Theodore Shell

Theodore Shell has a range of experience in operations management and customer service. Starting in 2015, they worked as a Workforce Analyst, responsible for monitoring call volume and coordinating resources to meet customer service goals. Theodore then moved on to the role of ECR Supervisor, where they coached and developed agents, monitored quality grades, and addressed department concerns. In 2016, Theodore became an Operations Manager, overseeing performance metrics and attendance for a department with both inbound and outbound representatives. As a Senior Operations Manager from 2018 to 2020, they continued their focus on performance metrics and supervision of reporting supervisors. In 2020, Theodore took on a role as Director of Customer Service, where they managed 18 departments supporting Samsung products and worked closely with finance to plan budgets and produce risk and opportunity reports. Currently, they are serving as Senior Director of Operations at NEARSOL, leading an operations community and prioritizing workplace culture and employee commitment to achieve performance goals.

Theodore Shell obtained a Bachelor's degree in Sociology from North Carolina State University.