Sean E. Shields Email & Phone Number

New York, Ny, Us

Pleasanton, California, Us

London, Gb

A highly motivated Customer Experience Professional with deep expertise in designing and implementing Market Research, Voice of the Customer, and Employee Engagement feedback programs. Most recently managed a portfolio of 17 enterprise customer accounts that included select Fortune 500 companies, leading their customer success journey through critical listening to identify business challenges, crafting success plans to leverage latest tools/functionality to measure progress , client onboarding/training, leading program implementation through internal coordination of cross-functional/global teams while driving account profitability, incremental expansions and renewals through strategic account goals.

London , Co

Charged with successful implementation, management and monitoring of policies/processes/tools in driving successful delivery of the region's $60M business. Responsible for mentoring, training and coaching region’s 25 Project Managers on delivery best practices. Chaired weekly meetings with VP Team Leads to review key issues/challenges/opportunities that required problem solving/creative solutions. For new business opportunities, engaged with client service in providing both proposal and program/project design consultation. Slashed project management costs by 30% in 2014 through strategic outsourcing and automation, while ensuring the continuation and enhancement to quality protocols.

London , Co

Led on-time, on-budget and flawless delivery of sector’s $50M business in delivering customer insights. ​Played a pivotal role implementing career development initiatives and crafting training on a wide variety of best in class research techniques. Constructed sector policies to drive efficient execution, ensure accurate project estimation and developing motivated teams. Primary sector liaison with operations to ensure effective and efficient execution of projects, in line with client expectations. Served as the chief architect of an operational plan that achieved $1.4M project management savings and increased operating income by 1.5% in 2009.

London , Co

Through strategic and operational leadership, identified and developed best practices/policies that lead to enhanced operational efficiency and quality. Played a key role in vetting outsource suppliers, defining and leading the strategy to create and manage a best-in-class support model to achieve cost reductions while maintaining flawless execution. Continuous collaboration with the Quality Management group to drive Six Sigma quality initiatives. Regular communication with client service organizations to ensure our internal structures and global resources were properly aligned to support their business needs.

London , Co

Responsibilities included management, scheduling, and daily work prioritization for DP staff. Developed and implemented several initiatives to ensure projects were delivered on time, with high quality and on budget. Managed escalated issues/concerns and delivered corrective solutions. Led outsourcing of projects with sister company in India and with local DP vendors.

St. Louis, Mo, Us