Brian Shumaker Email & Phone Number

Greater Chicago Area

I have the privilege to lead Percepta's outstanding, global team of talented learning specialists, supervisors, and learning managers to deliver exceptional learning experiences for our clients. We build our partners' and learners' capabilities and ensure quality by leveraging the best in adult learning theory, learning technology, and active learning delivery practices. Our team serves as the face of Percepta to new hires and takes seriously this responsibility to create a great first… Show more I have the privilege to lead Percepta's outstanding, global team of talented learning specialists, supervisors, and learning managers to deliver exceptional learning experiences for our clients. We build our partners' and learners' capabilities and ensure quality by leveraging the best in adult learning theory, learning technology, and active learning delivery practices. Our team serves as the face of Percepta to new hires and takes seriously this responsibility to create a great first impression at the start of the employee journey. Our learning delivery team is consistently rated as world-class by our learners across the globe, and we are always striving to serve our customers (our learners) and our clients better. Show less

-Build the EXP+ CX Learning account management function including onboarding, processes and practices, and continuous improvement-Evaluate the current client environment, challenges, and strategic goals to identify and scope needs and opportunities for digital learning services -Work with the Sitel EXP+ and BPO teams across North America & APAC clients to oversee deliverables and performance data related to services contracted-Work closely with clients to understand their business… Show more -Build the EXP+ CX Learning account management function including onboarding, processes and practices, and continuous improvement-Evaluate the current client environment, challenges, and strategic goals to identify and scope needs and opportunities for digital learning services -Work with the Sitel EXP+ and BPO teams across North America & APAC clients to oversee deliverables and performance data related to services contracted-Work closely with clients to understand their business challenges and guide them toward the best business solutions-Gather business intelligence and identify opportunities to improve the client’s business and expand services and solutions provided by EXP+-Ensure the successful management and continuous improvement of the EXP+ learning suite across the customer base-Partner with the Sitel Account Management and regional COEs to ensure alignment, collaboration, and successful learning program implementation-Manage opportunities through the sales cycle to completion for customer success and expansion of services among AmeriPac clients -Extend the customer/project base within existing accounts by identifying new opportunities within the same department or new services/subsidiaries-Negotiate contractual terms and conditions for EXP+ services and products sold to existing sales clients Show less

Chicago, Illinois, United States

In this role, I oversee two Sitel global initiatives: (1) the Active Learning Classroom, our award-winning facilitator development and certification program for our worldwide population of frontline learning specialists and training leaders, and (2) our Design Thinking consultation workshops program, custom-designed and delivered with a wide variety of audiences and objectives. Each program is delivered externally with a variety of Sitel's biggest global clients, both standalone and as… Show more In this role, I oversee two Sitel global initiatives: (1) the Active Learning Classroom, our award-winning facilitator development and certification program for our worldwide population of frontline learning specialists and training leaders, and (2) our Design Thinking consultation workshops program, custom-designed and delivered with a wide variety of audiences and objectives. Each program is delivered externally with a variety of Sitel's biggest global clients, both standalone and as part of larger engagements. We also use both programs widely within Sitel to enhance learning, develop strategy and operational plans, and support business development, among many other functions. Finally, we have successfully reimagined both programs to work both in-person, 100% virtual, or in a hybrid format. As such my role is highly collaborative with diverse groups of colleagues spanning all regions and verticals, and demands deep comfort level with technology and processes for making remote teams efficient, productive, and happy. Show less

Greater Chicago Area

Formerly SYKES TalentSprout, SYKES Digital Services CoE is a proven leader in optimizing customer experience through focused digital transformation. By transforming how organizations serve their customers, we enable our partners to win in the digital world. We are a digital transformation specialist focused on automation, self-service, insight, analytics, and digital learning.-Design, develop, manage, and implement high-quality training management and development curricula and programs… Show more Formerly SYKES TalentSprout, SYKES Digital Services CoE is a proven leader in optimizing customer experience through focused digital transformation. By transforming how organizations serve their customers, we enable our partners to win in the digital world. We are a digital transformation specialist focused on automation, self-service, insight, analytics, and digital learning.-Design, develop, manage, and implement high-quality training management and development curricula and programs for global talent development staff and external clients-Oversee active learning classroom facilitator development program for all global regions-Facilitate blended, virtual, and face-to-face active learning workshops for training facilitators, managers, training leaders, instructional designers, and other learning support-Oversee equipment selection, distribution management, training, troubleshooting, and tracking program for learning tech-Manage project implementation with SYKES's instructional design teams and clients, including delivery, train-the-trainer events, training pilots, and post-pilot evaluation and revisions phases Show less

Evanston, Il

-Serve as in-house ID lead on instructional design/development projects; coordinate and oversee the work of IDs and other contributors; ensure that final products meets clients’ standards of quality-Act as liaison to clients to ensure all project objectives are met and that materials are on schedule and within budget-Produce, review and edit items, curricula, and courses for clients-Communicate with freelance IDs to find suitable contributors to projects and secure their… Show more -Serve as in-house ID lead on instructional design/development projects; coordinate and oversee the work of IDs and other contributors; ensure that final products meets clients’ standards of quality-Act as liaison to clients to ensure all project objectives are met and that materials are on schedule and within budget-Produce, review and edit items, curricula, and courses for clients-Communicate with freelance IDs to find suitable contributors to projects and secure their availability for freelance work-Create, manage, and monitor project schedules, budgets, and checklists-Aid in pursuing new business and costing new projects.-Work with senior staff to develop new course design, production services and products for existing and potential clients. Show less

Chicago, Il

-Design training curricula for contact center Agent new hires and professional development for frontline managers-Structure and design learning programs using ADDIE/backward design-Design, develop, pilot, and implement professional development program for SYKES classroom trainers/facilitators-Activity and e-learning module design, scripting, and development-Authentic assessment design based on social constructivist learning theory-Scripting, recording, editing media software… Show more -Design training curricula for contact center Agent new hires and professional development for frontline managers-Structure and design learning programs using ADDIE/backward design-Design, develop, pilot, and implement professional development program for SYKES classroom trainers/facilitators-Activity and e-learning module design, scripting, and development-Authentic assessment design based on social constructivist learning theory-Scripting, recording, editing media software demos and sims -Scripting and producing rich media, including animations and live-action videos-Conduct and edit behavioral interviews of SMEs-Content research and SME/practitioner interviews-Virtual and live training delivery using flipped classroom model Show less

Chicago, Il

* Developmental editing of Adult Education and Workforce Development courses, assessments, and ancillary materials* Managing project contracts and budgets up to $150k* Instructional design of new and adapted content for distance learning* Managing editorial and digital vendors, as well as internal editorial teams* LMS/platform needs assessment, wireframes, development, and testing

Schaumburg, Il

* Managing editorial team, deadlines, and work flow* Academic editing of print- and web-based academic content and assessments* QA of media assets and LMS publishing* Assist Instructional Designers in creating new content as needed