Mark Helme Email and Phone Number

• Manage the day-to-day operations of the station as part of the site’s senior leadership team• Increased station performance from 89% performance to S&OP goals to 102% performance to S&OP goals in the first three months in role with 98% on-time performance for delivery dispatch• Organized and implemented the onboarding training and engagement experience at the station for 323 associates from March 2022 to November 2022

• Managed a team of four Shift Managers to maintain and improve on-time sorting and dispatch metrics• Coached newly on-boarded L4 and L5 managers in Load Out, Cycle 2 and management processes as part of their on-site Leadership Academy training• Trained all managers and associates on new processes, procedures, and requirements for Amazon’s Covid-19 response• Acted as management liaison with the on-site Learning Coordinator to align “Just In Time” training initiatives with current station needs

• Immediately improved team performance by holding associates accountable for time off task, returning the station to on time staging goals in the first month in role• Transitioned Pick and Multi-Cycle Operations teams to Directed Stow and Directed Pick process and returned teams to previous production levels within one week of implementation• Partnered with Shift Assistants transitioning into Shift Manager roles to align smooth flow of process and procedure across shifts• Assumed role of Safety Team site co-leader with the Learning Coordinator for the delivery station

• Integral member of the management team responsible for moving the station to top tier performance status in the North American network within the first three months of operation.• Established and managed the learning organization for the first Amazon delivery station in Saint Louis• Developed web-based and instructor led courses for training facilitation, coaching, situational leadership, transactional analysis, and decision analysis • Developed subject matter expert team to train and coach associates in station related processes• Selected to travel and train Learning Coordinators at newly launched delivery stations

• Designed and deployed engagement initiatives focused on leadership development, coordinated corporate communications and employee recognition• Enabled managers to screen and select high-caliber candidates, achieve best individual performance through coaching, and effectively conduct difficult performance review conversations• Introduced standardized interpretation for the annual corporate employee survey

• Orchestrated the delivery of training through a team of 9 trainers/instructional designers• Coordinated training roll out for the transition of business process documentation from quick reference guides to work instructions and ultimately to a Wiki format• Managed the delivery of the initial 3-week onboarding and orientation program to onboard 700 employees and supervisors, completing the initial staffing for the Missouri site in October 2013• Updated, improved, and repeated the onboarding of 600 additional employees in November 2014

• Guided and managed multiple teams of up to 15 individual performers in short sales, loan modification, deed-in-lieu, and mortgage origination processing• Developed and delivered new employee training curriculum for the Homeowner Support Team• Designed and implemented the employee advisory board for HOST agents, assisting management in making decisions and implementing actions• Developed new employee training for the HOST and OHP Loss Mitigation teams• Documented the loss mitigation modification processes new for the mortgage finance industry

• Facilitated customer service training initiatives throughout the United States, India, and Mexico• Designed and delivered a personal and professional development program for Document Management and Records Center departments focused on the development of team leads• Designed and delivered distanced learning classes to India for the Document Review and Audit team• Revised and delivered new employee training classes in support of the ramp up of Loss Mitigation teams and for ongoing servicing team training• Facilitated customer service classes as a certified instructor for The MAGIC of Customer Relations• Consulted with the senior managers of multiple Customer Service teams regarding the identification of performance gaps and creation of training and coaching interventions• Developed and retained the staff of the company through collaborative performance consulting, team building activities, training interventions, and the development of documentation targeted for specific business processes

• Delivered instructor-led training courses in project management, analytical trouble-shooting, decision analysis, risk analysis, communication skills, stress management, conflict resolution, and leadership skills in North America and Europe • Coached and guided clients in the creation of customized development activities and programs utilizing the Myers-Briggs Personality Type Indicator

• Aligned and supervised a group of 7 internal and 40 external training consultants• Redesigned and managed the “Value Added Provider” Train the Trainer authorization program for Fannie Mae’s Desktop Originator web-based software training initiative• Consulted on the development of the first Web-based training modules for Fannie Mae’s new Desktop Originator on the Web software release

• Mobilized a 20-person cross-division team responsible for the design, development, implementation and analysis of Fannie Mae’s corporate-wide 1999 Employee Perspectives Survey• Organized, planned and hosted quarterly, corporate-wide, all-employee video simulcasts across the country showcasing executive managers who delivered business updates and briefings

• Managed the development and implementation of initial corporate-wide Work\Life Survey• Designed, developed, implemented and facilitated Cooperative Problem Resolution training program with the Office of Legal Counsel to reducing the frequency of internal arbitration referrals• Designed, developed, and implemented the comprehensive PCKeys computer skills development and training program to create technology SMEs from select administrative staff members• Designed and facilitated Employee Perspective Survey follow-up sessions using GroupSystems electronic meeting management tool• Consulted on the redesign of Fannie Mae’s award-winning Perspectives on Diversity program• Facilitated Fannie Mae’s Perspectives on Diversity training session for the Office of Diversity• Conducted initial tests for distanced learning and distanced meetings using videoconferencing technology• Managed and maintained the computer training centers including computer classrooms, learning laboratory and library.

Facilitated, beginner, intermediate, and advanced training for WordPerfect, Lotus 1-2-3, Lotus Freelance, Microsoft PowerPoint, and Aldus PageMaker• Facilitated Introduction to Personal Computers training• Managed five, 20-seat computer training classrooms in three locations, maintaining PCs and supplies• Coordinated the assembly and delivery of all class related training materials for every training session