer budgets, and upward trends for software releases;

South Jordan, UT

• Strong ability to work effectively in high-energy, fast paced customer service industry.
• Trusted with thousands of dollars cash and credit card receipts; responsible for balance sheets nightly.
• Properly maintain and balance inventory stock based on sales predictions and forecasts.

Provo, Utah Area

• Designed, filmed, and created unique, modern motion videos from concept to completion.
• Responsible for care and upkeep of camera equipment, computer software/hardware, and lighting.
• Worked directly with high-profile clients in order to meet and exceed client expectations.
• Utilized Adobe Creative Suite 5.5 applications as primary source of video development.

Master’S Degree, Information Systems, 3.94 Gpa

-Built and maintained cloud environments in Amazon Web Services (AWS); -Business intelligence and analytics project for the University of.

Bachelor Of Arts (B.A.), Business Administration And Information Management

-Studied advanced systems analysis and design. -Strategic business management. -Corporate financial management. -Information technology.