Cristin Shaw Email & Phone Number

Kansas City Metropolitan Area

Overland Park, Kansas, United States

• Served as a leader within the change management discipline for enterprise and agency strategic initiatives that were entering the rollout phase of delivery• Responsible for strategy and execution of training components for internal initiatives to create adoption and compliance of new and revised processes• Developed and maintained training programs for all operationally focused company initiatives (15 total)• Partnered with the Learning & Development team to ensure alignment in training methodology, technology, and approach using ADDIE model of Instructional Design• Led design liaison and design support for rollout assets including presentation decks, charts, infographics, and other resources to increase comprehension and drive a visual learning strategy• Provided consulting on cross-functional and role-based training strategy, including strategy for data collection and measurement, to leadership when organizing change to process and systems• Responsible for reviewing all assets and resources as a part of the rollout plan on change initiatives to ensure accuracy, continuity, and consistency• Facilitated onboarding for new hires and live training workshops for account and project management teams

Overland Park, Kansas, United States

Kansas City, Mo

• Implemented CX programs for multi-unit brands in retail, restaurant, grocery, and healthcare industries• Designed surveys, reporting dashboards, and ticketing processes to meet individual client needs• Managed annual project budgets ($5M+) and consistently maintained profitability• Built and nurtured long-term customer and vendor relationships; recognized for a loyal customer base, maintaining 100% retention and customer satisfaction over a 10-year period• Conducted quarterly business reviews by analyzing complex data sets, leading to increased customer loyalty, profitability, and retention• Led internal strategic initiative for annual client survey, from survey design to data collection, presenting analysis results and recommendations to c-suite • Facilitated presentation development and delivery training for new hires on Client Insights team• Designed, developed, and delivered training materials and product guides to team members aligned with internal processes, sales presentation development, and delivery

Overland Park, Kansas, United States

• Provided oversight and onboarding for an expanding cross-functional client services call center team, which included real-time feedback and training for 20+ team members• Member of the management team; accountability for all departmental goals and ensuring KPIs were met or exceeded, demonstrated year-over-year improvement in all metric areas• Interviewed and hired all client service candidates as well as developed and managed individualized onboarding and training for all new team members with a 100% retention rate• Maintained all department standard operating procedures to ensure alignment with company strategy and goals

Kansas City, Missouri

• Provided leadership and support to a team of Account Managers and Account Analysts overseeing annual contracts ranging between $200K and $1M• Served as account lead for national retailer totaling $1M annual revenue; was a dedicated onsite resource in 2015, aligning CX surveys/reporting with annual roadmap and analyzing results to prove program ROI • Built and managed annual project budgets; tracked and maintained project profitabilityDeveloped content and led company-wide beginner and intermediate Excel and PowerPoint trainings

Kansas City, Missouri

Kansas City, Missouri

New Century, Ks