Shannon Phipps Email & Phone Number

Write scripts for film, television and web.

Olathe, Ks

· Provide web support by updating corporate website as needed. · Provide support for GSA site maintenance. · Conduct Human Resources duties, including employee acquisitions. · Perform duties as instructed by Vice President.

Query and analyze data for the purpose of providing support for new or enhanced requested functionality on behalf of the Sales/Customer Service departments. Write IT requirement documents outlining Sales/Customer Service user needs for the software applications and other internal applications. Monitor progress to ensure requirements are processed and completed as required. Perform user acceptance and regression testing for the software application and other internal applications and provide feedback. Coordinate internal communication to explain to Customer Service and Sales new functionality and/or processes. Write customer mass emails regarding system enhancements and program changes.Provide Customer Service with reporting that will assist them in providing process controls and process efficiencies.

· Manage a variety of projects from start to finish including marketing, billing, and information systems.· Provide cost-benefit analysis to COO for use in making sound corporate decisions. · Build Excel spreadsheet documents for use by CEO and COO as accounting and business organizational tools.

· Managed all aspects of the Reason Code Tracker program including compliance, accuracy, training development and delivery and incentives program for thirteen contact centers.· Recommended strategic solutions reducing costs, improving customer satisfaction and decreasing customer churn by analyzing behavioral data gathered from call observations and calling trends. · Wrote concept documents to create and implement new applications into the billing system.· Implemented product information into the existing tracker system to reduce the cost and ensure efficiency.· Analyzed behavioral data from observations of customer calls and presented strategies used to transform contact center opportunities into strengths.· Managed five analysts ensuring their work was complete, consistent and accurate.

· Wrote and implemented action plans for contact centers increasing quality assessment scores and meeting the 95 percent objective within the project deadline. Lead high-quality teams to secure these achievements.· Created job aids for contact center employees to reference while assisting customers and ultimately decreasing average call handle time. · Proof read documentation and procedures communicated by the quality department to ensure overall comprehension and proper grammar and spelling were used.· Developed and facilitated training curriculum for management teams regarding effective coaching, resulting in customer and employee satisfaction and a reduction in customer churn.

Bachelor Of Science, Management & Human Relations

Associate Of Arts, General