Shannon Stubbs
Grand Blanc,MI
Summary
Dynamic Learning and Development Leader with over 14 years of expertise in Instructional Design, Training, and Quality. Renowned for spearheading transformative learning initiatives that fuel organizational growth and elevate workforce performance in the tech and travel industries. Brings a unique blend of creativity, strategic foresight, and in-depth knowledge of instructional design principles and quality assurance practices to drive unparalleled learning outcomes. Passionate about fostering a culture of continuous learning and development, dedicated to empowering teams and advancing organizational success.
Overview
16
16
years of professional experience
Work History
Learning Experience Design Manager
Expedia Group
08.2022 - 04.2024
- Led a global Learning Experience Design team of 10 members, fostering collaboration and innovation.
- Directed an initiative to overhaul Expedia Group's Non-lodging Voice and Chat onboarding curricula, reducing training duration by 3 weeks, yielding cost savings of $5M. Led a cross-functional team of external vendors/partners, internal LXDs, and product SMEs ensuring alignment with project objectives and timelines. Executed agile release strategy for 68 new courses, enabling rapid measurement of learner satisfaction and performance against crucial business KPIs.
- Managed end-to-end development of engaging learning experiences for 15,000+ call center agents in eight languages, covering onboarding, leadership development, compliance, and technical products; fostering continuous growth and proficiency.
- Utilized data insights and aligned them with business goals to prioritize and enhance learning projects, developing various modalities including eLearning modules, instructor-led content, blended programs, microlearning resources, videos, performance support materials, and simulations.
- Implemented learning technologies to improve efficiency and engagement, monitored project timelines, budgets, and quality standards, and iteratively improved materials based on feedback and best practices.
Senior Learning Experience Designer
Expedia Group
04.2018 - 08.2022
- Pioneered gamification techniques in blended, and eLearning modules to incentivize learner participation and promote knowledge retention more effectively than traditional methods alone could achieve.
- Cultivated strategic partnerships with stakeholders to analyze and address critical training requirements, driving development of tailored and responsive learning interventions.
- Aligned learning objectives with organizational goals, creating measurable performance improvements for learners across various domains.
- Managed end-to-end project lifecycles for multiple concurrent learning initiatives, ensuring timely delivery within budget constraints.
- Spearheaded transformation of Expedia Group's Global Flight Amadeus GDS content training, resulting in notable enhancements: optimized path to proficiency (P2P), substantial reduction in agent errors (ADMs), and elevated net promoter score (NPS).
- Designed and developed comprehensive process documents for internal LXD team, improving consistency, quality, and efficiency of the team.
Site Trainer
Expedia Group
09.2015 - 04.2018
- Coordinated and facilitated new hire and recurrent training programs within large a call center environment. Served as subject matter expert on: Customer service skills, Amadeus GDS, Sabre GDS, Worldspan GDS, soft skills, and de-escalation.
- Increased new hire retention and improved KPI metrics year over year with Expedia Group's Global Escalations teams.
- Utilized adult learning methodologies to implement diverse facilitation methods, optimizing learner engagement and performance.
- Managed employee training progress, course enrollments, and L2 assessment results, ensuring an 90% pass rate and 100% completion rate for all new hire courses.
- Conceptualized and delivered a comprehensive virtual learning program to onboard vendor/partner trainers for supporting new Cruise agents. Oversaw the certification process for each trainer, enforcing standardized quality and consistency in alignment with business objectives and industry benchmarks.
- Collaborated with the Instructional Design team ensuring accuracy and consistency within all training materials.
Release Coordinator
Deluxe Rewards
03.2015 - 09.2015
- Coordinated all phases and activities involved in the release of a system or system update into the production environment.
- Oversaw release decisions and processes in terms of the big picture/cross-departmental impacts.
- Validated the release as it progresses thru various release gates and test phases. Proactively identified potential bottlenecks in the release pipeline, enabling preemptive action to mitigate delays or disruptions.
- Maintained a comprehensive schedule of software releases, ensuring visibility across teams and departments.
- Documented and communicated all changes for monthly and patch releases in detailed release notes which are published to both the internal team and the client. Provided release coordination and communication during and after deployment.
- Strictly manages timing and coordination of test runs with competing projects and client stakeholders sharing pre-production test environments.
Supervisor, Training and Quality
Deluxe Rewards
04.2014 - 03.2015
- Led a team of 3 Quality Assurance Specialists and Trainers in an inbound call center specializing in loyalty solutions.
