Shauna Fitzgerald Email and Phone Number

Leadership of all aspects of the TRAIN Learning Network, including strategic vision, business operations, product development, customer engagement, and user support.The TRAIN Learning Network is one of several programs provided by the Public Health Foundation, a national non-profit organization dedicated to improving the public's health by strengthening the quality and performance of public health practice.TRAIN is a multi-tenant learning management system that provides thousands of training opportunities to more than 5 million professionals who protect and improve the public's health. As of May 2024, TRAIN has over 40 affiliate partners across a wide spectrum of federal, state, local, tribal, and territorial agencies and organizations. Over 3,000 training providers utilize TRAIN to offer content in a variety of formats, many of which include continuing education credits and annual certifications.Highlights:~ Introduction of product management philosophy and methods to an organization with a 50+ year history~ Implementation of significant process improvements for the TRAIN LMS, including all facets of the software development lifecycle; management of the relationship with technology partner, KMI Learning; vision, strategy, and planning; and internal and external communication~ Acceleration in velocity of product discovery processes, customer feedback cycles, and internal procedures for product documentation and team workflows, unblocking development efforts and achieving a 3.7x increase in delivered work and funding expenditures within 18 months~ Creation and launch of a communications strategy to increase transparency and share product updates, insights, and outcomes with TRAIN administrators and course providers~ Formulation of an Engagement team to focus on customer relationships and improvements in onboarding and training processes~ Liaison to the Centers for Disease Control and Prevention (CDC), with responsibility for grant funding management

Platform product management to support readiness for customer data imports and student rostering processes. Instrumental in accelerating the integrations of internal systems with Clever and Classlink for data syncs and SSO as well as providing executive level communications regarding development timelines, production deployments, and incident response.

Provided expert knowledge and industry experience to lead optimization and new feature development efforts in several key areas of the broad Ticketmaster product suite that includes both enterprise and software-as-a-service (SaaS) offerings. Projects included large-scale consumer-facing mobile and web ecommerce applications, client-facing user interfaces and databases, payment system integrations, and APIs. Collaboration with domestic and international distributed teams. Recognized as a leader in Product Ownership and Agile/Scrum methodologies.Highlights:~ Product owner and project manager of customized payment processor integrations for clients who earn over $1 billion annually in entertainment revenue~ Key contributor to the inception and delivery of a React based web point of sale application to sell inventory from two legacy backend systems, breaking technological ground in a company with a 40+ year history and increasing digital delivery of tickets by 50% ~ Integral collaborator in the creation of a new consolidated account authentication system for 600+ clients and their consumers, reducing failed website logins by 30% and providing enhanced fraud protections to 200 million North American account holders~ Quality assurance and team lead experience with mobile and web applications that generate more than $12 billion in gross transaction value annually across 600+ clients

Responsible for building and training the Ticket Services team after an 18-month closure for renovations. Integral to the creation of new visitor services procedures. Played a key role in grand opening celebrations for Ford's Theatre, Ford's Theatre Museum, and the Ford's Theatre Center for Education and Leadership. Managed night-of-event operations for annual fundraising galas and special events such as a premiere screening of the film "The Conspirator." Unflappable in the presence of celebrities, politicians, and dignitaries. The Ford's Theatre National Historic Site welcomes over 500,000 visitors each year for daily tours of the Museum, Theatre, Petersen House (where President Lincoln died), and Center for Education and Leadership. Theatre production season September-May. Ticketmaster systems.

Served in a variety of roles to support this world-renowned nonprofit performing arts institution. Ticket sales of over $2MM annually through venue box offices and Ticketmaster (select venues), which required careful planning and communication. Project manager for ticket system conversion from ProVenue to Tessitura. Instrumental in the strategic planning process. Assisted with website redesign, new phone system installation, management of third party IT support vendor.

Responsible for building and training a team of student and career staff to support several professional performance series as well as university arts organizations. Liaison to VIPs and Inner Circle members (annual contributors of $1,000-$1MM or more), providing white glove ticketing services and stellar customer care. The Mondavi Center includes an 1800 seat performance hall and a 200 seat flexible space. Paciolan database system, in-house call center. On the campus of University of California, Davis.

Adjunct positions in the Department of Communication at each institution. Introduction to Communication, Interpersonal Communication, Public Speaking, Advanced Public Speaking.

Responsible for all front of house aspects of the Department of Theatre, including box office, house management, marketing, publication design, and special events. Extensive work with the University Theatre Guild, a member organization offering scholarships and other financial support to students in the department. Service on university and community arts committees. Program director for the Arts Management concentration.

Directed the Speech and Debate program, including Student Congress and performance festival participation. Taught Introduction to Communication, Public Speaking, Interpersonal Communication, Debate, and performance studies courses such as Oral Interpretation and Literary Adaptation.