Shannon R. Stephens Email & Phone Number

Franklin, Tennessee

Greater Nashville Area, TN

• Created analysis of retail customer shopping behavior and reports for product teams and leadership, using SAS, SQL, Microsoft Excel, Business Objects, and MicroStrategy. Modeled potential outcomes based on shopping.
• Presented findings to business leaders and helped create strategies to grow revenue and shopping. Partnered with product teams and peers to educate on customer and product category trends.
• Managed segmentation for over 2MM annual retail customer shoppers for the retail channel. Built customer targeting to support marketing through direct mail, email, and social media.

Greater Nashville Area, TN

• Led team of 13 managers and data analysts to implement and support business reporting and analytics in the Business and Government Customer Operations organization.
• Provided guidance and developed strategy with business leaders responsible for driving customer-impacting KPIs. Created business unit analysis tools for business leaders using SQL, Microsoft Excel, and DOMO to measure.
• Developed business reviews for VP and organization leaders which delivered insights to drive strategic initiatives, provide direction, and give guidance for business improvement.

Greater Nashville Area, TN

• Created strategies with service account teams to improve performance of managed enterprise accounts in the Business and Government Customer Operations organization. Presented business results and project updates to.
• Subject matter expert (SME) on customer churn, implementing churn reduction initiatives. Implemented analysis tools using SQL, Microsoft Excel, and Tableau to provide insight into customer churn risk and to assess.
• Managed strategic account management application, partnering with IT developers on improvements. Aligned business and system strategy to deliver enhancements benefiting account planning and task tracking.

Greater Nashville Area, TN

• Launched 3 enterprise-wide applications to improve time to resolution and efficiency for 25,000+ Customer Service agents. Introduced national reporting for knowledge management resources, utilizing SQL, Microsoft.
• Directed a team of 6 business analysts working projects with IT and business stakeholders impacting all Customer Service. Delivered adoption of tools within customer service, increasing tool utilization to grow the KM.
• Created strategy for the development of service support applications, partnering with IT development teams. Responsible for orchestrating the development of technical requirements, interface design, business case, and.

Greater Nashville Area, TN

• Created technical requirements, interface design, business case, project management, and implementation of knowledge management projects. Implemented strategy for online applications with IT development team partners.
• Launched and managed knowledge management search, including design, testing & analysis, which supported 50,000+ frontline employees in customer service and retail sales.
• Developed WebTrends Web Analytics and Omniture SiteCatalyst (now Adobe Analytics) reports.

Greater Nashville Area, TN

• Handled a portfolio of service receivables for regional and national accounts, responsible for exceeding over $100K collected per month.
• Received constantly superior performance evaluations, leading to special project work and team responsibilities.

Bachelor Of Science - Bs, Aviation/Airway Management And Operations

Activities and Societies: Beta Theta Pi

Graduate Certificate, Human Computer Interaction