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Sylva joined Leed’s as director of customer operations in 2006 after more than 20 years of leadership roles in operations for shipping giants UPS and FedEx. During his tenure at Leed’s, he helped to facilitate many process improvements within the customer operations departments he managed. Dave Lassman, vice president of operations at Leed’s commented, “In the three and a half years Shannon was with Leed’s, he and his teams reduced quality issues by over 50 percent and improved order processing productivity by more than 50 percent. But most importantly, Shannon achieved these ends through fostering a service culture that is truly customer-centric, and his efforts have resulted in the best customer service team in the industry.”
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