Summary
Overview
Work History
Education
Skills
Goals
Quote
Accomplishments
Civic Experience
Certification
Hobbies
Timeline
Generic

Shannon Bourgeois

Braselton,GA

Summary

Forward-thinking Senior Manager adept at managing multiple teams of employees with five direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Versatile Senior Manager specializing in process management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Sr. Mgr Application Support

Verizon Wireless
03.2021 - Current
  • Initial member of Digital Ops Center driving the Staging & Content team delivering 4x weekly content release and supporting major device launches i.e. Iconic and Holiday week.
  • Driving Defect Management and Triage across Digital eco system partnering with vendors and our VZI teams daily to drive solutions with focus on customer experience. Supporting daily war room, 3x week GTS calls and updates to executive leaders.
  • Lead monitoring team to support Iconic and Holiday weeks implementing 3x daily health checks, daily L2 traction efforts to lower error rates and weekly updates to executives.
  • Built team to stand up Medallia PCT supporting our business partners in DIS analysis.
  • Supported SOW managing of vendors supporting our business needs. Oversaw vendor migration (Wipro - CTS) in summer.
  • Manage 70% of entire Director portfolio, backfill for Director when out , represent DOC team to CIO and Group CIO levels and represented DOC team in Digital leadership event in May 2022.
  • Provided strong leadership to enhance team productivity and morale.
  • Implemented and developed operational standards, policies and procedures.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Evaluated hiring, firing, and promotions requests.
  • Developed proposals and presentations for internal and external audiences.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Sr. Mgr IT QA

Verizon Wireless
10.2020 - 03.2021
  • Managing Test Management Office and Fraud & Security onshore team. This combined office is encompassing existing TMO with an expanded GDM footprint. This role also absorbed fraud onshore resources - testing and supporting fraud related defects and release programs in addition to various levels of fraud testing such as tier device support, promotion support and holiday support.
  • Provided strong leadership to enhance team productivity and morale.
  • Implemented and developed operational standards, policies and procedures.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Evaluated hiring, firing, and promotions requests.
  • Defined clear targets and objectives and communicated to other team members.
  • Performed root cause analysis to identify and resolve quality issues and defects
  • Implemented new quality assurance and customer service standards

Test Management Office (TMO) Lead

Verizon Wireless
09.2019 - 10.2020
  • TMO office is authority for all metrics and reporting supporting CXT QA org with focus on Defect, Status and Security Management. Streamlining reporting, managing defect tracking and active engagement with project support as warranted.
  • Served as POC for all CXT metric requests and acting liaison to supporting clients, giving guidance and support to executives in org representation of efforts (across multiple channels) and directing and protecting vision of the organization.
  • Responsibilities include: 1. Establishing, driving and delegating with respect the TMO footprint and game plan within the Global Delivery Model to achieve optimal success. 2. Tracking release milestones and historical repository for audit and training purposes 3. Bring awareness of defect ownership, manage tracking and driving of resolutions to contribute to successful release. 4. Bringing value to the management team by supporting the leads in tracking, process improvement and reporting 5. Supporting and driving Global Clearance SPOC activities. 6. Reviewing the CXT org Security vulnerabilities and driving resolution. 7. Engaging test leads, managers and counterparts on a daily basis to drive resolution on program health leading to a successful release. 8. Reaching across our various internal and business partners to establish a working relationship, collaborating and contributing to the overall resounding success for our frontline employees and consumers. 9. Tracking AWS costs and ensuing time reporting is allocated appropriately between capital and expense.
  • (September 2020) In addition to current role. A temporary role of Fraud QA Test Lead was absorbed as previous manager rolled off.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs

eCommerce Maintenance QA Lead

Verizon Wireless
05.2013 - 09.2019
  • Traveled yearly (2014-2018) to VDSI properties performing bi-partisan (MV/eCom) onsite support, reviewing yearly kickoffs, holding staff - new hires conferences and provide in depth KT's on various training topics.
  • Responsibilities are leading a pipeline handling 150+ enhancements per month and supporting a virtual QA team (average 15 resources) across onshore & VDSI properties
  • Handling all daily interactions, vacation calendar updates, on call rotations, team assignments and new hire training
  • Driving eCommerce maintenance pipeline for every release and working with various cross teams to be successful
  • Additional roles include:
  • VDSI SPOC handling new hires access setup, representing on weekly SPOC calls addressing compliance challenges
  • Tactical QA representing on weekly tactical Front Door calls discussing CR alignments
  • Maintenance POC to QA Automation
  • Coordinating .com efforts to meet the growing need to leverage automation across our various platforms
  • Maintenance POC to Test Only projects relating to ER's
  • Coordinating resources and results to adhere to CAM requests for .com regression support
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction
  • Improved quality processes for increased efficiency and effectiveness
  • Managed and archived quality documentation and participated in internal and external quality audits
  • Developed and deployed production control plans and created work instructions and procedures

MTS IV-Consultant-IT Quality Assurance

Verizon Wireless
08.2009 - 05.2013
  • MTS IV Consultant, handling research, testing validation, communication and support on multiple minor-major enhancements on a bi-weekly release schedule
  • This role supports all enhancements via Promotional Web Postings, Maintenance change requests and Production support for .com
  • Using agile methodology to communicate, promote and support the eCom initiatives
  • Additional tasks included incorporating automation scripts and making assignments.

