Shanna Bridges
Process Improvement Consultant
73565 610 Ave Sterling,NE
Summary
Enthusiastic and loyal employee with integrity, strong work ethic, and superb leadership skills. Over 10 years of experience in process improvement and driving change through learning and development in an operational setting. Exceptional communication skills with a proven history of successful project and change management highlighting collaboration and strategic adaptability.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
5
5
Certifications
Work History
Senior Analyst
National Rural Electric Co-op
Lincoln, NE
07.2017 - Current
- Analyze and research root cause analysis, identify appropriate remediation, and present recommendations to management
- Conduct workplace compliance training to reduce liability risks and operate effectively
- Investigate system issues and implemented resolutions to reduce downtime
- Recommend process improvements to continually identify, analyze and fix constraints and challenges
- Perform quality assurance to meet appropriate standards and facilitate improvement of processes
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Analyzed quality and performance data to support operational decision-making
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation
- Developed training materials, SOPs and work instructions to supplement new team member onboarding f
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Partnered with business teams to understand needs and mitigate potential problems
- Led teams of analysts to evaluate, plan and execute projects
- Created methods to integrate functions, optimize processes and prepare staff through proactive training
- Built support for change throughout business unit through direct outreach strategies
- Developed solutions to address complex issues and operational gaps.
- Identified impacted parties, business partners and resources required for planned changes
- Managed internal and external client-facing relationships through transitional periods
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
- Communicated best practices among on-site and external personnel to align efforts and goals
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Assisted in organizing and overseeing assignments to drive operational excellence
- Defined clear targets and objectives and communicated to other team members
Training Specialist
National Rural Electric Co-op
Lincoln, NE
11.2014 - 07.2017
- Developed and designed training courses and agendas for staff members involving system and procedural updates
- Planned, coordinated, and directed staff training in area of retirement and group operations
- Managed oversight of phone quality program for Member Contact Center, Employee Benefit Services
- Implemented coaching plans as needed for staff
- Maintained and created training and reference materials based on training needs identified through audits and or system enhancements
- Facilitated weekly agenda and procedural updates for call center, employee benefit eligibility, 401(k) and retirement security cross departmental teams
- Trained and mentored new personnel hired to fulfill various roles.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals
- Resolved problems, improved operations and provided exceptional service
- Participated in team-building activities to enhance working relationships
- Identified issues, analyzed information and provided solutions to problems
- Used Microsoft Word and other software tools to create documents and other communications
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
Sr. Retirement Plan Associate
National Rural Electric Co-op
Lincoln, NE
08.2011 - 11.2014
- Audit 401(k) loans and payments for quality assurance as processed by team members in accordance of established processing standards while maintaining service levels
- Facilitate training, training plans, coaching and education as needed to temporary employees as well as benefit administrators regarding rules, distributable events, implementation and administration of NRECA 401k pension plan
- Serve as resource for field staff and benefits administrators for rules and regulations in accordance to 401k plan
- Maintain quality control checks for all distribution processing to ensure timely updates to participant accounts; effectively meets and often exceeds all production goals promptly and accurately as well as ensuring compliance with company, state and federal regulations
- Evaluate and respond to customer inquiries, resolve service issues and demonstrate proactive solution-based approaches to enhance customer relations with membership across cooperative nation
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Identified issues, analyzed information and provided solutions to problems
- Drove operational improvements which resulted in savings and improved profit margins
Sr. Employee Benefit Coordinator
National Rural Electric Co, op
Lincoln, NE
08.2010 - 08.2011
- Provided excellent customer service to member contacts, researching issues, and following rules and procedures for group and retirement benefits
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Used coordination and planning skills to achieve results according to schedule.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Coordinated and lead projects as assigned for continuous improvement within units to streamline processing guidelines
- Researched benefit eligibility issues and billing inquiries and followed up directly with Co-op Benefit Administrator, Field Rep and appropriate individuals
- Interacted with internal teams regarding group benefit eligibility and plan issues to determine cause, effect and corrective action quickly and efficiently
Participant Services Specialist
UNIFI Companies, Ameritas
Lincoln, NE
03.2007 - 07.2010
- Served as primary liaison between full-service, record keeping-only and investment-only retirement plan client and all home office administrative functions that involved Regional Managers and Client Services Team
- Analyzed account reconciliation issues that occurred and solved quickly and efficiently by utilizing benefit systems and critical thinking skills
- Trained and coached new members of team regarding guidelines, good order policy, rules and regulations that effected retirement plan industry
- Solely responsible for accurately advising and processing incoming contributions for 22,311 member State of Nebraska Plan 10,274 member County Retirement plan with total assets of $2 billion as well as State Deferred Compensation Plan with assets of $138 million
- Appointed to manage suspense accounting details for both State of Nebraska Plan and 3,221 member State Deferred compensation Plan with assets of $138 million
- Resolved client service issues and communicate escalated issues to appropriate individuals as needed in regard to with plan participants, plan administrators and agents for both 401(k), defined benefit plans and group benefit plans regarding funds coming into plans
- Cross-trained and provided backup support for organizational leadership
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Retirement Plans Specialist
Union Bank and Trust Lincoln
, NE
02.2006 - 03.2007
- Established and maintained professional working relationships with customers as well as team members and plan administrators
- Provided on-site service and education to State of Nebraska client to expand current plan enrollment investment knowledge of plan participants
- Created and presented training modules for development and implementation of new website for State of Nebraska retirement plan
- Assisted with conversion of State of Nebraska retirement plan from Ameritas Life Insurance to Union Bank and Trust
- Presented and prepared user conferences and training sessions for State of Nebraska benefits employees as well as served as main contact for in depth benefit questions
- Identified issues, analyzed information and provided solutions to problems
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Worked within applicable standards, policies and regulatory guidelines to promote accuracy
Education
Master of Arts - Organizational Leadership
Doane College
01.2011 - 05.2013
Bachelor of Science - Business Administration
Bellevue University
01.2006 - 05.2009
Associate of Applied Science - Business Information Technology
Southeast Community College
06.2002 - 05.2006
Skills
Flexible and Adaptable
Analytical and Critical Thinking
Excellent Communication
Project Management
Change Management
Learning and Development
Presentation and Facilitation
Certification
Change Management Specialist, Management and Strategy Institute
Timeline
Change Management Specialist, Management and Strategy Institute
10-2022
Lean Six Sigma Yellow Belt
09-2018
Master Trainer, Langevin Learning Services
11-2017
Training Manager/Director, Langevin Learning Services
11-2017
Senior Analyst
National Rural Electric Co-op
07.2017 - Current
Training Generalist/Technical Trainer, Langevin Learning Services
02-2017
Training Specialist
National Rural Electric Co-op
11.2014 - 07.2017
Sr. Retirement Plan Associate
National Rural Electric Co-op
08.2011 - 11.2014
Master of Arts - Organizational Leadership
Doane College
01.2011 - 05.2013
Sr. Employee Benefit Coordinator
National Rural Electric Co, op
08.2010 - 08.2011
Participant Services Specialist
UNIFI Companies, Ameritas
03.2007 - 07.2010
Retirement Plans Specialist
Union Bank and Trust Lincoln
02.2006 - 03.2007
Bachelor of Science - Business Administration
Bellevue University
01.2006 - 05.2009
Associate of Applied Science - Business Information Technology
Southeast Community College
06.2002 - 05.2006