Project Management Human Resources

***************@*****.*** www.linkedin.com/in/shannonhertling 206-***-**** Page 1 of 2

Shannon Hertling

PROVEN TRACK RECORD OF IDENTIFYING, DEVELOPING,

IMPLEMENTING AND IMPROVING OPERATIONAL AND EMPLOYEE PROCESSES Self-directed and company-focused professional with extensive experience in customer service and training management. Solid history of career progression to positions of strategic and multisite operations leadership. Skilled at repurposing human and physical resources to accommodate new organizational infrastructures. High-level communication and presentation skills with key results in implementing change, along with the establishment and implementation of company policies in support of organizational objectives. Demonstrated project management expertise and ability to perform under challenging circumstances and meet demanding deadlines. A motivational, lead-by-example advocate of empowerment and accountability providing diplomatic and participatory leadership ensuring efficiencies in process, control, compliance, profitability and shareholder value.

● Process Improvement ● Change Management ● Employee Development

● Quality Control ● Overall Office Operations ● Human Resources

● Budget, Inventory and Scheduling ● Project Management ● Mentoring and Team Building professional employment history

Emprove Performance Group, LLC 2008 – 2020

HUMAN RESOURCE MANAGEMENT

Lead multisite operations to support business continuity and performance in accounting, IT, human resources, project management and marketing. Lead the sales process offering holistic solutions in human capital management, learning, talent management and brand marketing. Oversaw risk management and legal activities: client contracts, partnership agreements, leases and other legal documents.

● Created strategy and support operations infrastructure, processes and standards ensuring efficiencies in business process, risk management and financial control.

● Developed and facilitated key corporate and staff development trainings to F1000 clients.

● Improved business performance and strengthened organizational capabilities, driving overall effectiveness through integrated strategic talent management, learning delivery, learning management technologies and social media integration. American Home Mortgage 2002 – 2007

VICE PRESIDENT, DIRECTOR PROJECT MANAGEMENT OFFICE (2005 – 2007) Served varied leadership roles in training and development for this leading lending institution with more than 10k employees. Orchestrated efficient transition of all incoming sales staff. Facilitated communications with Executive Sales and Operations units in preparation for pending acquisitions. Developed company mapping system enabling comparisons of existing structure with potential acquisitions.

● Originated process-tracking checklist for acquisitions projects.

● Researched and analyzed overlap potential for prospective acquisitions.

● Developed highly efficient procedure for matching Loan Officers with Affinity Partners.

● Reduced staffing redundancy by more than 33% in the acquisitions process career summary

critical skill s et

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***************@*****.*** www.linkedin.com/in/shannonhertling 206-***-**** Page 2 of 2 American Home Mortgage (continued)

VICE-PRESIDENT, NATIONAL SALES TRAINING (2002 – 2005) Created, implemented and evaluated sales training curricula for more than 10k (Consumer Bank USA) employees company wide. Maintained consistency and quality of training services throughout a nationwide network. Supervised schedule for entire training apparatus to ensure efficient use of time and resources. Recruited, hired and trained instructional staff. Conducted presentations to upper management validating value added through professional development programs. Facilitated post-training evaluation process designed to effect improvements and enhance quality of training.

● Managed the design, development, delivery and execution of all bank sales and customer service training programs.

● Assisted company growth from 750 employees and one trainer to more than 10k employees and 30 trainers.

● Orchestrated implementation of more than 30 new training initiatives. early employment history

Citigroup/CitiMortgage 1998 – 2002

SENIOR PERFORMANCE CONSULTANT (2000 – 2002)

Served in positions of increased responsibility for this national lender with more than 10k employees. Ensured effective job-specific training for incoming staff with wide range of skill levels. Maintained training quality while operating within budgetary constraints. Developed testing and instructional materials for all professional development initiatives. Provided mentoring services to less-experienced training staff.

● Developed and managed call center sales initiatives for bank Telesales employees.

● Created and implemented 24 training programs attended by more than 2,500 staff members in one year.

● Coordinated two major product introductions for CitiMortgage. MORTGAGE LOAN OFFICER (1998 – 2000)

Guaranteed achievement of company sales goals through enhancement of customer service. Developed expertise in more than 20 company product offerings to maintain divisional productivity. Implemented training and development of all incoming loan officers. Chosen to direct pilot project for innovative Internet lending program.

● Achieved results equaling or exceeding all company sales goals.

● Managed time allotted for both inbound and outbound calls. Contractor Success Group 1994 – 1997

NATIONAL CREDIT MANAGER

Served as Product Development Supervisor for association of independently owned HVAC companies. Coordinated the development and implementation of a major private label credit card serving more than 350 accounts nationwide. Originated training materials and directed training procedures for existing and incoming staff. Maintained high level of customer service resulting in the achievement of all organizational sales goals.

● Transferred and managed electronic delivery of over $35,000,000 daily.

● Created process to reduce application input errors by 50%.

● Acted as customer liaison for any disputes.

Master of Business Administration (MBA), Fontbonne University – St. Louis, Missouri Bachelor of Science in Business Management (BS), Missouri Baptist University – St. Louis, Missouri education and certifications

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