Shawn Shaffer - Principal Consultant

Based in beautiful Gig Harbor, WA, Shawn is a seasoned professional with over 25 years of experience in several customer success leadership roles across different industries. His extensive expertise spans multiple facets of business operations, including client success, strategic sales, program management, and contact center operations. With a proven record of excelling in both domestic and international corporate environments, he has consistently demonstrated his ability to drive growth, enhance customer satisfaction, and optimize operational processes.

In his role as a Global Strategic Sales & Operations Business Manager for Microsoft business, he orchestrated the successful expansion of engineering teams, achieving remarkable growth within a short span. He highlighted his capabilities by overseeing a comprehensive overhaul of consumer support projects in Asia, ensuring the restructuring of contact center processes and exceeding client expectations.

His proficiency in managing P&L and budgeting responsibilities has resulted in consistent achievement of revenue and gross margin targets. His exceptional decision-making skills and adeptness in fostering partnerships with finance teams have led to the effective management of multimillion-dollar budgets. He has contributed significantly to the growth and performance of technical, customer service and satisfaction, client success, and sales teams, consistently surpassing revenue, and GM targets.

Shawn's expertise in program management is evident in his role managing LG, a global OEM electronics manufacturer, where he established streamlined processes across different international entities. He also played pivotal roles in top companies like Beats by Dre OEM Electronics and Expedia, where he managed client relationships, established offshore support instances, and consistently outperformed OKR/KPI targets.

In the realm of contact center operations, Shawn has spearheaded complex transitions to offshore locations while maintaining or even surpassing customer satisfaction levels. His proficiency in business process outsourcing (BPO) innovation, program design, and negotiation with C-level executives has been critical in driving operational excellence.

Throughout his career, he has displayed exceptional leadership in various roles, including ownership of consulting firms, senior engagement director positions, global client services director, and more. His educational background in Business Administration, coupled with certifications in COPC and extensive knowledge of SaaS/CRM platforms, Microsoft, and IoT landscapes, further solidify his expertise as a well-rounded leader.