Mark Shonsey Email & Phone Number

Littleton, CO, US

Denver, Colorado, United States

Denver, Colorado, United States

• Managed the launch of the training of a new company system to sunset a more costly version, instilling organizational change management ideologies to receive 97.4% training approval ratings from management teams and.
• Reported training feedback to the development teams and stake holders, for a new Spanish application portal, managed the implementation of the necessary changes, and relaunched the marketing/training initiatives for.
• Managed and creating all internal/external training materials for a new TPO Brokerage subsidiary company, Valere Financial.
• Dedicated trainer to the C-Suite and executive teams for a new Prospecting Portal for recruitment, along with any other future system enhancement that benefits sales/production.
• Established an interdepartmental data outreach to obtain team performance ratings for the benefit of increasing the training teams compensation raises to an average of 5.5% during a time the company wide average was.
• Orchestrated the company wide training of the culture change and rebranding initiatives, while partnering with the HR team to develop the video productions, training content, employee tracking, and launch.

Denver, CO

• Oversee training function for all leadership training, orientation training, General Contact Center, and Consumer Lending department training. Manage special projects and system upgrades.
• Lead strategic planning of organizational development, design, and assessments to increase ROI by 15% within one year.
• Developed and designed the current On-the-Job (OTJ), and Sales training programs in 2016 including materials for the departments, which is still the core learning method for all newly hired staff.
• Directed and rolled out the creation of our new company culture values (STAR Values), and core competencies that has direct impact to the Human Resources team with annual assessments.
• Improved Trainee knowledge retention from 82% to 96% and member satisfaction ratings from 71% to 85% by redesigning monthly new hire orientation, and leadership training events company-wide across all locations through.
• Achieved 97% approval ratings from quarterly skill set training events by creating engaging materials including Instructor-led training, e-learning, and microlearning formats.

Denver, CO

• Promoted from Senior Teller to Branch Supervisor, and then to Branch Manager. Managed team of 15
• Grew member satisfaction scores at a branch from 80% to 96% within one year by evaluating the staff engagement with the members, guiding, and personalizing scripted dialogue, and committing to providing feedback.
• Increased branch audit scores 11% within one quarter by creating action plan, analyzing opportunities from prior audits, researching, and communicating with other successful branches.
• Trained employees regularly on Deposit Account, and Loan Account sales within multiple branches to come to an average 15% increase in sales numbers.
• Increased Teller Closed Sales Referrals from 56% to 78% within one year by working alongside team, and discussing challenges particular to each Teller, and finding opportunities to create team-building activities.

Greater Denver Area

• Clients were Police Departments, Special Weapons Attack Teams (S.W.A.T.), and Prison Staff throughout Colorado
• Administered the training of officers' communication skills in crisis/hostage situations to an average of 20 officers per quarter within five different counties, and one S.W.A.T. division.
• Developed intricate training scenarios with specific training goals including de-escalation dialogue techniques, rapport building tactics, strategic dialogue navigation, and on-site psychological safety evaluations.
• Produced and delivered Diversity, Equity and Inclusion trainings in high risk situations through research, and data analytics
• Analyzed the officer’s growth, areas of opportunities, and participated in feedback toward officer’s certification.