Shan M. Lee
3070 Kingstree Drive  Deland, Florida 32724
Phone: (386) 956-7147 Email: [Send email using form at bottom]

Summary 
A results-oriented business professional with over ten years experience in the
customer service, call center and telecommunications industries.  Excellent
Project Management, leadership, communication, team building, strategic planning,
and problem solving skills.  Ten years progressive experience assessing business
operations and implementing proper balance of people, processes and technologies
to improve employee productivity and achieve high customer service levels. 
Recognized for having the ability to develop client-focused organizational
cultures resulting in significantly higher customer satisfaction. 

Call Center Management
•	Twelve years progressive call center and customer service management
experience, including as Trainer, Customer Service Manager and Telecommunications
Manager and Project Manager, in the telecommunications, electric utility,
financial, ISP, software development, medical insurance and media industries.  
•	Ten years experience involving the development of strategic plans, budgets,
and managing large and small teams of multiple disciplines.
•	Five years experience directing activities of call center and technical staffs
to build call center operations from 15 seats to 125 seats.  This involved
issuing RFP’s for call center systems, managing vendors and installation of PBX,
IVR, ACD and all peripheral systems for telecommunications and CRM in the call
center.  Managed a staff that started as 2 supervisors with 10 agents and grew to
12 supervisors with 125 agents and 15 quality control monitors.  Increased call
volume from 2000 outbound and 1000 inbound per month to over 20,000 outbound and
12,000 inbound per month, increasing revenue by over 80%.

Process Improvement/Development/Knowledge Management
•	Two years experience directing IT system changes and training material updates
to comply with HIPAA regulations for Delta Dental State Government Programs.
•	Integrated systems in California, Texas, Pacific Rim and EMEA into one “follow
the sun” call center solution to accommodate 24x7 worldwide helpdesk.  This
integration involved legacy Siemens systems and Cisco AVVID VoIP and Call Manager
implementations to accommodate telecommuting employees and international travel
of sales force.
•	More than 10 years experience managing organizational change and developing
employee training materials for new processes and technologies.
•	Acted as Project Manager to implement Syntellect IVR/VRU and upgraded ACD
applications from Meridian MAX to Symposium 4.2.
•	Trunking and call flow analysis for Avaya PBX, Periphonics IVR and Aspect ACD
for Aspect ACD hardware and software upgrade.

Call Center Technologies
•	More than ten years experience leading call center technology projects at
multiple companies that included evaluating, recommending and project managing
the implementation of new tools, such as CRM, CTI, ACD, IVR, Automatic Dialer,
VoIP and WFM.

Call Center Metrics/Reports
•	Seven years experience leading groups responsible for developing call center
metrics and reporting that provided strategic overviews of business operations
and in the areas of SLA compliance and employees and systems productivity.
•	Provided daily, weekly and monthly analysis of performance trends and
recommended solutions for and areas having downward trends.
•	Developed presentation and report formats used in Monthly Account reviews with
clients.

General Business Skills
•	Directed staff of up to 12 supervisors with 150 plus employees.
•	Managed organizational P&L’s with project budgets to $15M.
•	Excellent PC, MS Office, MS Project, Visio and Crystal Reports skills.
•	Four years experience working with Sales and Marketing to develop and deliver
presentations on call center support services to perspective clients, as well as
RFP “boilerplate”, RFP responses, and cost models.
•	More than 10 years project management experience; including building two call
centers from the ground up, as well as consolidating existing sites, and
upgrading or re-engineering existing IT infrastructure and software.
•	More than 10 years experience in vendor management and contractor relationship
management.




Employment History

Orlando Sentinel Communications								8/07 – Present
•	CTI/IVR Specialist

Orlando Sentinel Communications (Contractor)						11/06 – 8/07
•	CTI/IVR Specialist

Delta Dental of California – Rancho Cordova, California					2/2002– 10/2004

•	Contact Center Analyst

PeoplePC – San Francisco, California						            11/2000 – 2/2002

•	Manager, Global ISP Network Capacity Planning

Remedy Corporation – Mountain View, California					            12/1999 –
11/2000

•	Telecommunications Manager

Pacific Life Annuities – Newport Beach, California						8/1999 – 12/1999

•	Telecommunications Analyst (Contractor)

Commonwealth Energy Corporation – Tustin, California					4/1997 – 8/1999

•	Telecommunications Manager
•	Customer Service and Call Center Manager

Citizens Communications – Johnstown, New York						2/1992 – 4/1997

•	Customer Care Representative

Education

University of New Orleans
University of Virginia
Numerous Management, Business and Technical Courses

Technical Proficiencies

Siemens LC-WIN BVO/BVC EMML	Enterprise Networking		Microsoft Project           

Project Management Methodologies	Bridges/Routers		Visio
Voice/Data Communications		Networking Protocols		Crystal Reports
HIPAA					Cisco AVVID VoIP		Symon
Traffic Analysis				Aspect ACD & WFM		E-Talk
CRM					Premise Cabling/Wiring		Nortel Meridian MAX                           
Telecommunications Technology	Fiber Optic Media		Nortel Call Pilot CTI
LAN/WAN Technology			Periphonics IVR		Avaya PBX/ACD 
Genesys CTI				Syntellect IVR			Nortel PBX, opt. 81C
Siemens/Rolm Hicom 300e		Capacity Planning		Nortel Symposium
Blue Pumpkin WFM