Shawn Greene

Dynamic professional with extensive expertise and readiness for leadership roles. Proven success in driving business growth and enhancing operational efficiency through strategic initiatives. Committed to fostering team collaboration and delivering impactful results, recognized for reliability, adaptability, and effective problem-solving skills. Proficient in business management, leadership, and customer relations, bringing a strategic vision that aligns with organizational goals.

• As Supervisor, Technical Support, recognized the need to create a dedicated Business Technical Support and Technical Service Delivery team to support the Saskatchewan, Manitoba and Ontario regions. Through a proposal to the Director, Customer Care, we staffed six Business TSR positions and launched the team in 2012. Six months later, I identified the opportunity to improve Business client experience and launched the first dedicated Business Service Delivery department in Shaw to enhance new client onboarding and streamline redundant processes saving the company an estimated 400,000 in yearly operational costs.
• Implemented a Service Call booking process for high touch, high profile Business customers in Saskatchewan, Manitoba and Ontario. Getting buy-in from Operational leaders to ensure same day Mean Time to Turn Resolve. Saw immediate results in MTTR reduction resulting in stickier clients and 10% increase in Customer Satisfaction scores. Feedback led to creation of a national MTTR process.
• For the past 8 years, the Winnipeg Business Technical Support team has remained top of class for all efficiency metrics in Business Technical Support across Canada. The key to our success was creating and nurturing an environment of trust and responsibility and putting those values at the center of everything we do.
• In the F16 Employee Engagement survey, the Winnipeg Business Technical Support team achieved a 100% engagement score. Over the previous six years, teams I’ve led have consistently scored amongst the highest in employee engagement surveys.
• Project Manager for the design and implementation of the Shaw Business Beta Pipe Space. An internal knowledge base for employees. As lead for the project, we launched the Business Beta Space in September 2016 under a tight deadline. I was responsible for leading the team in design, creation, user experience and content moderation. Post-launch we were responsible for increasing usage and adoption. Achieved 300% increase in adoption over the course of six months leading to further enhancements and is used today throughout the organization.
• Key architect in a Transformational project to redesign our Business Technical Support team. Creating specialized positions for our Managed Services offering. Enhanced customer service, knowledge and skill resulted in world class customer satisfaction scores, reduction in churn and was one of the key factors in securing Gold status with our partners at Cisco.

• Professional Skills:
• A natural leader, garnering respect of employees through honesty, accountability, integrity and fairness, while inspiring team members to achieve above and beyond their personal best.
• Progressively advanced into higher leadership roles, beginning with a Tier 2 Support role in 2006 to Manager, Managed Services in 2024.
• Consistently demonstrated a customer-focused approach through everyday decision-making aimed at putting the needs of Shaw/Rogers customers and their customer experience first.
• Ability to take on challenging situations with empathy and sincerity proven through repeated positive feedback from high profile customers and stakeholders.
• Strong initiative through volunteering and taking on lead roles in working groups and national projects.
• Time-management and multi-tasking proven by consistently meeting tight deadlines on team projects. Regularly prioritize and delegate to ensure all aspects of projects are covered and completed on time.
• Strong management skills demonstrated as leader of one of the top performing technical support teams in the country. This is achieved by anticipating challenges and preparing team members to ensure everyone is trained and equipped to tackle issues in a timely and efficient manner.
• A passionate problem-solver with the knowledge and experience to lead with confidence.
• Goal-oriented with the ability to work in a fast-paced, dynamic, rapidly changing environment shown through years of leading a strong team through organizational changes.
• Lead, mentor and develop current and future leaders within teams by creating a trusting environment that empowers team members to contribute creative ideas, innovate and perform at their best.
• Big picture vision with a passion for organizational success.