Shellie is a highly skilled executive leader in the CX/EX/SX consultancy practice. She specializes in providing manufacturer agnostic contact center technology solutions and business operations best practices. Her approach is holistic, with a portfolio-based strategy that aims to enable high efficiency and achieve expected return on investments (ROIs). Shellie focuses on various specialty areas, including contact strategy, adjunct technology utilization, and operational best practices for OMNI channel solutions such as chat, email, and text. She has expertise in CCaaS (Contact Center as a Service), UCaaS (Unified Communications as a Service), IVR (Interactive Voice Response), digital transformation, workforce management (WFM), quality management/quality assurance (QM/QA), knowledge management, and performance measurement at the CX, EX, and Stakeholder (SX) levels. By optimizing and enabling product capabilities, Shellie ensures maximum ROI from both financial and operational perspectives.
Shellie's journey in the contact center space began during her teenage years when she started working with her parents. She initially worked as an agent and later expanded her involvement into the technology sector, focusing on LAN (Local Area Network) and PBX (Private Branch Exchange) administration. Throughout her career, she had the privilege of collaborating with talented and innovative peers and leaders. This experience allowed her to explore various aspects of contact center operations and technologies, constantly seeking to understand the "What, Why, When, Where, and How" of the field. Shellie's inquisitive nature and sponge-like learning approach enabled her to develop expertise in both technology and business best practices across all disciplines of a contact center.
In addition to her technical and operational knowledge, Shellie has added formal program and project management skills, as well as Six Sigma training with certifications. She inspires others to ask critical questions and leverage data to tell a compelling story. Shellie has consistently delivered tangible results, including significant cost savings in the millions and improvements in process efficiency that lead to enhanced customer satisfaction (CSAT), employee satisfaction (ESAT), and Net Promoter Score (NPS).
Shellie's driving philosophies can be summarized as follows:
"Build it and it will come": She believes in creating effective solutions that will attract positive outcomes and results.
"You can only change what you measure": Shellie emphasizes the importance of measuring performance and using data to drive meaningful change.
"We don't need to fix a million people at once. We need to focus on the one thing that impacts Mrs. Jones. Fix her issue, and the rest will naturally happen": Shellie prioritizes personalized and customer-centric approaches, understanding that addressing individual needs can have a cascading effect on overall success.
Experienced Program Manager with a track record of winning awards, boasting over 20 years of operational expertise. Combining hands-on technical knowledge and project management skills, Gina has consistently delivered high-quality solutions that enhance productivity, reduce costs, and optimize resource utilization. Throughout her career, Gina has held various roles in the Contact Center industry, including Agent, WFM Manager, Contact Center Manager, Operations Manager, Customer Relations, Business Development, Project and Program Manager, and VP of a Global Project Management Office. This diverse background equips her with a unique skill set to support your overall goals.
Gina specializes in identifying and leading highly-skilled teams to deliver successful enterprise communications and technology solutions in both private and public sectors. Over the years, she has assisted organizations of varying sizes, ranging from 50 to 45,000 agents, in making significant and impactful technology shifts, establishing strong operational foundations.
As a Business Simulation Facilitator and Coach, Gina guides companies at every stage of their adoption with Agile, Scrum, DevOps, and ITIL methodologies. Leveraging business simulations, her clients have witnessed increased throughput, enhanced collaboration between divisions, and improved employee experiences, resulting in higher return on investment (ROI).
Gina's core focus lies in prioritizing people, fostering strong team dynamics, and delivering outstanding customer service. She thrives in challenging environments, consistently demonstrating professionalism and adeptness in initiating, managing, and executing a portfolio of projects while nurturing robust business relationships.
Recognized both internally and externally, Gina is highly collaborative and acknowledged as the driving force behind establishing relationships that drive success with business partners.