Susan Shay's Location
Hudson, Massachusetts, United States, United States
Susan Shay's Contact Details
Susan Shay work email
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Susan Shay personal email
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Susan Shay phone numbers
About Susan Shay
Supporting measurable business objectives through a real-world, performance-focused learning and development approach.
Susan Shay's Current Company Details
Empowering people to do their best work | Improving business performance.
Susan Shay Work Experience Details
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Director, Instructional DesignSteak N Shake Apr 2023 - Aug 2024Indianapolis, Indiana 46204, (317) 633-4100, UsTransforming the learning experience at Steak’ n Shake, designing and deploying active and engaging learning experiences that are quickly deployed, easily tracked, and fun to use at every level of the field organization. -
Learning And Development Manager4G Clinical Nov 2021 - Feb 2023Wellesley, Ma, UsResponsible for the creation of role-based training curriculums, planning and tracking of L&D work, and training content development from both a strategic and hands-on perspective. Driving learning strategies and creating relevant learning content for both employees and customers in a high growth, innovative environment. -
Manager Of Training OperationsInstrumentation Laboratory, A Werfen Company Nov 2020 - Jun 2021Bedford, Ma, UsSupporting the Training Operations team in delivering best-in-class learning experiences across the Instrumentation Laboratory organization. -
Global Instructional Design Manager, Customer CareIrobot Apr 2018 - Nov 2020Bedford, Massachusetts, UsDesigned and implemented strategies to drive a customer-centric culture for the global Customer Care organization, including architecture and integration of best practices to evaluate training effectiveness up to and including business impact and ROI. -
Manager - Global Care Instructional Design ServicesVistaprint Sep 2014 - Dec 2017Created a global Instructional Design function to support our shifting business strategy. This required needs identification, business case development, securing budget, and staffing & developing an international team. Coached, mentored, and developed a team of over 25 global L&D professionals to build organizational capacity and meet the needs of a globally diverse workforce in selling and supporting Vistaprint's physical and online products. Collaborating with business stakeholders and global operations teams to analyze needs allowed my team to create, deliver, and evaluate learning solutions and develop internal supporting processes and workflows along the way as the department grew. Lauching courseware in an LMS and creating standard best practice learning support processes & tools for registration, (Kirkpatrick) level 1 course evaluations, testing of knowledge at levels 2 & 3, implementation of pre/post work, and creation of facilitator & participant guides were some of the improvements areas I led with my team while in this role. Among our many accomplishments, we were able to: ~Enable the switch to rapid introduction of >250,000 SKUs per quarter.~Develop and implement new hire on-boarding curricula for multiple front line and leadership work teams.~Create functional L&D competencies, measurement, development and certification tools which provided clear growth paths for Trainers at entry level, intermediate, and senior level positions.~Increase product buy rates for Design services by 20% through micro learning modules created by SME through a software-styled Hackathon event, among other interventions.
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Instructional Systems DesignerVistaprint Oct 2012 - Sep 2014I supported global strategic and tactical efforts through the design, development and delivery of Talent Development programs. Conducting training needs assessments, developing Instructor-led, blended and eLearning content, as well as learning games, customer release documentation, job aids and wiki articles to support performance and close gaps were all part of the role. Identifying solutions required to launch and/or maintain existing curriculum, conducting ongoing evaluations and assessments to ensure the effectiveness of programs, and recommending/implementing modifications as necessary were also necessary. Coaching others on development of curriculum throughout the ADDIE process was a key part of my role as well. Partnering with stakeholders and executive teams, facilitating content and conducting train the trainer sessions, conducting project meetings and maintaining project plans and communications with stakeholders were also aspects of this global position.
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Project Manager, Business Imperatives & Strategic InitiativesComcast - Corporate Headquarters, Philadelphia Jan 2010 - Oct 2012New York, Ny, UsI managed over $1 Million in vendor relationships as a Project Manager with Comcast. My role was to analyze training requests coming into Comcast University Headquarters, recommend strategy and approach to fulfill needs, review bids and select contractors, and manage deliverables through design, development, implementation and evaluation. We successfully designed and implemented programs supporting new product launches on time and within budget for things like Skype on Xfinity, Cloud DVR, High Speed Data to Go, and more. -
Instructional DesignerComcast University Jan 1994 - Jan 2010(Other Positions held include: Instructor, Senior Instructor, Opportunity One Instructor, Leadership Development Professional, & Writing Supervisor)Enhancing the skills & competencies of new and existing Supervisors, Managers, and front line employees by creating, facilitating and measuring learning & development programs. Performance consulting and collaborating with business partners to analyze performance gaps, identify needs (business, performance, training, & work environment needs) and present solutions based on findings was a key part of the role. Supporting the quality program, the Comcast Quality Experience for CAEs through coaching and certification program development was a focus area as well as developing an Orientation program for new Supervisors. In this role I also provided meeting facilitation services for strategic planning meetings for company executives, and created and implemented a Peer Coaching program.
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Payment Center/Customer Service SupervisorComcast Jan 1990 - Jan 1994Philadelphia, Pa, UsSupported the daily performance and ongoing development of 32 Customer Care Professionals, with 16 direct reports. Responsibilities included maintaining security of front counter area (people, cash & equipment), monitoring customer interactions and holding coaching and feedback sessions, creating and managing employee development plans, providing training and development with support from the Regional Training Center, conducting semi-annual performance reviews, developing and implementing sales incentive programs in conjunction with programmer partners, resolving escalated customer issues, and hiring, counseling and terminating employees as necessary. -
Csr/Lead CsrComcast Sep 1986 - Jan 1990Philadelphia, Pa, UsIn this role, beyond providing customer support for telecommunications services, I created development plans for new employees, trained new telephone and front counter representatives, conducted team meetings, provided team training, and approved and finalized all adjustments.
Susan Shay Skills
Blended Learning
Call Center
Instructor Led Training
Coaching
Training
Instructional Design
Addie
Cross Functional Team Leadership
Performance Management
Captivate
Needs Analysis
Team Building
Telecommunications
Leadership Development
Talent Management
Call Centers
Program Management
E Learning
Leadership
Project Management
Change Management
Management
Training Delivery
Content Management
Software Documentation
Organizational Development
Analysis
Strategy
Workshop Facilitation
Snagit
Training Facilitation
Webex
Process Improvement
Organizational Effectiveness
Troubleshooting
Learning Management
Employee Engagement
Technical Writing
Time Management
Technical Training
Employee Training
Performance Improvement
Team Leadership
Learning Management Systems
Sharepoint
Marketing
Customer Experience
Visio
Hands On Training
Adult Education
Susan Shay Education Details
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Northeastern UniversityPsychology
Frequently Asked Questions about Susan Shay
What is Susan Shay's role at the current company?
Susan Shay's current role is Empowering people to do their best work | Improving business performance..
What is Susan Shay's email address?
Susan Shay's email address is su****@****cal.com
What is Susan Shay's direct phone number?
Susan Shay's direct phone number is +317785*****
What schools did Susan Shay attend?
Susan Shay attended Northeastern University.
What are some of Susan Shay's interests?
Susan Shay has interest in Children.
What skills is Susan Shay known for?
Susan Shay has skills like Blended Learning, Call Center, Instructor Led Training, Coaching, Training, Instructional Design, Addie, Cross Functional Team Leadership, Performance Management, Captivate, Needs Analysis, Team Building.
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