Shawn Pugh is a seasoned customer experience and operations professional from Westland, Michigan, with over a decade of leadership in team development, real-time operations, and crisis resolution. Known for his ability to thrive under pressure, Shawn has worked across various supervisory roles where he led initiatives to improve service delivery, streamline incident response, and enhance client satisfaction. Backed by certifications in Firefighting from Kalamazoo Valley Community College, his unique background brings a calm, strategic mindset to high-stakes environments. He excels in collaborative problem-solving, team building, and workflow optimization.