Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
2015 SPC Recognition Award
2017 Level Up Platinum Achiever
2018 Level Up Platinum Achiever
GlowGetter Top Sales 2021
Glowgetter Top Sales 2022
Asurion Leadership Exchange Program Graduate
WGU Strategic Thinking and Innovation Award
Generic
Shaun Buchanan

Shaun Buchanan

Tolleson,AZ

Summary

Dynamic leader in strategic operations and people programs with over 18 years of experience enhancing performance, employee engagement, and scalable solutions within the customer service, technology, and insurance sectors. Expertise in designing and implementing comprehensive programs throughout the employee lifecycle, including onboarding, performance management, and offboarding, while collaborating effectively with HR Business Partners, Talent Acquisition, IT, Legal, and Finance teams. Proficient in process optimization and change enablement, leveraging data-driven insights to inform decision-making. Committed to fostering inclusive, people-first cultures that drive organizational success.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Onsite Manager

Teksystems, Inc (Contract)
03.2025 - 07.2025
  • Managed daily operations of a contractor team of 300, overseeing personnel matters such as conduct, attendance, and compensation.
  • Collaborated with client stakeholders and Human Resources to ensure compliance with company policies and conduct.
  • Acted as a liaison to maintain adherence to contractual and Department of State guidelines.
  • Led onboarding processes and facilitated team development sessions, supporting supervisor-led meetings and compensation planning.
  • Conducted weekly timecard and pay reviews using Oracle PeopleSoft and Workforce software to ensure accurate payroll processing.
  • Handled sensitive information related to hiring, employee pay, and background clearance.
  • Designed and launched scalable onboarding and coaching programs, enhancing engagement and performance for over 300 support representatives.
  • Developed and implemented training programs, achieving a 67% reduction in onboarding time for new hires.
  • Streamlined scheduling processes with workforce management software, optimizing staffing based on forecasted call volumes.
  • Conducted performance evaluations for call center supervisors, providing feedback focused on behavior-based coaching and improvement.

Operations Manager

Asurion, Customer Solutions
05.2023 - 03.2025
  • Managed a team of over 300 Technical Support Representatives, ensuring alignment with key performance indicators.
  • Coached and developed a team of 9 remote supervisors, resulting in a 14% improvement in sales productivity.
  • Achieved over 18,000 annual sales with a retention rate of 89%, maintaining adherence to core values.
  • Contributed to a Net Promoter Score of 96% in 2024 through improved employee feedback metrics and leadership development.
  • Resolved escalated customer complaints effectively, maintaining a positive customer experience.
  • Participated in agile sprint cycles with cross-functional teams to address operational challenges and enhance workflows.
  • Conducted regular quality assurance audits to ensure adherence to company policies and procedures.
  • Engaged in regional employee resource group initiatives to support marginalized groups.

Senior Manager

Asurion
07.2019 - 05.2023
  • Managed operations for a Customer Support Team of over 500 employees, emphasizing leadership development and strategic planning.
  • Partnered with Product and Security teams to enhance platform stability and influence roadmap prioritization using performance insights.
  • Coached operations managers for alignment with organizational KPIs and leadership principles.
  • Implemented a serve, solve, and sell strategy, boosting annual sales by over $7,000,000 and reducing customer churn.
  • Collaborated with development and Security Operations teams to maintain platform stability and mitigate risks.
  • Ensured payroll compliance and quality customer interactions across multiple channels through meticulous oversight.
  • Conducted quarterly business reviews with executives, analyzing performance trends to enhance client relationships.
  • Improved frontline performance with training and behavior-based development sessions.
  • Developed and implemented scalable programs aligning with business goals and compliance standards.
  • Led change management for program launches, utilizing feedback loops and targeted messaging for clarity and buy-in.

Operations Manager

Asurion
10.2015 - 07.2019
  • Guided and supported a team of Contact Center Supervisors to enhance daily performance and align operations with strategic goals.
  • Conducted gap analysis and stakeholder interviews for performance improvement initiatives, resulting in a 15% increase in sales productivity within two months.
  • Collaborated with Product and Security teams to ensure platform stability and continuity by contributing performance insights and frontline feedback.
  • Reduced site attrition from 43% to 12% by implementing an exit interview process, significantly decreasing voluntary terminations.
  • Maintained a Net Promoter Score of 91% through focus on customer engagement, first call resolution, and daily inspection.
  • Achieved a resolution rate of 96% in consecutive years by optimizing tool usage, continuous education, and targeted training.
  • Improved site communication and process visibility by managing SharePoint and distribution lists, and ensured compliance with FMLA and ADA standards through meticulous attendance audits.
  • Collaborated with HRBPs, Finance, and IT to align service delivery with business goals, compliance standards, and workforce planning.
  • Led change enablement initiatives for new pay models and coaching frameworks, managing communications, training, and adoption across teams.
  • Utilized performance data and analytics platforms (Observe.AI, NICE, Power BI) to identify trends, measure program ROI, and inform continuous improvement.

