Shannon Redford
Kansas City,MO
Summary
Dynamic Senior Manager with over 20 years of experience leading operations and technology teams. Adept at driving process improvements and implementing solutions that enhance efficiency, scalability, and customer satisfaction. Proven leadership in managing cross-functional teams and mentoring talent to achieve business goals.
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
22
22
years of professional experience
Work History
Senior Manager, Global Operations
TREVIPAY (F/K/A MSTS)
02.2019 - Current
- Lead a diverse global support operations team across seven countries, enhancing service delivery and customer satisfaction through strategic leadership and continuous improvement programs.
- Manage vendor contract, expansions to scope and perform operational reviews, audits, including onboarding, training, and benchmarking.
- Increase offshore CX team productivity by 20% and reduce errors by 25% through continuous training, improving agent performance and team competence.
- Drive a feedback loop to advocate for changes that will enhance the overall customer experience and provide insights on prioritization to the product teams to represent the voice of the customer.
- Analyze operational data including AHT, time-to-close, case volume, NPS, and productivity.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Provided strong leadership to enhance team productivity and morale.
Senior Manager, Salesforce, Robotic Processing Automation (RPA) and Partner Integrations
TREVIPAY (F/K/A MSTS)
10.2021 - 03.2023
- Led a team of 14 overseeing technical integrations, process improvements, administration of Salesforce and Service Cloud, and Robotic Process Automation (RPA).
- Collaborated with other departments to identify automation opportunities to reduce EBITDA and implemented automations reducing overhead costs by 15%.
- Advocated and implemented employee job levels reducing staff dissatisfaction by 40%.
- Assured the work and deliverables of the team met high-quality standards, were consistent with best development practices, were optimal for the business processes, and releases were effectively coordinated with operational teams.
Implementation Manager
TREVIPAY (F/K/A MSTS)
03.2019 - 09.2021
- Partnered with key stakeholders to manage and prioritize requests and document requirements, drive development, and ensure successful delivery of projects aligned with timeline and budget
- Entrusted with complex, confidential assignments, including divestitures and acquisitions.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
- Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
IT Manager, ERP
BLUE CROSS BLUE SHIELD OF KANSAS CITY
03.2017 - 08.2017
- Partnered with PwC and managed the Workday ERP project team, project plan, and deliverables for the ERP implementation, including requirements gathering, data extraction, integrations, testing, data archival, and conversion of legacy data.
- Led daily stand-up meetings to set the context for the coming day's work and assigned tasks accordingly.
- Provided weekly status reports, operational metrics, and escalations to business stakeholders, including senior and executive leadership, to track project progress and mitigate timeline concerns.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
IT Manager, Quality Assurance
BLUE CROSS BLUE SHIELD OF KANSAS CITY
01.2014 - 02.2017
- Partnered with Sogeti to review and assess the test maturity levels within the department and provide recommendations & a roadmap to optimize efficiency and processes within the department.
- Coached and managed a team of 13 full-time Quality Assurance (QA) testers and up to 20 contract workers on daily processes, employee relations, and independent decision-making skills.
- Reduced manual tracking effort by 90% by creating metric dashboards using Power BI.
- Improved overall company performance and individual employee performance and development by identifying future leaders and working collaboratively to overcome training gaps and non-conformance issues.
- Managed allocations of QA team across 40-plus projects and helped drive projects to successful completion using both Waterfall and Agile methodologies.
- Created release manager role to ensure the integrity of the production environment was protected and ensured coordination occurred for product releases.
- Equipped the IT management team with data to assess project quality, defect root cause, project distribution, and staffing issues & successes.
Director of Development Operations
University of Central Missouri
08.2002 - 08.2010
- Successfully implemented an ERP solution by ensuring business requirements were concise & executed.
- Directed & managed the development and foundation budgets totaling 32 million dollars, managed up to 24 staff members, and created a prospect research program to help secure additional support for the University.
- Partnered with a selected consulting firm to conduct an internal audit of current operations and realigned the infrastructure for future preparedness of a campaign.
- Prepared forecasting reports based on staffing needs, proposed positions, and personnel budgets and submitted them to the Foundation Board of Trustees
- Oversaw compliance with government regulations and reporting standards for the Council for Advancement and Support of Education (CASE) standards and Voluntary Support of Education (VSE)
- Increased fundraising revenue by implementing innovative donor engagement strategies and targeted campaigns.
- Strengthened relationships with existing donors through timely acknowledgment letters, reports on funded projects, and invitations to participate in exclusive events.
Business Analyst Promoted to Account Manager
NETSALES, INC.
09.1999 - 02.2001
Marketing Support Representative Promoted to Marketing Programs Manager
DATA SYSTEMS INTERNATIONAL
06.1997 - 08.1999
Education
Bachelor of Science - Business Administration, Business Management & Marketing
SOUTHWEST BAPTIST UNIVERSITY
Bolivar, MO05.1997
Skills
- Onshore & Offshore Operations
- Project Management
- Technology Implementation/CRM (Banner, Workday, Salesforce)
- Problem Solving
- Adaptability
- Customer Service
- Cross-functional collaboration
- Strategic planning
- Operations management
Community Service
I enjoy giving back to the community both in my personal and professional life. I have helped coordinate many opportunities with philanthropic organizations, including Harvesters, the American Red Cross, Ronald McDonald House, Hope Faith Ministries, and Operation Breakthrough.
Timeline
Senior Manager, Salesforce, Robotic Processing Automation (RPA) and Partner Integrations
TREVIPAY (F/K/A MSTS)
10.2021 - 03.2023
Implementation Manager
TREVIPAY (F/K/A MSTS)
03.2019 - 09.2021
Senior Manager, Global Operations
TREVIPAY (F/K/A MSTS)
02.2019 - Current
IT Manager, ERP
BLUE CROSS BLUE SHIELD OF KANSAS CITY
03.2017 - 08.2017
IT Manager, Quality Assurance
BLUE CROSS BLUE SHIELD OF KANSAS CITY
01.2014 - 02.2017
Director of Development Operations
University of Central Missouri
08.2002 - 08.2010
Business Analyst Promoted to Account Manager
NETSALES, INC.
09.1999 - 02.2001
Marketing Support Representative Promoted to Marketing Programs Manager
DATA SYSTEMS INTERNATIONAL
06.1997 - 08.1999
Bachelor of Science - Business Administration, Business Management & Marketing
SOUTHWEST BAPTIST UNIVERSITY
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