Shawn Galivan Email & Phone Number

San Diego, California, United States

San Diego, California, United States

As a Learning & Development Program Manager at Amazon for nearly three years, my focus has been on curriculum development centered around Amazon's vast payment products and training of call center agents. Meaning when you reach out to Amazon, the agent assisting you has completed my curriculum. Highlights include:Creating and managing a learning curriculum for our approx. 3,000 global customer service agents with over 150 pieces of training content that spans 7 countries and 6 languages involving interactive videos, quizzes, job aids, cheat sheets and more to ensure agents have all the knowledge needed to assist customers.Creating onboarding documents for our on-call escalations team.creating an onboarding program for our over 3,000 global customer service agents.Running Amazon's global command center on Prime Day for 2023 ensuring any issues involving payments ranging from checkout latency, to outages were non-existent, and if they became existent, were resolved quickly to ensure a seamless Prime Day shopping experience.Being a high severity escalations shift lead during Amazon's sales events 6 times. Meaning if an issue arose that impacted the customer shopping experience during a sales event I coordinated with the correct teams to resolve the issue in real time.Leading Amazon's call center software migrations efforts from a training and operations perspective.Implementing a process improvements to improve the customer and customer service agent experience by reducing contact time by approx. 1 minute and reducing the need for the customer to call back by over 300 basis points. Meaning when you call Amazon, you're getting resolution quicker and not having to call back. Currently expanding our program into a new market.

Issaquah, Washington

As a learning and development program manager for Costco supporting the Accounting Division for 4 years I got to experience every aspect of learning and development from curriculum development, creating blended learning courses, Creating onboarding programs, traveling internationally to deliver in person classroom training, and leading remote training sessions. Highlights include:1. Co-creating a 3 day blended learning curriculum for Costco's software modernization efforts for payroll and human resources followed by traveling internationally to deliver training of the curriculum. In total delivering classroom training to over 300 employees in settings of 15-30 employees per session.2: Creating a blending learning curriculum for Costco's expense modernization efforts (SAP Concur) which included an elearning following by delivering a classroom based live software demonstration and training. Also included were remote based sessions for our regional offices and 1:1 trainings with Costco's executive team. In total delivering training to over 1,000 employees via classroom and remote training sessions ranging from 1:1 sessions to approximately 100 learners per session.3: Creating an onboarding elearning for new employees that was incubated with our summer intern program then launched into Costco's division wide employee onboarding program.4: Employee engagement team member. This allowed me to put my full skillset on display by conducting fun and informative video interviews with senior leadership in which these videos were linked on org charts for employees to better get to know their leadership team.

Issaquah, Washington

My first real job out of college. Speaking of, if you read my education section you're probably thinking "wait, he ended up in accounting?! STILL?!" Well, life has a funny way of working out.I walked into Costco's corporate office wide eyed and excited to prove myself and climb the ladder at one of the largest and most beloved companies in the world. I quickly became one of the top analysts by being able to throw on some headphones and get in the zone of processing invoices quickly and accurately. However, as someone that is very creative and extraverted being in accounting didn't exactly fit my strengths. Luckily I had amazing mentors to guide me to a role that would keep me in the Accounting division but also play to my strengths as a Learning & Development Manager.

Portland, Oregon Area

After years of honing my communication and sales skills I gave myself the ultimate test and took an Internship at Enterprise Rent-A-Car to see if I could convince people their rental experience would be significantly better if they upgraded to the full size Nissan Altima over their intermediate Chevy Cruze. Then gave them the ultimate peace of mind by selling them the additional insurance. Turns out, I'm really good at sales. In my first month I led the entire region (over 200 employees) in sales, won the Intern of the year award, and washed hundreds of cars inside and out while wearing a three piece suite.

After honing my craft at 24 Hour Fitness I decided to take my talents to my college gym. I was known for being a great DJ and not letting people do curls in the squat rack.

One of the best jobs I ever had. I got to continue to sharpen my communication and public speaking skills by giving speeches around the state of Washington at various schools, college fairs, and more. I also go to organize and plan events on campus which helped me later in my career as I shifted to a project management role. I also expanded my network greatly by giving campus tours to incoming students, local officials, and public figures. Have you heard of E.L. James? As a 20 year old college student I hadn't, which makes for a great story when I tell people I spent about 2 hours with her giving her a tour of the campus having no clue she was a mega star.

As a broke college student that has a passion for health and fitness a free gym membership was ideal. I also got to work on my communication skills by being a front desk employee. I would challenge myself to dive deeper into just the standard "Hi, how's it going?" or "what are you working out today?" I would ask people about their clothes, their day, their jobs, their passions. This was amazing in terms of building soft skills and networking, but terrible for when I was actually working out at the gym because everyone wanted to chat!

As a student affairs intern I ran our recreation department. Which meant I got to organize basketball, football, soccer and volleyball leagues on campus, along with late night capture the flag, dodgeball tournaments and more. Essentially I was paid to play sports...so I am now a retired professional athlete right?

Bridgeport Oregon

As someone that's always been interested in apparel and art it seemed like a great fit to work at an art gallery. With my savvy sales skills I learned selling Cutco I managed to convince people as a broke college student I was an expert in art and home decor and that they needed that overpriced coffee table to go with their chic new couch.

My first paid gig as an artist. Yes, my job title really was "Sandwich Artist" and I have an employee of the month plaque to remember just how great of an artist I was.

Everyone knows someone who sold Cutco Cutlery. I am that someone! This was my first real job and now all of my family and friends have a set of Cutco in their kitchen and every time they cut themselves with a knife I get a phone call about it. I had a 100% close rate for every sales demonstration I completed in my 3 month summer sales spree with Cutco. My manager deemed it "some sort of record."

Bachelor’S Degree, Personnel Psychology And Human Resource Management

The glory days of college. My freshman year I took a light class load, had no classes prior to 10 am, and really was trying to figure out.

High School

Activities and Societies: Honor Society, FBLA, and pep club.My public speaking got its start here! I was our schools emcee my senior year.