Shelander Hicks

Shelander Hicks serves as a Quality Assurance Analyst and Team Lead at 10Xfive, where he leverages over seven years of extensive experience in project coordination and quality management to drive operational excellence. In his current role, Shelander is instrumental in developing and implementing robust training programs that enhance the skills of both current and new agents during the onboarding process. His expertise in quality control is reflected in his ability to establish comprehensive quality scorecards and metrics that not only monitor performance but also incentivize agents through bonus structures.

Shelander's commitment to maintaining high standards is evident in his daily reports and quality reviews, which provide actionable insights for continuous improvement. His attention to detail and problem-solving skills enable him to identify areas for enhancement, ensuring that projects remain on schedule and within budget. By coordinating and supervising both onsite and remote project teams, he fosters a collaborative environment that promotes effective communication and teamwork.

Additionally, Shelander's proficiency in SQL and data analysis empowers him to extract valuable insights from complex datasets, further informing strategic decisions that enhance customer satisfaction. His ability to present findings through Microsoft Word and PowerPoint allows him to effectively communicate strategies and results to stakeholders. As a goal-oriented professional, Shelander is dedicated to not only achieving project objectives but also to cultivating a culture of quality and excellence within the organization. His leadership in the quality control department positions him as a key player in driving 10Xfive's mission to deliver exceptional service and results.