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 complex product, cloud, and network architectures in a simple and understandable manner.- Identify and document all potential risks in a prospect or customer's deployment, lead internal discussions with stakeholders, and build mitigation plans.- Write accurate Statements of Work (SOWs) that include all requirements, deliverables, schedules, tasks, and pricing.- Lead complex deployments from project kickoff to transition, including gathering technical and functional requirements, configuring the solution, and supporting customers with testing, training, and go-live.

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 basis- Team Lead of 4 in Canada, North America, and LATAM regions, collaborating with global teams in EMEA/APAC for consistency, alignment, and goal attainment- Contributed to and provided SOWs/Change Orders for over 160 unique opportunities since Q1-2022, generating and securing more than $45 million TCV ($12 million ACV)- Defined and implemented multiple processes with continuous improvement initiatives, streamlining success in achieving goals and KPIs- Current leader on the global team in the SOW Accuracy KPI, achieving an 86% accuracy rate- Built multiple Salesforce reports and dashboards to track KPIs, metrics, team performance, and gamification scenarios for improvement tracking- Developed, optimized, and maintained the Solution Architect methodology, critical documents, and process improvement initiatives, ensuring modernization and efficiency as the primary contributor --Includes revamping Statement of Work & Change Order templates, product scoping verbiage & templates, onboarding/interview materials, and maintenance & improvements of architect tools- Partnered with the global sales organization to deliver training and process improvements, enhancing sales effectiveness and operational efficiency

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- Honored with the Community Hero Award (September 2021)- Red Shoes Living Philosophy Leader across Professional Services, including being a Quarterly Award Winner- Partnered with Product teams to develop innovative tools, streamlining Professional Services processes and delivering comprehensive training sessions, video recordings, and walkthroughs to global teams- Elected as Professional Services Panelist for SKO- Primary contributor to the Talkdesk Business Continuity Planning initiatives- Named Professional Services Hero of the Month (July 2021)

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 services - (Primary) SME products include: Studio, Dialer, Public APIs, Agent Assist (AI), Mobile Agent, and ProServ Methodology- Organize, manage, and maintain all methodology and training documentation revisions/updates across the global services department for consistency and relevance; Responsible for ensuring documentation submitted by team meets organizational standards before implementing into processes- Successfully manage multiple large scale, enterprise clients simultaneously (4-6 avg) while still meeting all defined organizational goals/metrics and delivering world-class implementations

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 responsible for planning and executing company events and programs.- Member of the Enterprise Document Council responsible for keeping critical documents up to date with accurate information and requirements that are vital to project success.

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 successful launches.-Team Lead as a Subject Matter Expert (SME) for 3+ products (process optimization, document mgmt, etc).-Designed and deployed certified training programs for internal team members and external partners.-Elected participant as a SAAS Committee Member.-Selected as a NICE Interactions representative 2018 and 2019.-Expert Services Silver Certified.-Knowledge Center Support (KCS) Coach, Licensed Publisher, and frequent contributor.-100% Customer Satisfaction (CSAT) scores over the last 4 quarters.-Designed and built new-hire training programs and develop/train new hires in an onboarding process.-Known as the 'go-to' person for questions relating to all of our platform offerings.

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.• Concurrently managed up to 13 separate projects and accounts while maintaining top-box scores on Customer Satisfaction Surveys (CSAT’s).• Trusted to travel alone on-site with Corporate clients to facilitate training for agents and management above and beyond my role’s primary duties and responsibilities.• Coordinate inter-departmental activities within the organization and engage/collaborate with external business partners on a consistent basis.• Facilitate Case management and Tech Support assistance to assist clients with technical resolutions and platform stability.• Work on a daily basis with global teams internally and externally in multiple countries and time zones.• Successfully built and launched NICE inContact’s first ever tenant on the new CXone Platform.• Built and deployed new scripting solutions to add feature enhancements and optimize scalability.• Helped create a Certified Implementation Partner training module to facilitate education and enablement for partner support on SMS implementations

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;• Bridged the gap between business management and development/IT with the ability to comprehend efficiently and effectively what both parties needs are;• Instilled six sigma principles, positive attitude, and best practices to re-brand a new internal culture which decreased employee churn;• Implemented countless continuous improvement processes to simplify software development, enabling developers to release rapid, quality software to end users;• Facilitated daily and weekly Scrum meetings to ensure success for short and long term goals;• Collaborated and managed communications with development and clients both internally and externally to manage prioritizing and monitoring incoming backlog tasks;• Managed the integration of departments throughout the organization as the focal point of communications between IT, Sales, Support, QA, Accounting, and Executive Management;• Mentored, developed, and coached 7 developers in best practices for Scrum, Kanban, Six Sigma and Agile Methodologies;• Constructed the API to fully integrate JIRA and Confluence to restructure the Knowledge Base;

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.

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

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