Resume

Work History

April 2018 - Present

Instructional Designer

TTEC

I currently work for TTEC. I design and develop learning solutions to address the development needs of the American Red Cross Sales contact center organization.

March 2013 - April 2018

Instructional Designer

First Data Corporation

I worked as an Instructional Designer at First Data for four years. I worked with the launch teams for Perka, Insightics, Gyft, and Verint Speech Analytics. I created instructor-led, blended, and eLearning solutions. I also coded reference tools, created training videos and the eLearning content development standards for the ISD team.

Sept 2013 - March 2012

HR Manager

Shippensburg Health Care Center

I had full HR responsibilities for a 125-bed skilled nursing facility with a nursing and support staff of 140 employees. Responsibilities included staffing, performance management, compensation and benefits, disciplinary actions, safety, workers' compensation, terminations, training and development, and wellness initiatives.

Education

2016 - Present

Ed.D. Leadership

City University of Seattle

I am studying Leadership with a concentration in Entrepreneurship and Innovation. My current focus is on social media marketing for small-mid sized businesses with an emphasis on tribes and communities.

2013

Educational Technology

Boise State University

A project-based Master's program that focused on theoretical foundations, hands-on technology skills, and integration strategies for today’s learning environments.

2012

B.A. Labor Studies and Employment Relations

The Pennsylvania State University

I managed the course selections within the degree program to earn a certificate in Information Sciences and Technology and a concentration in Human Resources.

Design Skills

Photoshop

Adobe XD

Illustrator

Instructional Design Tools

Articulate Storyline

Adobe Captivate

Camtasia

HTML & CSS

Testimonials

Director Project Management, Process Improvement

First Data

Shannon was instrumental in getting the materials gathered for a difficult client project. She went out of her way to discover process steps the client was unwilling to share. By creating her own web page and actually using the tools the client was implementing she created classroom materials with little help from the client.  Thanks for being innovative in working through ZenDesk and Client materials.

VP Strategy and Programs

First Data

Shannon has been an awesome partner with as we have had several instances where we had to respond to immediate business needs involving quick ISD turn-around time. 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 program 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!

VP Product Deployment

First Data

Thanks for your support and dedication throughout this migration. Your willingness to travel, spend countless hours with various team members and provide non-stop support during the onsite training classes enabled us to seamlessly move the level two work groups to Hagerstown. Sure appreciate all that you do!

Senior Project Manager

First Data

At the last minute (Friday afternoon and Monday morning), Shannon stepped in and helped complete my project. She made a PowerPoint presentation more interactive in Articulate Storyline so agents were not only watching on their own screens, but could participate in training, instead of being talked to. Shannon, this project would not have met this deadline if you had not stepped in and helped me. I appreciate your team work attitude, the way you embrace innovation, and the way you collaborate. Thank you!