Michael Sutcliffe Email & Phone Number

Phoenix, Arizona Area

Delivery of new-hire training for inbound agents in various departmentsInstructional Design of materials for classroom and online learning

Phoenix, Arizona Area

Owned training, quality control, and knowledge management (knowledge base).Turned around agent accuracy and quality metrics, and raised customer SLA’s 700%, using targeted training interventions.Supervised a team of 7 bilingual and generalist customer service agents at an inbound call center.

Phoenix, Arizona Area

Designed new onboarding program for customer service agents at 3 call centers, managed the curriculum development project, and facilitated new-hire classes as lead instructor.Taught Salesforce CRM to inside and outside sales teams via live and virtual sessions.

Phoenix, Arizona Area

Consulted with internal customers to assess learning needs and propose solutions based on business outcomes, then designed and developed e-Learning, instructor-led training, reference guides and job aids.Served as lead admin for the learning management system.

Phoenix, Arizona Area

Completed annual performance appraisals and annual budget while guiding the 4-person learning team through a restructuring. Wrote education policies and procedures for the entire organization.

Phoenix, Arizona Area

Designed e-Learning modules and software simulations for clinical and non-clinical staff. Managed training projects such as the Kronos Scheduler implementation. Developed and delivered in-person classes on Microsoft Office. Served as lead admin for the learning management system.

Phoenix, Arizona Area

Created a consultative process to assess performance improvement needs of internal partners, including measurement of effectiveness and ROI using the Kirkpatrick scale. Managed training projects to budget, on time and with high quality. Designed and delivered call-center new-hire orientation. Served as lead admin for the learning management system.

Phoenix, Arizona Area

Won the 2006 company award for Year’s Best Training Program, for designing and implementing a global program to foster innovation. Delivered training sessions virtually and in-person, on topics such as Situational Leadership, Sales Excellence, Wilson Learning Working Styles, Franklin Covey 7 Habits, Time Management, Project Management.

Camp Verde, Arizona, United States

Designed and facilitated live and online training courses, in Spanish and English. Consulted with internal departments on their training needs.

Phoenix, Arizona Area

Taught Spanish I, II, and Advanced Placement.

Guadalajara Area, Mexico

Supervised the performance of 30 teachers in my role as Head Teacher. Developed and delivered professional growth workshops for instructors. Increased student enrollments and provided exceptional customer service. Taught English as a Second Language to adults.

Fort Worth, Texas, United States

Taught Spanish I, II, III, AP Spanish Literature, and US History.Chaired the World Languages Department.

Bachelor Of Arts - Ba, History

Master Of Education - Med, Educational/Instructional Technology