Shaun Cassady Email & Phone Number

Charlotte, North Carolina Area

Charlotte, North Carolina Area

Develop standardized, instructor-lead courses utilizing best practices in adult learning theory and practice for a global leader in insurance and risk management. Create dynamic and engaging learning experiences for all participants, broadening their skill sets, maximizing knowledge retention, and setting them up for success and growth.

United States - Multiple Locations

• Expand the Training and QA departments to successfully support the business has quickly grown from less than 200 call center employees in one location to more than 750 employees in three locations that handle approximately 2.6 million customer contacts per year. • Consistently evaluate and reinvent existing training materials and curriculum to not only ensure they are up to date, but are continually implementing new methodologies to improve the learning experience and knowledge retention.• Observe and evaluate staff, identifying areas of success and opportunity and create development plans accordingly. • Facilitate training sessions for leaders, existing associates, and new hires. In all materials and delivery, instill our culture and core values.• Partner with business leaders SMEs to design and deliver training for cultural shifts, changes to processes, and system implementations/changes. Recently notable: Salesforce, Platinum Services for VIP customers, RH Membership, Concierge order management, and "Client Delight."• Create global communications and rapid, "just in time" training events to support our changing business.• Conduct needs assessments through QA, other performance data, interviews, and business requests to create targeted training that continually drives increased client experience, employee performance, and a healthier bottom line.• Perform over 25,000 quality monitoring audits and evaluations per year to assist in needs analysis and identify service failures, process inefficiencies and other areas for improvement as well as understand the "voice of the customer."• Develop tools and resources for leadership staff to increase efficiency, provide situational leadership guidance, and improve their leadership skills and influence.• Maintain knowledge base that serves as a singular resource for all employees to access training materials, job aids, policies and procedures, communications, and all other operational tools and information.

Martinsville, Va

• Hired as a customer service representative and was rapidly promoted to a number of positions that resulted in a well-rounded skill set. "Floated" to other positions such as Escalations Supervisor (listed below) as the business required• Facilitated new hire training as well as ongoing training when clients were added to an employee’s skill set. Some of these clients included Restoration Hardware, Cost Plus World Market, American Eagle Outfitters, Kenneth Cole, Calvin Klein, NFL, NBA, NASCAR, Speedo, New York & Company, and Discovery Channel.• Managed client relationships for new partners, conducting discovery meetings and working directly with the client to design policies and procedures as well as all training materials and QA requirements. Successfully designed, trained and launched customer care functions for Discovery Channel, Kenneth Cole, and Speedo. • Conducted service quality calibrations between the call center and the client and developed action plans and additional training as necessary.

Martinsville, Va

• Facilitated win-win solutions for customers that encountered multiple service failures, single but severe and/or time sensitive issues, or were otherwise escalated.• Created and managed successful relationships with key players within the supply chain.• Partnered with multiple supply chain stakeholders, including distributions centers, carriers, delivery providers, and vendors to make the designed solutions a reality.• Provide coaching as well as training & development to the Escalations Team regarding supply chain functions and logistics and de-escalation techniques and soft skills to assist them in resolving all manner of issues and create customers for life.

Bachelor’S Degree, Music Education, Magna Cum Laude

Activities and Societies: Delta Omicron - Professional Music and Service Fraternity | Phi Kappa Phi - Honor Society | Marching Virginians

Jazz Vocal Performance

Activities and Societies: Adjunct faculty: Instructor of music and vocal performance

High School, 4.2

Activities and Societies: Class Salutatorian | National Honor Society | Science Competition Quiz Team - Captain | Chamber Chorus | Band.