Shelley Macdonald

Shelley Macdonald

Summary

  • Highly experienced workplace learning and performance professional; strong expertise in creating and delivering interactive, holistic learning solutions linked to strategic corporate business goals in both face-to-face and virtual environments; extensive experience in both the U.S. and Europe
  • Pioneer Certified Professional in Learning and Performance (ASTD Certification Institute)
  • In-depth expertise in managing the learning function as well as designing, developing, delivering, and teaching others to develop, conduct and evaluate training courses and programs using a wide range of innovative methodologies and media

Work History

Work History
Sep 2009 - Present

Adjunct Online Course Developer and Instructor

Ozarks Technical Community College

Scope: Design, develop, and instruct online German and Intercultural Intelligence classes

Jun 2010 - Present

Project Manager, IGT Learning Center

International Game Technology

Scope: Manage cross-departmental LMS; coordinate LMS team projects

  • Design, deliver, and manage development and talent management plans for internal clients
  • Work with cross-functional organizational development team on the basis of a three-year plan to incorporate the LMS into a corporate global training strategy
Feb 2007 - Jun 2010

Instructional Designer / Corporate Trainer

International Game Technology

Scope: Designed and facilitated core skills training workshops, including train the trainer, and e-learning courses; wrote and edited technical training materials

  • Designed, developed, evaluated and updated classroom instruction materials and facilitator guides for sales, train the trainer, customer care, cultural intelligence, personal accountability, and troubleshooting training initiatives; coordinated internal and external instructional resources
  • Assessed, developed and created e-learning training modules for internal and external customers
  • Certified individuals in e-learning facilitation; created and delivered varied online training initiatives in both synchronous and self-paced asynchronous formats
  • Mentored and coached individuals in the use of e-learning tools and online presentation skills
  • Revised and edited IGT Systems technical training manuals for face-to-face and online learning in conjunction with new client launches and software / hardware updates
Jan 2003 - Feb 2007

Membership Services Training Manager

Nevada Association of Employers

Scope: Created and managed the NAE Training Center and advised member companies in training and human resources matters for a non-profit employer association; built up the training function to become the most successful profit center of the organization

  • Performed needs assessments and consulting services for client member companies to link training, as well as management and staff development, to corporate business strategies; planned, coordinated, and administered public and onsite training interventions offered to over 450 member companies and to non-member companies
  • Recruited, coordinated, managed and evaluated effectiveness of a team of contract trainers
  • Researched, designed, developed, implemented, evaluated, and updated learning and performance initiatives in supervisory and leadership skills, employee on-boarding, customer care, performance management, conflict resolution, team building, diversity and other core human resources and communication skills
  • Coached individual business people to improve their communication skills in the workplace
2001 - 2002

Director of Training and Human Resources

Sands Regency Casino and Hotel

Scope: Directed all company training efforts, restructured HR Department, led and managed HR/training team, and advised in corporate decision making and organizational development for growing hotel and casino concern

  • Conducted departmental needs assessments; designed, developed and implemented department-specific customer care, leadership, behavior-based interviewing, conflict resolution, and other core interpersonal skills training, as well as new employee orientation
  • Spearheaded company-wide implementation of improved employee relations program and new policies and procedures; advised in organizational development and strategic planning decisions as member of Corporate Executive Committee
1998 - 2001

Call Center Training Manager

AAdventureLINK LLC

Scope: Implemented all training interventions and assisted in planning of organizational development and employee relations initiatives for call center in the international hospitality industry

  • Researched, designed, developed, and implemented all call center agent training, including customer care, sales, product knowledge, intercultural communication, conflict resolution and computer software and technical skills training; designed, developed and implemented month-long intensive training program for new call center agents
  • Mentored and coached team members in their daily work and hands-on application of training
  • Worked closely with clients to update materials and training programs in accordance with client needs and requests
1997 - 1998

National Sales and Marketing Manager

Luctor International

Scope: One-year position as liaison between start-up European supplier/importer and U.S. distributors; developed, coordinated, and conducted nationwide training on sales and marketing techniques and customer service point-of-sale programs

1995 - 1997

Training Manager and Assistant Human Resources Director

Comstock Hotel and Casino

Scope: As member of management consultant team, worked as internal consultant, coordinating and conducting training and human resources initiatives for two casino properties, the Comstock in Reno and an affiliated tribal gaming facility in Oregon

1989 - 1996

Owner and Director

U.S. Communication Consultants

Scope: Successfully ran all company operations and designed and conducted training initiatives for international organization active in the field of intercultural communication and management development; pioneered intercultural communication training at the German/American interface; designed and presented intercultural communication workshops to groups representing a wide variety of cultures, coordinated team of contract trainers, and coached business people and families living abroad or preparing to travel or move abroad

Education

Education

Certifications

Certifications

Certified Mindex Thinking Styles Practitioner

Karl Albrecht International

Certified Professional in Learning and Performance (CPLP)

American Society for Training and Development