IT Business Consultant (QA test lead)

Alltel
10.2004 - 07.2009
  • IT Business Consultant, handling multiple projects on a monthly basis for the Development Quality pipeline
  • This pipeline handled around 60 small to medium projects (across all of Alltel's applications) on a monthly basis w/ an average cost of $150K
  • Job specifics included requirements research and writing, white box and black box testing during all life cycles and managing contractors handling assignments and timesheets.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.

Call Center Supervisor

Alltel
06.1999 - 10.2004
  • Manager of average 15 personnel, responsible for daily, weekly and monthly reporting of sales, attendance and call volume stats to upper management on a weekly basis
  • Performed O/O's on a daily basis (covering weekly monitoring reviews) plus facilitated daily team meetings focusing on stats, goals and company news
  • Implemented company promotions and created team campaigns to provide challenging and competitive environment.
  • Center handling 100+ reps and 3000+ daily calls and all that comes with that
  • HR experience and training in FMLA, effective interviewing, hiring, employee counseling
  • Continuing education in the Managing It Right series, completing BI-annual personnel reviews and the daily attendance files
  • Experienced with interaction with local greeter offices, actual customer interaction and was chosen in May '01 to travel to Lincoln, NE for two weeks to provide support and training during the CAMS/DCRIS conversion to four greeter offices and the call center
  • Continuing advanced skill level in Wire line billing and ordering systems (CAMS/DCRIS)
  • Also, Certified in the Alltel Operating Process and HR training procedures
  • Managed CATV properties utilizing (AS400) cable billing and ordering systems
  • Daily interaction with local business offices, Cable dispatchers, chief techs and accounting to assist customers with billing issues, installations and repairs
  • Created Cable Alltel site with sales matrix and sales scripts relating to areas served
  • Responsible for supporting and observing Cable promo's to generate revenue and maintain customer base in seven N.E
  • GA counties and one South GA County
  • Also, assist local manager with cable support and services in Bolivar & Stockton, MO.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Trained team members on performance metrics and consumer behavior identification
  • Developed process controls and metrics for daily management of call center

Call Center Representative

Standard Telephone Company
03.1997 - 06.1999
    • Performed customer interaction around billing, service and repair while maintaining a focus on service, KPI indicators and sales objectives.
    • Responded to customer calls and emails to answer questions about products and services.
    • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Education

Master of Arts - Business Intelligence

Villanova University
Villanova, PA
10.2012

Master of Science - Applied Psychology

North Georgia College And State University
Dahlonega, GA
12.1996

Skills

  • Strategic Planning
  • Resource Allocation
  • Reporting Management
  • Cross-Functional Collaboration
  • Operations Planning
  • Training and Development
  • Process Improvement
  • Team Leadership
  • Organizational Development
  • Quality Assurance
  • Business Analysis and Reporting
  • Teamwork and Collaboration

Goals

To progress in a high paced environment with a challenging outlook. Broaden my abilities by learning new areas and embracing change by leveraging my communication skills. I have a desire to grow in my career with Verizon, increase my marketability and expand my skill set. All this so I can continue to be an asset to the company and a compliment to the customer.

Quote

Win their hearts and they will follow you anywhere

Accomplishments

    Received recognitions from every level of leadership including the inaugural Verizon "Next Horizon award" (Oct '22) from our group CIO for improvements in the defect management space.

Civic Experience

Adventures in Missions, 1998 - 2015, Spent my vacation time as a Project leader/ Trainer, Lead groups to various parts of the world in disaster relief, community wellness training and faith based initiatives. Responsibilities include pre-trip communication with groups, setup location (host) facilities, financial tracking, transportation coordination, online trip reporting and event planning.

Certification

  • UC Certified (1015932), Nielson Norman, 11/2016
  • Six Sigma Green Belt – Information technology, 10/2011
  • ITQSB (07-01219-USA), ITSQB, 07/2007

Hobbies

Enjoy saltwater angling and high altitude mounteneering.

Timeline

Sr. Mgr Application Support

Verizon Wireless
03.2021 - Current

Sr. Mgr IT QA

Verizon Wireless
10.2020 - 03.2021

Test Management Office (TMO) Lead

Verizon Wireless
09.2019 - 10.2020

eCommerce Maintenance QA Lead

Verizon Wireless
05.2013 - 09.2019

MTS IV-Consultant-IT Quality Assurance

Verizon Wireless
08.2009 - 05.2013

IT Business Consultant (QA test lead)

Alltel
10.2004 - 07.2009

Call Center Supervisor

Alltel
06.1999 - 10.2004

Call Center Representative

Standard Telephone Company
03.1997 - 06.1999

Master of Arts - Business Intelligence

Villanova University

Master of Science - Applied Psychology

North Georgia College And State University

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Shannon Bourgeois