Shannon has been an awesome partner as we have had several instances where we had to respond to immediate business needs involving quick ISD turn-around time. The client required the team to craft procedures, identify, and train agents to support a queue to begin taking calls in less than 48 hours; A product issue required the team to respond to an after-hours request (Friday evening) to again create procedures and train agents both domestically and at our vendor locations. Shannon has been responsive and eager to help. Thank you so much, Shannon, for coming to our aid!