Author name: Shawndra Tobias

Shawndra Tobias is a professional problem solver who is passionate about creative, data driven performance management that enhances the customer experience via focusing on excellent agent experiences. She has over 23 years of experience in contact center leadership with emphasis on operations, data and reporting management and project management. Shawndra received her Executive Data Sciences certification from Johns Hopkins University in 2018, is a certified Advanced Business Analyst and is a L3 IBM Recognized Data Expert. In her spare time, you find her running a trail, floating on a lake, or climbing a mountain.

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