Speaker

Shawndra Tobias, Etech Global Services

AVP of Customer Experience

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Speaking Session: How To Blend AI With Human Intelligence to Improve Customer and Agent Experience

Shawndra Tobias is Etech’s AVP of Customer Experience. She has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager and Sr. Director of Operations. In her current role, she determines operational strategies by collection, cleaning and analysis of interaction data that assists clients in delivering an optimized customer experience and enhanced performance. Shawndra is directly responsible for creating frameworks for call center analytics, QA product development and iterative machine learning that establishes a strong data foundation for robust analytics to be performed. Additionally, she

  • Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades.
  • Support organizational growth through servant leadership and providing strategic client direction, building new relationships as well as ensuring that client projects are delivered according to schedule.

Shawndra has over 25 years contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University. She also has Project Management experience applying PMI philosophy. She enjoys volunteering with Health Alliance for Austin Musicians, Wee Rescue, AustinPRIDE, United Way and Nacogdoches Boys & Girls Club. Shawndra spends most of her spare time outdoors hiking, rock climbing, kayaking and running.

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