Shane Talbot has over 14 years experience in the field on Internet customer service. His professional background includes direct-support, training, training development, project management, people management and product management. The recipient of numerous awards for excellence and innovation, Shane has a history of finding new and interesting solutions to complex problems. Most-recently completing a consolidation of seven knowledge bases into a single knowledge repository. Currently he is responsible for product management of the AOL help portal http://help.aol.com which serves millions of members annually.