Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Shannon Head

Georgetown,Texas

Summary

Learning & Development Professional with years of experience delivering advanced L&D programs, on-boarding, and continual development programs to cultivate highly engaged staff to deliver results. Focus on driving change and bringing new solutions for products, sales, service, and operations. Results-oriented in driving B2B client success through consultative services, business needs analysis, coaching, and training, building long-lasting, trusting relationships, and positively influencing leaders at all levels to change and grow their business.

Overview

31
31
years of professional experience

Work History

Retail Client Success Consultant

Kasasa
07.2009 - Current
  • Worked with all levels of leadership, including C-level stakeholders to define and implement service, sales, and operational strategies for key products and services with a focus on improving service and sales performance
  • Worked with FI Leadership on bridging gaps between service and culture, and marketing and retail
  • Facilitated in person and virtual engagements sessions for staff and leadership for over 50 financial institutions Implemented change management structure and processes to drive to KPIs
  • Consulted, trained, coached, and cross-sold clients on retail and marketing products and services while generating sales leads and building internal relationships
  • Conducted client performance needs analysis with executives and presented solutions to address challenges and drive value add of partnership
  • Played a critical role in the retention of clients by prioritizing and engaging with those in the “save” portfolio
  • Created and managed an LMS with over 40,000 end users and over 300 modules and resources
  • Facilitated 50+ engagement events in person for up to 200 attendees at a time

Senior Program Manager

Harte-Hanks
01.1993 - 01.2008
  • Managed portfolio of 4-6 clients
  • Oversee response management of direct marketing and email campaigns from beginning to end including fulfillment of direct mail pieces to inbound phone calls
  • Management of team of 5-8 phone agents
  • Handled monthly billing of campaigns to clients.
  • Cultivated strong relationships with external partners, ensuring effective collaboration on joint projects and initiatives.
  • Ensured compliance with industry regulations and organizational policies throughout the program lifecycle, mitigating potential risks or liabilities for the company.

Education

Some College (No Degree) -

Lamar University
Beaumont, Texas

Skills

  • Training Needs Analysis
  • LMS Management
  • Employee Engagement
  • Facilitation Skills
  • E-Learning Development
  • Change Management
  • Coaching
  • Exceptional communication
  • Client Relations
  • Inter-department collaboration
  • Training and mentoring

Accomplishments

  • Facilitated over 100 launches and training sessions for 50+ financial institutions
  • Consulted with Branch leaders and Executive teams on driving sales through front line development
  • Provided hands on coaching to 100+ front line staff and branch leadership

Timeline

Retail Client Success Consultant

Kasasa
07.2009 - Current

Senior Program Manager

Harte-Hanks
01.1993 - 01.2008

Some College (No Degree) -

Lamar University

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Shannon Head