Shandon Bailey is a Senior Manager in the Consumer Communications Product Line for Civilian Services at Serco, where they lead client-facing initiatives for the Centers for Medicare and Medicaid Services - Eligibility Support program. Previously, Shandon provided leadership in various capacities at companies like General Dynamics Information Technology and Vangent, Inc., focusing on multi-channel contact center operations and business development. Shandon holds a Bachelor's degree in Business Administration and Management from the University of Northern Iowa and multiple associate degrees in General Studies. With strengths in process improvement, change management, and increasing consumer satisfaction, Shandon is recognized as a subject matter expert in omni-channel contact centers.
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