JIM SHAW

9600 Commons East Dr Apt C jimshaw061@gmail.comCharlotte, NC 28277 704-678-8826 linkedin.com/in/jameswshaw

HIGH IMPACT INSTRUCTIONAL DESIGNER AND LEARNING LEADERLeverage airline customer service and financial services background to design, develop, and deliver

highly effective learning solutions in fast-paced and changing environments.

Experience with multiple modes of instructional design using the ADDIE model, from needs analysis to evaluation, ensuring each client receives the ideal solution. Proven track record of developing quality training across a spectrum of areas, including airline customer service, corporate finance, and human resources. Programs include new hire and new manager orientations, products, processes, leadership development, performance management, compliance, and other functional skills that enhance organizational performance.

Needs Analysis Compliance Client Management Facilitator

Web Course Design ADDIE Change Management Learning Management System Administration

SOFTWARE SKILLS

Lectora, Adobe Captivate, Camtasia, SnagIt, MS Office, Articulate, SNAP!, SAP, Hyperion

PROFESSIONAL EXPERIENCE

WELLS FARGO – Charlotte, NC October 2016 - PresentInstructional Designer, Contractor with Aerotek Develop a blended learning new hire curriculum for Financial Health team for Wells Fargo’s call

centers.

BANK OF AMERICA – Charlotte, NC 2015 - 2016Instructional Designer, Contractor with Genesis10 Support Third Party Services training strategy by developing instructor-led training, virtual training

and training videos. Plan and execute two-day “boot camps” for new Vendor Managers, which includes planning,

communications, catering, course development.

ALLY FINANCIAL – Charlotte, NC 2010 - 2015Instructional Designer Design, develop, and update web-based and instructor-led training for company-wide programs as well as Human Resources and Finance. Develop onboarding program for new employees and new managers in Finance that included a

checklist, new hire orientation, and technical skills classes; the new hire orientation and the new manager programs for Finance were later adapted for company-wide use for more than 1000 employees.

Create web-based courses for corporate-wide use to support new Human Resources system rollout (7000+ employees).

BANK OF AMERICA – Charlotte, NC 2003-2009Learning Manager II (2007-2009)

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Client consultant who met with senior executives to create and execute annual learning strategy. Conduct needs analysis, recommended solutions, and developed training plans based upon the

yearly business plan of the client. Collaborate with internal designers and external vendors to deliver appropriate solutions. Increase associate satisfaction with training by 15% annually. Led training effort for new end-to-end Supply Chain contract management system, delivering on

time and $50,000 under budget with satisfaction score of 4.8 out of 5.

BANK OF AMERICA – Charlotte, NC 2003-2009Learning Manager II (2007-2009) (continued) Provide executives with information on training performance by developing scorecard to track major

projects, budget, training satisfaction, and program usage providing a quick view of training impact. Lead Finance and Supply Chain integration training efforts with Countrywide Financial, saving

$100,000 from original budget and providing solutions on time. Manage corporate compliance training for 4000 associates with clients meeting or exceeding

targeted goals each month.

Learning Manager I (2004-2007)Manage a team of 2 Instructional Designers and 4 Training Coordinators that provided learning support to the Finance organization. Design, implement, and evaluate appropriate training solutions for 4000 Associates in Finance,

Corporate Treasury, Corporate Investments, and Corporate Workplace which includes tailoring corporate-wide training programs (Compliance, Pay-for-Performance) to performance needs of clients

Recognition for leading successful integration training efforts for Finance with Fleet/Boston Bank, MBNA, and US Trust acquisitions and mergers.

Instructional Designer (2003-2004)Create end-to-end learning solutions for Finance and Supply Chain Management based on department performance needs. Conduct needs analysis, recommend appropriate solutions, design programs, ensure effective

implementation, facilitate programs and provide evaluation. Serve as primary contact for Training Managers, Change Managers, and Program Managers.

US AIRWAYS – Charlotte, NC 1986-2003International Training Specialist, Customer Service (1990-2003)Conduct needs analysis, program development, and instruction of educational and technical programs for customer service employees and contract vendors in Europe, Canada, and the Caribbean. Develop new hire curriculum for international customer service Increase agent product promotion by 20% as development lead for the product team. Reduce customer complaints by 15% as a member of a cross-functional team to troubleshoot

customer problems in the European market.

EDUCATION

Master’s in Business Administration (MBA) – Montreat College – Charlotte, NC

Bachelor of Arts (BA), Political Science – Vanderbilt University – Nashville, TN