Sharon Kerins is a Channel Optimisation Manager specializing in non-voice channels with over 20 years of experience in telecommunications, focusing on realtime, planning, and business improvement roles. They have held various positions at T-Mobile, including Genesys Call Routing Analyst and Senior Real Time Analyst, and served as Real Time Manager and Channel Optimisation Manager at BT Group from 2011 to 2023. Sharon is recognized for their strong operations skills and expertise in project delivery and process improvement for contact centers.
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