Customer support and support operations
Team leadership, service levels, escalations, billing-related operations, quality, workforce practices, operating reviews, and cross-functional improvement.
Contact
Let’s talk about the support organization you are building or improving.
I am open to conversations about customer support leadership, support operations, Amazon Connect, cloud customer experience, knowledge management, enablement, AI-assisted support, quality, analytics, and technical communication.
A useful conversation
Start with the problem, not the job title.
Some conversations begin with an open role. Others begin with a support challenge, a contact-center decision, a knowledge problem, or a need to improve onboarding, quality, or operational visibility.
The most useful starting point is a short description of the problem, the team, and the outcome you are trying to improve.
Email
contact@shanebaker.cloud
LinkedIn
linkedin.com/in/shanebaker78 ↗
Location
Lehi, Utah
Work preference
Remote or hybrid near Lehi
Availability
Available for full-time and selected consulting conversations
Relevant conversations
Topics where I can contribute quickly.
These are the areas where my operating experience, technical depth, and communication skills are most useful together.
Amazon Connect and contact-center modernization
Operating models, migration planning, Salesforce integration, routing, analytics, agent experience, security, cost, and implementation tradeoffs.
Knowledge management and AI readiness
Taxonomy, article standards, governance, search, feedback, self-service, knowledge gaps, and grounded AI assistance.
Onboarding, training, and performance support
Role-based learning, customer education, coaching systems, train-the-trainer, job aids, practice, and learning analytics.
Quality, analytics, and continuous improvement
QA strategy, calibration, coaching loops, root-cause analysis, executive metrics, operational health, and prioritization.
Technical visualization and executive communication
Architecture diagrams, process maps, service blueprints, prototypes, executive briefs, technical explainers, and training visuals.
Before we speak
Three things that make an initial conversation more useful.
The current challenge
What is creating friction for customers, employees, managers, or the business?
The environment
What team, tools, workflows, constraints, and service expectations are already in place?
The desired outcome
What would need to improve for the effort to be considered successful?
Case-study library
Review support transformation work
Explore Amazon Connect, AI, knowledge, quality, enablement, analytics, and technical communication projects.
Explore Work → MethodologySee how I approach improvement
Review the discovery, mapping, design, validation, implementation, and continuous-improvement framework.
View How I Think → ExperienceReview leadership and technical depth
See career progression, operating scope, platforms, certifications, and measurable outcomes.
View Resume →
For hiring teams
Start a conversation
Targeted resumes and focused project walkthroughs are available.
The public site provides a broad view of my experience. For a specific role, I can provide a targeted resume and point you directly to the case studies, deliverables, and technical examples most relevant to that position.