Shannon Luke-Daly is a Senior Manager of Process, Quality and Operations at Juul Labs. They possess expertise in leadership, customer experience, interior design, stakeholder engagement, sketching and 23 more skills. Colleagues describe them as "I consider anyone fortunate that has the opportunity to work for, alongside, or with, Shannon! Her organizational skills, attention to detail, and passion for furthering Juul’s mission are inspirational. Upon starting at Juul, Shannon immersed herself in our agent-facing internal knowledge base to fully understand the role of each agent. Through this exercise, she was able to recognize what was needed to take our customer support and agent experience to the next level. Shannon audited, rebuilt, and reorganized our global internal knowledge base. This project has resulted in increased CSAT scores, improved KPIs, and stronger agent retention. Shannon is an incredible asset to any organization and I hope that I get the opportunity to work with her again in the future. She truly is an expert when it comes to document control and process management." and "Shannon brings a unique blend of business acumen and creative design to work - and to her collaboration. I've partnered with her for several years in an internal comms/comms tech capacity. She gets where the future is going in terms of business communications design and vision... yet understands, through her change management skill, how to bring even reticent people to the party. She's also a driver who can make things happen. I see her as perfect in a tech-forward role where her attention to detail, creativity, and collegiality will be welcome and allowed to shine."