SB Shane BakerCustomer Support Knowledge Center
Connected expertise

Capabilities for improving the whole support system.

My experience spans support leadership, cloud contact centers, AI, knowledge, education, quality, analytics, and technical communication. The value comes from connecting these disciplines around customer needs and operational outcomes.

See how I approach improvement Explore the work library
How I think

A practical method for understanding before changing.

I begin with customers, employees, current workflows, business goals, constraints, and measurable outcomes. The methodology connects discovery, current-state mapping, requirements, design, tradeoffs, validation, implementation, and continuous improvement.

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Core capabilities

Eight disciplines working as one operating system.

Each capability can solve a specific problem. Together, they support a more effective, scalable, and understandable support organization.

01
Leadership & operations

Support leadership and operating models

Design roles, ownership, service commitments, escalation paths, workforce practices, governance, and cross-functional operating rhythms.

  • Support strategy and organizational design
  • Omnichannel operations and service levels
  • Escalation, retention, billing, and technical support workflows
  • Executive communication and operational reviews
Related transformation work →
02
Cloud customer experience

Cloud contact-center architecture

Connect channels, routing, CRM, cases, automation, analytics, identity, knowledge, and agent workflows using Amazon Connect and AWS services.

  • Amazon Connect operating models
  • Salesforce and support-system integration
  • Serverless workflows and event-driven architecture
  • Security, scalability, resilience, and cost considerations
Explore the architecture library →
03
AI-assisted support

AI workflows that support human judgment

Use AI to improve prioritization, search, summarization, guidance, quality signals, and decision support while keeping people accountable for outcomes.

  • Agent assistance and manager copilots
  • Knowledge retrieval and answer grounding
  • Interaction analysis and operational signals
  • Human review, confidence, governance, and escalation
View the AI Copilot Workspace →
04
Knowledge management

Knowledge that is structured, governed, and usable

Build systems that help agents, customers, trainers, and AI tools find trustworthy information at the moment a decision is made.

  • Information architecture and taxonomy
  • Article standards and content governance
  • Search, feedback, self-service, and gap detection
  • AI readiness and knowledge-centered support
View the knowledge system →
05
Customer education & enablement

Learning connected to real support performance

Combine onboarding, role-based learning, practice, coaching, job aids, knowledge, certification, and analytics into a continuous enablement system.

  • Support onboarding and role-based learning
  • Scenario practice and performance support
  • Manager coaching and train-the-trainer systems
  • Customer education and product adoption
View the enablement platform →
06
Quality & improvement

Quality programs that lead to action

Connect scorecards, sampling, calibration, coaching, customer feedback, knowledge gaps, and operational trends into a continuous-improvement loop.

  • Quality strategy and scorecard design
  • Calibration, disputes, and evaluator consistency
  • QA-to-coaching and QA-to-knowledge workflows
  • Lean process improvement and root-cause analysis
View the quality program →
07
Operational analytics

Metrics that help leaders decide what to do next

Translate service, workforce, quality, customer, knowledge, and financial data into clear operational health signals and executive decisions.

  • Support KPI and outcome frameworks
  • Executive dashboards and operating reviews
  • Contact reasons, forecasting, and capacity planning
  • Business cases, cost models, and implementation measures
See analytics in the flagship case study →
08
Technical communication

Visual explanations for complex systems

Use diagrams, interface design, infographics, motion, process maps, learning graphics, and executive briefs to make technical and operational ideas easier to understand.

  • AWS architecture and workflow diagrams
  • Service blueprints and customer journeys
  • Figma prototypes and support dashboards
  • Illustrator, Photoshop, After Effects, and Premiere
View the visualization system →
Professional evidence

Capabilities grounded in operating experience.

The site distinguishes completed professional outcomes from conceptual designs. The examples below reflect the kinds of responsibilities and measurable improvements represented across my experience.

Proven resultContact-center modernization

Led platform and operating changes involving Amazon Connect, NICE CXone, support workflows, staffing, and service delivery.

Proven resultReduced customer wait time

Improved service operations and contributed to an approximately 8% reduction in wait time.

Proven resultReduced service escalations

Improved support processes, training, and knowledge practices associated with an approximately 10% reduction in service-call escalations.

Proven resultImproved quality performance

Built coaching, training, and knowledge practices that improved QA consistency and team performance.

Choose a path

Review the thinking or see it applied.

Methodology

How I approach improvement

See the discovery, design, implementation, and continuous-improvement framework.

View How I Think →
Case-study library

Support transformation work

Explore detailed operating models, architecture, quality, knowledge, enablement, and AI projects.

Explore the Work library →