Shannon Bowen Email & Phone Number

Miami, Fl, Us

Responsible for ensuring successful client CX technology / transformation journeys across a full spectrum of solutions and strategies.

Miami, Fl, Us

Responsible for designing concepts, solutions, transformations & pricing alternatives for BPO client and prospect opportunities. Support Sales and Operations teams with client facing collaboration on widely ranging size, scope and industry solutions for call center and digital transformation opportunities, all including people, process and technology. Also responsible for internal design & collaboration for technology solutions supporting sales and operations, to improve efficiency and effectiveness of forecasting and integration with ERP systems.

Responsible for designing solutions and pricing for Business Process Outsourcing (BPO) client opportunities, typically within the call center space. Involves applying my technical knowledge and innovation experience, strategic thinking and logistics understanding. Support sales teams for Communications and Consumer Goods vertical. Solutions include call center sizing, staffing, technology, voice & data automation, telecommunications, CTI, and more.

AT&T Field Inventory: Responsible for finding, identifying and cataloging LEC field infrastructure equipment in 3-states. Sites included Central Office (CO) and Remote Terminal (RT) locations. Location specific information was captured and documented, including GIS, infrastructure equipment type and age, fiber capacity use and status, power systems and battery condition, etc., for thousands of RT sites and hundreds of CO locations. Part of the project mission was to validate and correct essential location information. I identified and implemented better methods of location pre-mapping and listing, which quickly placed me as the top performer. These methods were documented and shared, so improvements could be integrated with future software and training.Natural Gas - Energy (Company Confidential): Short-term contract. Provided strategic direction for Call Center, Telephony, IVR & CRM solutions to meet aggressive growth plan. Provided documented, detailed roadmap.

Atlanta, Georgia, Us

Integral part of the initial startup team for design and deployment of city-wide municipal WiFi networks. Responsible for maintenance program design & ongoing operation, from startup, for field technical support for all markets, nationwide, including: Creation and implementation of network element naming convention standards, field maintenance, troubleshooting, local-market customer support and ad-hoc network design efforts. Field management and maintenance of a complex WiFi network environment, currently surpassing 10,000 network elements. Created and drove Maintenance RFP/SOW for local contractors to perform aerial lift & tower work, in conjunction with local-market EarthLink engineers (staff).  Hired and manage a staff of 10 remote employees.

Atlanta, Georgia, Us

Responsible for strategy, implementation and operation of EarthLink’s worldwide call center Cisco ICM voice technology environment. Responsible for the architecture and deployment of routing strategies, call center technology functions, voice network connectivity and automation solutions. Responsible for engineering and implementation of offshore outsourced call centers, and was responsible for the technology aspects of downsizing domestic locations and continuing capacity and routing changes within the environment. Pioneered the design and directed the development and deployment of a very successful CTI application, integrating with multiple CRM systems at 14 worldwide call center locations with varying ACDs & configurations, resulting in a $2M annual savings and improved routing flexibility and call accounting. Directed the research and development of our own telephony connector for the CTI connection between SAP CRM Web Client to the Cisco ICM CTI platform.

Basking Ridge, Nj, Us