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Shawndra Tobias is Etech’s AVP of Customer Experience. She has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager and Sr. Director of Operations. In her current role, she determines operational strategies by collection, cleaning and analysis of interaction data that assists clients in delivering an optimized customer experience and enhanced performance. Shawndra is directly responsible for creating frameworks for call center analytics, QA product development and iterative machine learning that establishes a strong data foundation for robust analytics to be performed.

Shawndra has over 25 years contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University. She also has Project Management experience applying PMI philosophy. She enjoys volunteering with Health Alliance for Austin Musicians, Wee Rescue, AustinPRIDE, United Way and Nacogdoches Boys & Girls Club. Shawndra spends most of her spare time outdoors hiking, rock climbing, kayaking and running.