- Conducted weekly and monthly performance evaluations for a team of 15 customer service representatives, assessing customer interactions based on established quality standards.
- Utilized empirical data to identify performance gaps/opportunities to develop strategies to strengthen the organization through continuous development.
- Conceived, developed, and led training sessions aimed at overcoming caller objections to drive product adoption. Achieved a remarkable 500% increase in net promoter score (NPS) as a direct result of the training's effectiveness.
Contact Center Supervisor
Deluxe Rewards
12.2013 - 04.2014
- Led a team of 15 customer service representatives, ensuring top-tier assistance for loyalty account and points inquiries..
- Orchestrated daily operations to meet service level objectives, optimizing schedule adherence and handle times.
- Fostered collaboration across departments to swiftly resolve complex customer issues, elevating overall satisfaction..
- Conducted thorough performance evaluations, initiating tailored improvement plans for underperforming agents. Implemented Monthly Performance Plans to proactively address and rectify production gaps with representatives.
- Strategically managed scheduling and forecasting to meet dynamic call volume demands while upholding service targets.
- Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
- Analyzed contact center metrics to pinpoint trends and drive targeted process enhancements for ongoing improvement.
Quality and Training Supervisor
ViSalus
11.2012 - 11.2013
- Designed, developed and implemented quality standards for inbound-phone support, email support, and webchat support agents in a multilevel marketing company call center in the Health & Wellness industry.
- Designed phone, email and web-chat support evaluation form used to measure Support Agents' job performance, ensuring compliance of company quality standards with emphasis on the Promoter and Customer Experience.
- Created and implemented quality monitoring, evaluating and coaching program for Support Center of 200+ agents.
- Assessed training needs based on agent performance; conducted one-on-one and group coaching sessions to develop agents' skills and increase productivity.
- Designed and developed ILT Service-Selling curriculum for all Support Center agents, Supervisors and Managers.
- Conducted monthly calibrations with Support Center Supervisors to ensure consistency in employee evaluations and to provide coaching on delivering feedback.
- Collaborated with the Learning and Development Manager to design and deliver new hire training in the Michigan office for employees of the Los Angeles corporate office, increasing communication between the two offices.
Global Training - Contact Center Trainer
Expedia Group
09.2008 - 11.2012
- Developed, coordinated, and facilitated New Hire and recurrent training for multiple lines of business within the Expedia Global Network including Expedia Corporate, Expedia.com Cruise, Expedia.com Sabre Expert Air, Expedia.ca Pre-Packaged Vacations.
- Charged with assessing training needs, and designing and delivering training solutions that produce measurable results to the employees and company.
- Designed, developed, and delivered ILT programs for Hotel Revenue Assurance (Breakage) and Cruise Promotions Sales & Service.
- Pioneered and led the implementation of the innovative 'Cruise Experience Day' training module as a pivotal component of new hire onboarding. Achieved outstanding learner satisfaction scores of 5/5, showcasing the program's effectiveness in enhancing the onboarding experience.
- Proven ability to serve as the sole Cruise product sales/service trainer, producing top performing agents who consistently rank in the top 20% for both sales conversion and revenue.
- Utilized adult learning principles to facilitated in-person ILT classes.
- Facilitated technical and soft skills trainings including 13+ agent tools, customer retention and de-escalation, sales and customer support.
Education
Nursing
Schoolcraft College
Livonia, MISkills
- ADDIE
- Adobe Illustrator, PremierPro
- Articulate Rise
- Articulate Storyline
- eLearning
- Instructor-Led Training
- Learning Management System
- Needs Analysis
- PowerPoint
- Project Management
- Virtual Instructor-Led Training
- Vyond
Timeline
Learning Experience Design Manager
Expedia Group
08.2022 - 04.2024
Senior Learning Experience Designer
Expedia Group
04.2018 - 08.2022
Site Trainer
Expedia Group
09.2015 - 04.2018
Release Coordinator
Deluxe Rewards
03.2015 - 09.2015
Supervisor, Training and Quality
Deluxe Rewards
04.2014 - 03.2015
Contact Center Supervisor
Deluxe Rewards
12.2013 - 04.2014
Quality and Training Supervisor
ViSalus
11.2012 - 11.2013
Global Training - Contact Center Trainer
Expedia Group
09.2008 - 11.2012
Nursing
Schoolcraft College