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Fred Parlos is an accomplished professional with extensive experience in customer experience and quality assurance management. Currently serving as Senior Manager of Customer Experience at Shentel since July 2017, Fred leads a team responsible for workforce management, quality assurance operations, back office operations, and data analytics management. In this role, Fred acts as a product owner for multiple customer service applications, including the implementation of Genesys Cloud CCaaS and Pega Customer Service. Prior experience includes positions at Liberty University, where Fred held roles such as Assistant Director of Quality Assurance and Academic Advising, focusing on team leadership and performance enhancement. Fred possesses advanced degrees, including a Master of Science in Information Technology Management from Western Governors University and a Master of Arts from Liberty University.