Shelley has over twenty years of experience in contact center operations and management consulting in the private and public sectors. She has held corporate leadership roles in Fortune 500 companies in the telecommunications and internet industries leveraging her deep expertise of building new, highly successful customer service centers, developing turnaround strategies, and designing customer support expansions across omni channel environments.
Shelley expanded her wealth of experience into health, federal and nonprofit sectors, helping clients design business processes and standards that produce operational excellence. Her numerous accomplishments have been spotlighted in company marketing campaigns, print ads and radio shows. She was the recipient of JD Powers awards including Top Executive and Best Customer Service Operations.
Shelley has served on 3 boards in numerous capacities in the Washington DC Metropolitan area and New York, mentoring young women and underserved communities.
As an Engagement Manager at Censeo Consulting Group, Shelley serves as the Customer Support Subject Matter Expert managing a breath of federal client contracts. She has led efforts to build a firmwide Diversity, Equity, and Inclusion program and currently serves as the Communications and Information Sharing lead in the firm.
Education and Certifications
- BS, Sociology, Towson University, Towson, Maryland
- PMI™ Certified Project Management Professional (PMP®)
- Supply and Demand Chain Executive Magazine “Pro to Know” (2022)