Shavonne Holland

Current Role
Director of Customer Experience at Copperfield Chimney Supply. Has been with Copperfield for five years and in the Director role for three years, having progressed internally from manager of customer partnerships.

Professional Focus and Philosophy
Leads at the intersection of customer success and customer operations, emphasizing proactive problem prevention informed by data and trends. Measures success by customer clarity and confidence rather than busyness, and prioritizes long-term process improvement.

Career Background
Over 15 years leading customer experience and operational teams in complex, high-pressure environments, including contact center leadership. Early career included supervisory work at Teleperformance, which shaped her trajectory into broader operational roles.

Education
Attended the University of the Virgin Islands; a year of 2010 is referenced in the interview.

Advice to the Next Generation
Do not wait for permission to believe in yourself. Confidence comes from speaking up, asking questions, taking up space even while learning, seeking clarity over perfection, advocating for yourself, and choosing leaders and environments that challenge with respect.