Shannon Myers Email & Phone Number

Glen Allen, VA, US

In my sweet spot. Helping utilities maximize the benefits of change, through communications, training, change management, business process design, and insight based on 20+ years of experience.

Greensboro, NC

• AMI Project Lead, Stakeholder Engagement & Communications
• Invoice Cloud Payment Processing Implementation Team
• Implemented Qminder, a customer queueing system including process development, training & change management in response to COVID business response
• Respond to sensitive & complex customer service issues with empathetic listening & collaborative problem solving, applying applicable Departmental, City &/or State laws, regulations & standards.
• Developed and manage the process for receiving, tracking & reporting on approximately $1 million of incoming payments on the customers’ behalf from Social Services & nonprofit agencies distributing Federal Utility.

Greensboro, NC

• Prepared Estimates of fees for customers wanting to connect to the City’s water and wastewater system
• Documented policies including process flows and step-by-step job aids following legislative action introducing new fees

Greensboro, NC

• Created and maintained work standards and practices, compliance manual, and training in response to Federal CFPB TILA/RESPA Integrated Disclosure requirements implemented in 2016
• Automated a routine process by integrating letters and forms required for each real estate transaction with the file management system
• Worked with colleagues, real estate agents, lenders, surveyors, Register of Deeds to prepare and record legal documents for real estate closings
• Served as the first line of support & created training materials for legal work management software program

Greensboro, NC

• Responsible for Staffing/Resource management in an ever-evolving post-merger transitional organization
• Consulted with Senior Executive to assess organizational staffing forecasts
• Developed and presented executive summaries to the Senior Vice President for Workforce Planning and Development
• Presented executive summaries to the Senior Vice President for Workforce Planning and Development

Greensboro, NC

• Provided the strategic direction, planning, and coordination of the training programs for the Grid Modernization & Dispatch organization across 6 states & 5 legacy companies
• Researched, reviewed, and evaluated existing training programs determining need, value, consistency, and alignment with organizational mission, values, and goals
• Consulted with multiple teams and managers to ensure appropriate and consistent methodologies for training delivery
• Set expectations, provided feedback, and coached Instructional Developers to meet the needs of business customers and project outcomesCHANGE MANAGEMENT CONSULTANT | BASED ON BUSINESS NEED 2009-2015
• Provided ad-hoc support to the Change Management team when additional resources were needed
• Apply Prosci ADKAR methodology and lead change management activities using Stakeholder Assessments, Impact Analyses and strategic change management plans.

Greensboro, NC

• Responsible for the training content development for a multi-phased, multi-year software system rollout with complex, overlapping project plans, under-defined processes, and challenging technical content for three.
• Consulted with business Project Managers, Engineers, and SMEs to plan, develop, and execute a comprehensive training plan for bleeding-edge technology and new organizational roles across 5 states & 3 legacy companies
• Created and facilitated scripts for scenario-based training simulation using the ADDIE training development model
• Assisted with product testing, defect reporting, and identifying enhancements for the implementation of the transformational software
• Developed project plan, requirements and dependencies for a working training environment
• Set expectations, provided feedback, and coached peer training development staff

Greensboro, NC

• Consulted with business Project Managers, Engineers, and SMEs to plan, develop, and execute a comprehensive training plan for implementation & integration of 3 legacy company systems across 5 states
• Assessed, designed, developed, implemented & evaluated a comprehensive training curriculum including multiple roles, using various modalities, and learning tools for approximately 10000 employees across 5 states & 3.
• Developed project plan, requirements and dependencies for a working training environment
• Supported business delivered training by providing training materials, train-the-trainer facilitation, and access to a working training environment
• Created training and change management communication for business leaders and users
• Assisted with product testing, defect reporting, and identifying enhancement for software implementation

Greensboro, NC

• Managed and monitored response to outages on the electric distribution system
• Worked in a high paced, high stress, and potentially dangerous environment with a calm sense of urgency and rapid decision making while ensuring critical safety practices were used*Served as a member of the pilot.
• Developed requirements for an electronic operations log for the Power Delivery Work Center in collaboration with IT
• Developed and implemented training on the e-log system for dispatchers, senior dispatchers, and work center leadership

Greensboro, NC

• Used multiple computer systems and technology to schedule, dispatch, manage and close routine and outage related customer service requests
• Managed Meter Tech work packages from scheduling to close for large and complex metering
• Created a non-pay process and job-aid for use across the Carolinas
• Processed and managed construction, routine, and emergency work from beginning to end
• Provided leadership and coordination for Global Service Events on behalf of the dispatch center and Fairfax Operations worksite
• Contractor in role Jun 2001-Oct 2002

Master Of Education - Med, Adult And Continuing Education Administration

Bachelor Of Science - Bs, Parks, Recreation And Leisure Studies

Master'S Degree, Project Management

6 Credit Hours completed in Project Management Master's degree program