Michael Hatt Email & Phone Number

Issaquah, Wa, Us

Plantation, Florida, Us

Lead the Chewy Instructional Design and strategy organization responsible for almost 600 hours of curated content. This included both the Customer Service and Healthcare verticals. Created the math to support this organizational change as well as new roles to enable the CS L&D team to scale as we grow both our online and services models.

Plantation, Florida, Us

Lead the Healthcare Learning and Development team supporting all Chewy Healthcare verticals. The team consistent of two sites, and teams working in Instructional Design, Training Delivery, New Hire Support and team onboarding. This included work for Pet Health, Insurance, Pharmacy, Vet Diet, Vet Services and Specialty training.

Leading New Hire, Leader on Duty and Manager training teams for Associates for Amazon Go. Focusing on distributed/e-based learning for all store functions. Strategic leader for overall learning strategy, content strategy, learning program and project management structure and standards. Leading the changes in how Amazon looks at retail, Just Walk Out technology and low labor model and its impacts to store Associates and learning.

Responsible for advancing the AMZL LTD Strategy from Instructor Led Training to a globally scalable e-based training strategy. To make this happen, created and defined mechanisms in four areas: 1) built a mechanism for converting all existing content into a single facilitator guide format to enable global scale and rapid e-learning conversion in 2020, 2) Created a global mechanisms to include regional/country leads the review/approval process, 3) defined the global assessment strategy for L1 surveys and L2 knowledge assessments, and 4) built a global mechanism for content localization and translation from English into seven different languages. Leading the Facilitator Guide conversion in Q4 2019. To do this, built the .dot template file for Clarity Consultants to convert existing materials, built the Program Management framework and SharePoint site templates for each program and estimated the hours of development, budget, and tasks for each.

Seattle, Wa, Us

Training Operational Excellence will evaluate and improve internal Training processes and procedures looking to 1) eliminate waste and simplify working interactions with the team, 2) maximize efficiency through global prioritization of initiatives from initial intake to final delivery (working within the defined capacity of the team), 3) mechanize learning by linking training efforts to KPI’s and Associate performance (i.e. ACHT, EDR, ARR, PRR) and 4) decrease NH Associates time to on-board by examining how the teams overall training (design and delivery) approach translates to the operational business efficiencies.

Seattle, Wa, Us

Responsible for leading a team of regional training managers and regional training leads who supported outsourced contact centers across EMEA, Philippines, China, Japan, and NA. These sites supported Amazon Selling Partners who account for more than half of all online sales at Amazon. I manage the team to overall Customer service goals, handle time and other metrics as well as lead the strategy for this support. Key accomplishments in this role include not only the day to day operational function of the team but specific project work supporting: 1) the definition of the new leadership on-boarding for new Outsource partner’s leadership teams including the Cairo Multi Lingual Language Hub (MLLH) reducing training time for launching a new site by two weeks. I also was the training lead for RFI/RFP reviews and site visits as part of the selection committee. 2) Re-writing the New Hire Ramp Gating mechanism to define and re-enforce only top 80% of New Hire Associates get to work with Selling Partners. 3) Leveraging my Instructional Design background to be the leadership sponsor to create statistically valid knowledge Assessments that could be used to prove knowledge and performance measures were aligned where they were previously not. 4) Leading Language assessment and culture and language training team on Language Assessment tool selection and on the need for language/culture training to be added to the New Hire curriculum.

Atlanta, Ga, Us

As part of the Cox Talent Management and Development (TM&D) team was responsible for the client relationship and Learning Strategies for the Cox Care, Cox Business Care, and Collections organizations of the business. In this role, conducted front end analysis of customer facing roles, and the existing training materials, to establish a dramatically new approach to learning and learning strategy. Post analysis, a proposal was made and agreed to, to begin a 2 year initiative to a move to a workflow based approach for learning and coaching and align operationally on the contact center floor. The approved recommendation will address several key areas for the business including the reduction of churn, training duration as well as the improve the Net Promoter Scores around quality and proficiency of learners coming out of new hire. Within in the internal TM&D team proposed the idea of a centralized intake and prioritization program to help quantify the volume of work produces by TM&D. Additionally, established the budgeting equation for the team to use for 2016 planning within TM&D as well as with the businesses we supported.

Pittsburgh, Pa, Us

As the leader of the EDMC HR Talent Development and Corporate Education team, I am responsible for the overall EDMC learning and education strategy. I am currently working to redefine the overall learning strategy and blending of delivery modalities to better maximize how learning reaches the 25,000 plus employees at EDMC. With the small and mighty HR team, I am leading efforts to redefine the EDMC competency model for both the core competencies and the leadership competencies. This will become the foundation for all learning going forward and move more toward behavioral leadership vs. metrics based leadership and shift from an internal only perspective to that of the students we service. Additional areas of ownership are New Hire on boarding, Manager Training, Leadership Training, Executive Development, Annual Review forms, and the corporate Learning Management System (LMS) and learner experience. As Part of the Online Higher Education Team I built and centralized training operations, bring in instructional design as a skill and discipline, and build a consistent student first strategy and training program to implement across multiple brands and skills sets. Other accomplishments in this role were to create and build a centralized design project and facilitation intake process that then helped senior leadership quantify and prioritize requests to ensure the learning and development resources were assigned to the most important business needs.

