Shannon Bowen Email Address

Director, GLobal Solutions and Innovation

Worldwide leaders of Customer Experience Management & Business Process Outsourcing. Contact Us for more information.

EXECUTIVE SUMMARYAccomplished senior level manager with 20+ years of leadership and business experience from market leaders in various industries. Versatile and innovative, with proven success in start-up, turn-around, and ongoing operations. I have provided creative, cost effective and successful solutions with projects ranging from initial concept to startup to ongoing operations and maintenance. Some highlights are: Defined and implemented startup field maintenance program and field technical support for first 5 EarthLink Municipal WiFI markets. Designed and deployed Computer Telephony Integration (CTI) solutions for over 3000 call center agents in a world-wide call center enterprise, representing improved customer and agent experience, while saving over $2M annualized cost.  Identified and reduced operating expense by $3 million annually within 1st 3 months at Earthlink. Designed and developed Customer Relationship Management (CRM) and solution delivery for all aspects of call center operations, business and process engineering, infrastructure, technology design, support and IT management. Pioneered and directed voice automation projects that significantly reduced expenses, saving over $20M per annum. Provided strategic and tactical management leadership for growth and development of contact center operations for MCI, totaling over 30 call centers in the US, Canada, India, Philippines and Caribbean, responsible for responding to 25M customer interactions per year. 10+ years experience in end-to-end CRM dynamics, logistics, operations, workforce management and vendor management.  17 + years experience in technology related areas of finance, telecommunications and CRM/contact center business.  Consistently earned exceptional performance merits, awards and bonuses for exceeding goals and objectives.Specialties: Call Center management and metrics, CRM dynamics - including various ACDs, CTI, IVR. Field Operations, managing remote employees and outsourced partners in Call Center and WiFi - technical environments.