Premier Support Supervisor

Asurion, Customer Solutions
09.2013 - 10.2015
  • Coached and motivated tier 1 technical support representatives through timely feedback and weekly performance sessions.
  • Assisted frontline agents with troubleshooting and call escalations, while identifying trends and best practices.
  • Monitored agent productivity and real-time activity to ensure adherence to call metrics and schedules.
  • Analyzed call center metrics to identify areas for improvement and administered coaching action plans as necessary.
  • Developed performance action plans that enhanced KPIs, including Call Handle Time, Resolution, and Call Quality.
  • Achieved a 96% coaching accuracy rate by employing a coaching model focused on root cause analysis.
  • Consistently maintained a quality analytics score of 96%, surpassing the organizational benchmark of 90% through targeted coaching and performance monitoring.

Remote Sales Advisor

Homesite Insurance Company
02.2012 - 09.2013
  • Generated insurance sales through inbound calls, consistently achieving a Net Daily Premium of $3,000 with an availability rate of 87% or higher.
  • Identified and advised customers on suitable insurance options, fostering follow-up opportunities for future sales engagements.
  • Recognized as a top sales driver in December 2012, Q1 2013, and Q2 2013 for consistently exceeding premium sales targets and contributing to overall revenue growth.

Contact Center Supervisor | Membership & Insurance Service Mentor

AAA Member Services
08.2006 - 10.2011
  • Supervised a team of customer service representatives, enhancing service delivery and customer satisfaction in membership and insurance services.
  • Mentored team members to improve proficiency, resulting in more efficient handling of complex inquiries and reduced escalations.
  • Provided coaching and performance feedback, leading to improved first-contact resolution and customer satisfaction scores.
  • Managed inbound and outbound interactions, ensuring consistent service across phone, email, and chat channels.
  • Guided the team in utilizing web-based tools and online resources for technical diagnostics and device verification.
  • Reviewed service ticket submissions for accuracy and urgency before dispatch.
  • Audited customer interaction records and escalation logs to maintain documentation standards.
  • Delivered billing and account support training, enabling cross-functional service coverage.
  • Managed call queue overflow strategies and reallocated resources during peak times to maintain service levels.
  • Achieved 70% efficiency target improvement, contributing to $1.3 million in annual savings.

Adult Care Worker

Southwest Counseling Center, Transitional Living
02.2004 - 08.2006
  • Provided comprehensive support and care to adults in a transitional living environment, facilitating their personal development and assisting with daily living activities to promote independence and well-being.
  • Facilitated practical skill-building sessions to promote accountability, independence, and readiness for self-sufficient living.
  • Delivered advocacy services including housing assistance, benefits counseling, and resource navigation to support long-term success.
  • Promoted community engagement through group activities and shared living environments, fostering peer connections and support networks.
  • Monitored participant progress through goal tracking, regular check-ins, and personalized guidance to ensure alignment with independent living objectives.
  • Collaborated with case managers, social workers, and external agencies to coordinate services and ensure continuity of care.
  • Maintained detailed documentation of participant interactions, progress notes, and service outcomes in compliance with program standards.
  • Demonstrated empathy, cultural sensitivity, and trauma-informed care principles in all participant interactions.

Quality Analyst

LTD Direct Marketing
02.2002 - 11.2005
  • Supported customer satisfaction initiatives by managing data entry processes, improving data accuracy, and streamlining workflow operations.
  • Conducted call monitoring and scoring to assess service quality, identify improvement areas, and ensure compliance with performance standards.
  • Provided feedback based on QA insights to enhance communication effectiveness and resolution accuracy.
  • Utilized quality analytics to track performance trends and support continuous improvement efforts.
  • Maintained documentation of customer interactions, QA results, and resolution notes to ensure transparency and consistency.
  • Collaborated with internal teams to align service delivery with client expectations and operational benchmarks.

