Shannon Wallace

Shannon Wallace is an experienced professional in client services and quality analysis, currently serving as a Client Services Quality Sr. Analyst at Cox Communications since February 2015. Wallace has successfully utilized Nexidia Voice Analytics and AI tools to develop impactful Quality scoring guidelines and partnered with analytics leaders to standardize customer experience across departments using Tableau and Power BI. Previously held positions include Client Services Quality Analyst II at Cox, where automation of data extraction reports significantly reduced manual workload, and Client Manager at Clear Harbor, responsible for maintaining relationships with multiple clients in the telecommunications sector. Earlier experience as Verizon Wireless Quality Department Manager at Alorica involved developing customer experience initiatives, while roles at JPMorgan Chase & Co. focused on managing credit card lending services and creating credit scoring models. Shannon Wallace holds a Bachelor of Science degree from North Carolina State University.