Susan Wallen

Experience

• 

  A+ Tutor

  Sept 1995 - Aug 2019

  Tutor

  Tutored English/Essay writing and various levels of math from elementary to Calculus.

• 

  AMC Theatres

  Apr 1996 - now

  • Supervise team of remote technicians to provide service and preventative maintenance of equipment to optimize presentation, minimize equipment failure, and ensure required maintenance to maintain manufacturer warranties.• Oversee Network Operations Center (NOC) handling technical and operational challenges for digital cinema presentations nationwide through proactive monitoring and remote support and process reinforcement.• Partner with teammate to ensure cohesive people and process development for 60+ individuals; reinforcing expectations and providing feedback. • Continually engage and assess group performance to ensure knowledge of supported systems and provide necessary internal or manufacturer training.• Manage vendor partners to ensure quality of service and adherence to service level agreements. Show less • Oversaw all efforts of 60+ individuals strategically located in varying markets across North America of providing emergency support and preventive maintenance.• Developed and maintained Standard Operational Procedures, job aids, and training materials and for all Sight and Sound systems.• Managed the G&A budget for the Field Support and preventative Maintenance teams through identification of opportunities to reduce costs through efficiencies without sacrificing quality.• Ensured effective and timely communications to theatre operations and leadership as related to support and escalations.• Identified and corrected gaps in technical and operational processes through partnership with SMEs and in-store associates. Show less Collaborate with multiple departments and stakeholders for policy and procedural changes. Create and facilitate corporate and field training. Create and implement best practices for theatre associates. Oversee editing and publishing of Company documents including operations manual, associate handbooks, and health and safety guide. Serve as regional training and best practices resource.• Created and piloted AMC-BBBS employment partnership program ("The Inside Scoop") to provide opportunities for education, empowerment and employment for "Littles." Launching Fall 2014.• Managed West region of 10-15 Market Trainers overseeing 100+ theatres. 2013 Training Index, 95.3% (versus goal of 92%).• Facilitated leadership training to new general managers (12-16 per 5 day workshop session, 10+ times).• Created and adapted content for GM Task Force: Emotional Intelligence, Action Planning, etc.• Designed customized training programs for new TSC associates (e.g., 16 week training program for Director of Operations, 6 week, training program for internal Director of Operations, 4 week training program for Director of Food & Beverage, etc.).• Coordinated communication and logistics for a full office move as a TSC Move Ambassador (2013).• Served as Leadership Conference Facilitator (2014) - created and facilitated Team Leadership content to 400+ senior and general managers.• Pursued ongoing personal development through Instructional Design and PHR recertification classes. Show less Create and facilitate corporate and field training. Collaborate with multiple departments and stakeholders for policy and procedural changes. Oversee editing and publishing of Company documents including operations manual, associate handbooks, and health and safety guide.• Adapted and facilitated GM Development content: Performance Mgmt, Developing Leaders, Marketplace University, etc.• Created bar training and rollout program for new alcohol operations segment.• Improved engagement and results through redevelopment of semi-annual Film Crew summit.• Served as Leadership Conference Ambassador (2012).• Pursued ongoing personal development through Instructional Design and PHR recertification classes. Show less Managed corporate documentation, created training programs, oversaw projects with multiple stakeholders, facilitated training modules, and maintained constant communication with field and corporate associates.• Completed PHR certification.• Edited over 500 documents for various internal handbooks and operations manuals.• Revamped Film Crew Training to include Guest Connections and AMC Stubs (company loyalty program.• Focused on numerous Food & Beverage initiatives (e.g., Made-to-order-beverages, hot foods, Dine-in theatres, etc.).• Partnered to create new training videos (i.e., IMAX glasses, AMC Stubs, Guest Connections).• Reworked and managed the Corporate Orientation Program. Show less Senior Manager at busiest movie theatre in North America. Supervised all departments, including HR, Food & Beverage, performance scheduling, training, disciplinary action, associate scheduling, financial analysis and management, and evaluating theatre performance.• Focused on associate needs and operational improvements to significantly improve associate engagement.• Served as “GM mentor” for two newly promoted General Managers in the market.• Acted as co-Market Trainer for NY; facilitated numerous instructor-lead training sessions; certified trainer. Show less

  • Director, Technical Operations

    Aug 2019 - now

  • Director, S&S Field Support

    Nov 2018 - Aug 2019

  • Manager, Technical Operations

    Jul 2014 - Nov 2018

  • Manager, Training and Best practices

    Aug 2012 - Jul 2014

  • Manager, Documentation and Training

    Mar 2012 - Aug 2012

  • Senior Coordinator, Documentation and Training

    Jun 2010 - Mar 2012

  • Senior Manager

    Sept 2009 - Jun 2010

  • Film Crew up to General Manager

    Apr 1996 - Sept 2009
• 

  U.S. Department of State

  Jan 2000 - May 2000

  Fellow, Strom Thurmond

  • Handled constituent concerns for housing, passport, and Census 2000 issues. • Attended Senate hearings.• Drafted questions for congressional meetings.

• 

  Good Shepherd United Methodist Church

  Nov 2015 - Dec 2018

  Member of the 3-person Staff Parish Committee that advises on HR/people issues and situations at this multi-site church. Serve on the church's governing board to provide support and oversight to HR functions at multiple church campuses.

  • Staff Parish Committee Member

    Jan 2017 - Dec 2018

  • Staff Parish Relations - Governing Board

    Nov 2015 - Dec 2016