Sharon P.
About Sharon P.
Sharon P. is a seasoned professional in contact center technology, having held key roles at Western Alliance Bank and Discover Financial Services.
Company
Sharon P. has held significant roles in prominent financial institutions, including Western Alliance Bank and Discover Financial Services. Her expertise encompasses various facets of customer contact and call center technology, making substantial impacts on the operations and efficiency of these organizations.
Title
Sharon P.'s roles have included Director - Customer Contact & Call Center Technology at Western Alliance Bank and Sr. Manager in multiple capacities at Discover Financial Services. Her leadership positions allowed her to drive innovative solutions and improvements within these organizations.
Work Experience
Sharon P. has an extensive background in contact center technology and engineering. She served as Sr. Manager - Outbound Contact Engineering for nearly a decade at Discover Financial Services, where she also took on the role of PCI Compliance Manager. In her recent role at Western Alliance Bank, she led the implementation of a new contact center technology platform, enhancing customer satisfaction significantly.
Key Projects and Initiatives
At Western Alliance Bank, Sharon P. led a team to implement a new contact center technology platform, achieving a 20% increase in customer satisfaction scores. At Discover Financial Services, she developed a strategic plan that reduced outbound contact costs by 15% over three years. She also presented at the 2022 Customer Contact Week conference, sharing insights on modernizing contact center operations.
Mentorship and Certification
Sharon P. holds a certification in PCI Compliance, which played a crucial role during her tenure as PCI Compliance Manager at Discover Financial Services. She has mentored junior engineers and managers, enabling them to advance their careers and contribute more effectively to contact center technology advancements.