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Shannon Strahan is a seasoned professional with extensive experience in business intelligence and contact center engineering. Currently serving as the Business Intelligence Manager at State Collection Service, Inc., since March 2021, Shannon excels in vendor management and project coordination for speech analytics and communication platform transitions. Previously held positions at Premiere Credit of North America include Senior Contact Center Engineer and Business Analyst, where responsibilities included defining customer business functions, troubleshooting systems, and facilitating effective communication between technical and non-technical users. Additionally, Shannon has a background as an Information Technology Project Manager at Ontario Systems, LLC, providing support for various telecom systems and applications. Early career experience includes roles as an Avaya Support Consultant and On-Air Director at Ball State University. Shannon holds a Master of Science in Information and Communication Sciences and a Bachelor of Arts in Telecommunications Engineering, both from Ball State University.