1. PATRICIA SHAY
10330 South Mayfield Ave.
Oak Lawn, Illinois 60453
708-422-3291 / 708-288-7151
patriciashay@aol.com http://www/linkedin.com/in/patshay
ACCOMPLISHED TRAINING MANAGER AND SKILLED FACILITATOR
Over twelve years experience in Developing and Delivering Training
EXPERIENCE
OfficeMax Corporation – Naperville, Illinois
OfficeMax is a leading retailer and business to business supplier of office supplies, office furniture,
computers, accessories and software.
Market Training Manager ~ 05/2002-11/2008
• Consulted on and developed numerous training programs including e-Learning courses, webinars,
classroom sessions, leadership workshops and train-the-trainer sessions.
• Implemented management training programs focused on leadership skills, customer service, sales
training, core standards and technical processes throughout the entire $8B organization. End users
ranged form hourly associates to Vice-Presidents.
• Scheduled and conducted 50+ leadership workshops with 700+ participants a year with flexibility
to accommodate client needs while also working within the budget.
• Executed full-day career development programs with over 200 participants and a succession
planning initiative which reduced company external hiring by 15%.
• Worked with regional and district managers to identify and address training needs which would
impact customer service, sales and profits. Assessed knowledge and skill levels, provided
feedback and maintained reports of training efforts and results.
• Established and led a team of twelve trainers in five states. Reduced new management turnover in
the five state area by 28% in two years.
• Facilitated leadership classes for managers at all levels. Participants came from home office,
outside sales, retail stores, call centers and warehouse locations.
• Conducted consultative selling training sessions throughout the organization. Trained 250+
individuals including multi-unit managers and senior leaders which resulted in overall 10%
increase in sales.
• Received the OfficeMax Market Training Manager of the Year Award – 2007, 2006.
• Consistently ranked in the top five Market Training Managers over thirty-six other peers.
Program Coordinator, Retail Account Managers ~ 01/2001-05/2002
• Developer and coordinator of the Retail Account Manager Program.
• Responsible for recruiting, training and managing twenty-six account managers generating
$7.8m in direct sales.
• Developed sales skills among team personnel and exceeded annual sales target at 103%.

2. Store Manager ~ 08/1999-01/2001
• General Manager of a retail store with annual sales of $7.2m.
• Consistently exceeded quarterly sales goals resulting in achieving 106% of annual sales plan.
• Designated as a Model and Training Store for the Chicago area market.
• Managed payroll and expenses and achieved all budgets.
• Received the Annual Regional Shrink Improvement Award over 186 other stores.
• Ranked third highest in sales improvement in the region.
Service Merchandise Corporation – Chicago, Illinois
Service Merchandise was the leading showroom retailer in the country for jewelry, housewares, furniture,
toys, sporting goods, electronics and seasonal merchandise.
Field Training/Operations Manager ~ 01/1995-08/1999
• Implemented company-wide training and development programs focusing on store operations,
leadership skills, customer service and technical processes.
• Conducted store visits to identify operations and training needs, address training challenges and
provide follow-up.
• Assessed knowledge and skills levels, provided feedback and maintained reports of training
programs and results.
• Directed onboarding, orientation and leadership development of all store management and district
management in the region.
• Skilled manager of other managers. Trained and directed eight district operations supervisors in
the midwest region.
• Developed and implemented P&L analysis software and P&L Response Form which resulted in
improved understanding and response to profit/loss concerns.
Store Manager ~ 02/1993-01/1995
• General Manager of a retail store with annual sales of $12.6m.
• Consistently exceeded quarterly sales goals resulting in achieving an 18% increase in comp sales
for the year.
• Recognized as the most profitable store in the region for 1993 and 1994.
SportMart Corporation – Chicago, Illinois
SportMart was the leading sporting goods retailer in the Chicago market.
Store Manager ~ 04/1991-02/1993
• General Manager of a 45,000 square foot sporting goods mart with annual sales of $8.6m.
• Exceeded annual sales goal by 23%
• Awarded the Regional Mart Presentation Award.
• Coordinator of the Regional Competitive Action Committee

3. CERTIFICATIONS
Certified Trainer – Richardson Sales Training (2007)
Certified Trainer – Ken Blanchard, Situational Leadership (2008)
Certified Practioner – Economic Value-Added (EVA ) – University of Notre Dame (2008)
Certified Practioner – Lean Six Sigma (2009)