SHANNON WALLACE

• Designed and launched Photon’s customer onboarding workflow from scratch, improving the experience for new customers and internal teams.
• Managed billing for over 15 customers, and oversaw contract renewals, including process development and customer communication.
• Maintained ongoing relationships with key clients, responded to inquiries, and served as the liaison between customers and internal teams.
• Collaborated with product and operations to surface feedback and streamline the renewal experience.

Key Projects:

• Built Photon’s first onboarding playbook
• Developed a scalable renewal process from the ground up

• Maintained and continuously improved Notion-based process guides for BPO agents.
• Created training materials, coached agents, and led QA for customer and patient interactions.
• Managed high-priority escalations and surfaced patterns in customer feedback to improve tooling and processes.
• Worked directly with BPO leadership to set clear expectations and ensure service quality.

Key Projects:

• Built a structured Notion guide for daily BPO workflows
• Reduced handle time through process refinements and agent coaching

• Managed a high-performing support team of 10 agents and 2 coaches, including hiring, performance reviews, and weekly 1:1s.
• Built a new KPI scorecard system using custom formulas to help team members track performance and growth.
• Designed and led a new team standup format to boost engagement and operational focus.
• Championed a team culture of learning, accountability, and support.

Key Projects:

• Managed the top-performing team in the org for multiple quarters
• Created an entirely new performance tracking system, still in use