Education

Bachelor of Science - Business Administration, Management

Western Governors University
Salt Lake City, Utah

Associate degree - General Studies

New Mexico State University, Dona Ana Branch Community College
Las Cruces, NM

Skills

  • Operational efficiency management
  • Client support
  • Strategic leadership
  • Effective conflict resolution
  • Task management
  • Customer engagement strategies
  • Retention management
  • KPI analysis expertise
  • Sales resource management
  • Analytical problem-solving
  • Sales performance improvement
  • Sales growth strategies
  • Strategic marketing
  • Troubleshooting and support services
  • Performance improvement planning
  • Workforce optimization
  • Understanding of business ethics
  • Quantitative analysis
  • Organizational change management
  • Process optimization
  • Project site oversight
  • Organizational strategy development
  • Team building
  • Collaborative team development
  • Project execution management
  • Budget management skills
  • Effective problem resolution
  • Analytical decision making

Accomplishments

Spearheaded the transformation from a service-only culture to a service-and-sales model across voice and messaging operations, resulting in a 25% average monthly increase in sales performance.


Improved Resolution Rate performance by 5% monthly through enhanced training, process refinement, and frontline support


Achieved a 25% average monthly increase in sales performance through targeted enablement and cultural shift.


Delivered measurable improvements in customer experience and operational scalability through targeted process enhancements and stakeholder alignment.


Headed a remote team of 700+ messaging/chat agents delivering technical and sales support, with oversight of Managers and Supervisors across multiple regions.

Certification

  • Asurion Everyday Leadership Green Belt Certified, Asurion
  • Coaching Soft Skills, Asurion
  • Sales Integrity, Asurion
  • Integrity/Diversity/Interviewing Certified Interviewer, Asurion
  • Strategic Thinking/Innovation, Western Governors University
  • Business Analytics, Asurion
  • Fundamentals of Agentic AI: Business Implications and Ethical Insights, LinkedIn
  • Integrating Generative AI into Business Strategy, LinkedIn
  • Salesforce: Sales Automation for Salespeople, LinkedIn
  • Workday, Asurion
  • Avaya, Asurion
  • Observe AI Voice Analytics
  • Microsoft Office
  • NICE
  • Amazon Web Services

Timeline

Onsite Manager

Teksystems, Inc (Contract)
03.2025 - 07.2025

Operations Manager

Asurion, Customer Solutions
05.2023 - 03.2025

Senior Manager

Asurion
07.2019 - 05.2023

Operations Manager

Asurion
10.2015 - 07.2019

Premier Support Supervisor

Asurion, Customer Solutions
09.2013 - 10.2015

Remote Sales Advisor

Homesite Insurance Company
02.2012 - 09.2013

Contact Center Supervisor | Membership & Insurance Service Mentor

AAA Member Services
08.2006 - 10.2011

Adult Care Worker

Southwest Counseling Center, Transitional Living
02.2004 - 08.2006

Quality Analyst

LTD Direct Marketing
02.2002 - 11.2005

Associate degree - General Studies

New Mexico State University, Dona Ana Branch Community College

Bachelor of Science - Business Administration, Management

Western Governors University

2015 SPC Recognition Award

Honored by Verizon Wireless with a Top Performance Award, nominated by the Vice President, Senior Director, and Site Director in recognition of exceptional leadership and year-long operational excellence.

2017 Level Up Platinum Achiever

Awarded to Asurion's top-performing Operations Manager for consistently leading all peer managers in key operational metrics, driving exceptional efficiency, team performance, and organizational productivity.

2018 Level Up Platinum Achiever

Awarded to Asurion's top-performing Operations Manager for consistently leading all peer managers in key operational metrics, driving exceptional efficiency, team performance, and organizational productivity.

GlowGetter Top Sales 2021

Recognized for top sales performance in 2021, exceeding organizational targets by 25% through strategic enablement, customer engagement, and consistent execution.

Glowgetter Top Sales 2022

Honored by Verizon Wireless with a Top Sales Performance Award, nominated by the Vice President, Senior Director, and Site Director in recognition of exceptional leadership and year-long operational excellence.

Asurion Leadership Exchange Program Graduate

Completed Asurion's Leadership Development Program, a selective initiative designed to cultivate emerging leaders through executive mentorship, strategic networking, and self-advocacy training—preparing participants for director-level opportunities and broader organizational impact.

WGU Strategic Thinking and Innovation Award

Recipient of the Strategic Thinking & Innovation Certificate from Western Governors University, demonstrating advanced competence in mental agility, adaptive thinking, organizational strategy, problem-solving, and team leadership.

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