Shaun Spencer

Shaun Spencer is a Senior Manager UCaaS Omni Channel Solutions at Paycor, based in Burlington, Kentucky, United States.1 He has extensive experience in voice strategy for large multi-national corporations, with a strong background in contact center technology and operations.1

Career History

• Paycor: Senior Manager UCaaS (September 2019 - Present)1
• Citi:
  • Senior Vice President of Global Voice Operations (June 2011 - June 2019)
  • Vice President of Voice Infrastructure (September 2006 - August 2011)
  • Vice President of Citi Cards Operations (2003 - 2006)1
• Melita International: Contact Center Consultant (1998 - 2003)
• Chase Bank: AVP Collections (1996 - 1998)
• Bank One: Collection Manager (1994 - 1996)
• Sterling Inc: Area Collection Manager (1989 - 1994)1

Education

Shaun studied at Akron University from 1983 to 1986.1

Expertise

Shaun is PMI and ITIL certified level one, specializing in Contact Center Design, Consulting, and Optimization.1 His experience includes managing global operations support teams, implementing cloud-based contact center solutions, and developing comprehensive multi-contact channel solutions for both voice and non-voice customer interactions.1

Achievements

• Reduced telephony expenses by $1.5 million annually and cost avoided $2.4 million spend with vendors at Citi1
• Recipient of the 2013 Leaders In Excellence Award for North America Consumer Brands at Citi1
• Led a national team to redefine the entire collection strategy for Citi Cards Collections, resulting in a 15% increase in performance1