New York, Ny, Us

Helped the American Express Learning Network advance their learning strategy, instructional design approach and training processes and procedures strategically and tactically. While in this role I led groups from 15-32 people including managers, instructional designers, facilitators, project managers supporting Phoenix operations. My particular area of expertise was to focus on advancing the learning strategy and tactics for the Telephone Service Center (TSC) by moving from an exclusively facilitator led curriculum to one that is blended using the best of what ILT and WBT could bring to the classroom in the brick and mortar and virtual worlds. Tactically, we were able to implement a standard intake and prioritization process to work for all groups across the network, not just the TSC. In addition to those processes I standardized the templates for ILT, educated the staff on their use, and increased re-use and decreased time to market for those training development cycles. The team and I were able to pilot innovative and interactive e-Learning to show the value of moving to a blended approach.

Redmond, Washington, Us

Xbox was a true opportunity to change how the call center support space looked at new hire education and the ongoing hire to retire learning lifecycle in a high churn environment and on a global scale. Changing how learning was defined, built, tracked, and delivered and radically changing it to create a world class blended learning solution. This cutting edge work took allowed for a fully blended new hire program to be built from the ground up taking the best of ILT and WBT and blending a program to be globally distributed via LMS with custom reporting to show ROI. This project was published in the The Learning Advantage: Blending Technology Strategy and Learning to Create Lasting Results. Additionally this work help redefine how other areas looked at tracking and reporting and helped define how an LMS could be used and define requirements for future LMS work. In addition to this, we were able to implement new standards and produce more material, in a shorter time with a higher ability to reuse. This would include being able to deploy new e-Learning and track who took it and when on a global scale in less than 24 hours in many cases. Xbox training was delivered in Japan, Singapore, Egypt, Estonia, Philippines, United States, Canada and other countries and worked equally well with English as a Second Language (ESL) learners as it did with native English speakers because of its innovative design and strategic approach.• In the Top 4% of managers as Microsoft Corporation and participant in the Expo program for high potential senior leadership candidates.• Responsible for global training for Xbox support business in 10 different countries and training over 8,000 agents last year.• Proven thought leader in the training space implementing ideas from a fully blended learning solution to originating the Close Loop Quality Framework methodology. • managed multimillion dollar training budgets and global training for $150 million dollar support business.

Redmond, Washington, Us

Worked in the technical troubleshooting field designing and building technical troubleshooting training for a global audience. This included the development of a troubleshooting model as well as the technical skills and knowledge for people who are not familiar with Microsoft’s products and services to be able to support then in off shore call centers. By building and implementing a consistent approach for this it made the training more efficient to build, as well as update. It also helped off shore learners better support Microsoft customers through a consistent technical support experience. With MSN and MSNTV I was also responsible for building and implementing a sales and retention model to attract new customers, and keep exiting customers from leaving our products and services. I designed, delivered, and also implemented a sales and retention model based on proven workflow techniques initial tracking showed an immediate 7% increase in retention rates upon role out with new hire classes. These materials were so well built, that they were used and reused for several years after development across multiple new areas in the larger organization. I was also able to bring several best practices from previous experiences in an ISO certified training courseware factory. These skills helped reduce development time for the work products the team build and increase consistency and reuse between the team of instructional designers saving time and money for the group.

Global, Us

CSC’s Training Center of Excellence in Hampton Virginia is an incredible training organization and proven innovator in the distributed learning space. Starting as an instructional designer I quickly gained experiences in designing, building and delivering both instructor led and e-Learning products. Working with companies like Pratt and Whitney, Bank One, and CSC corporate offices I was able to work with e-Learning in many capacities and consult to provide learning solutions for our clients. Working with and building Microsoft Word templates as well as using and designing various e-Learning templates to build products like the CSC Threshold New Hire program, and SAP Training for Bank One and Pratt and Whitney. While with CSC I contributed a project review process that was incorporated into the ISO 9001 Training Courseware Factory processes the site used. These processes are repeatable, improvable, and established an operational baseline for all who worked there.

Us

Circuit City was the industry leader in consumer electronics. While there I gained extensive commission sales experience as a sales counselor receiving Presidents Club awards. Grand Opening and supporting new stores and markets as an excellent chance to not only sale, but also to teach others how to sell products and extended warranties within the Circuit City brand. I participated in the launches of stores in Virginia as well as several in Michigan as part of the company’s expansion. This role allowed me to explore my passions around consumer electronics and home audio and video as well as computers and home office products. The training, product, and sales skills gained here have been foundational in developing my workflow based training methodology and being able to link it to so many different areas of learning to include technical support and customer service skills.