Michael Carrne Email & Phone Number

Lagrange, Ga, Us

Columbus, Georgia

Lagrange, Ga

Follow lesson plans in a way that ensures consistency and optimal learning, and that encourages students to participateModify teaching styles to fit the learning styles of various studentsInclude evaluations and daily reports to give account of any information pertaining to the events of the day.Maintain a well-managed classroom and positive learning environmentMaintains and respects confidentiality of student and school personnel informationOrganizes students for effective instruction

West Point, Ga

Designed and delivered employee and manager Leadership Development courses. Coached, develop and mentored employees and leadership to achieve quality performance while continuing to cultivate personal management skills necessary to lead staff and handle unique management challenges Certified in LEAN methodologies; one of two company certified trainers leading the LEAN Transformation for West UC. Delivered training which focused on engagement, problem solving and eliminating waste in processes. Trained over 200 employees at 4 different North American locations in 2016Created and led a 6-month project using DMAIC principals to define and address employee attrition resulting in reduced employee churn within the first 60 days of being hired by 8% in 6 monthsCollaborated and supported the Point University Senior Capstone Projects to research, create and deploy a strategy to identify and remove obstacles from Generational Training (2016) and International Training (2017)Supported and empowered 25 trainers in 4 North America locations with staffing, training, including an average of 350 onboarding per year, reward and recognition, goal setting and performance responsibilities which aided in significant growth in educational hours year over year from 2012-2017 Administered Training Needs Analysis throughout the company to determine personal management skills; developed a plan to address areas for growth, retention and progressionPrepared and delivered presentations for senior leadership surrounding Hire Rates, Graduation Rates, Employee Accuracy and Trend AnalysisCollaborated with Internal HR (hiring/recruiting), Operations, Workforce management teams and External community programs such as job fairs and “30 in 30” workshops for Troup Trained Employee Enrichment Program

Managed a team of 2 supervisors and 20 employees with mentoring in customer service, root cause analysis and reportingDeveloped and implemented standardized policies and procedures including quality control and issue resolution to ensure alignment with departmental and organizational workflows which increased call center employee accuracy and decreased number of issues reported year over yearPartnered with leadership to identify key quality problems and strategized error resolution initiatives to ensure minimal interruption to operationsIdentified gaps in training based on various accuracy and customer feedback reports in order to meet client/organizational expectations Facilitated Root Cause Analysis of service affecting and non-service affecting problems Continuously evaluated interfaces with other departments, divisions, and the efficiency and effectiveness of work flow between areas of responsibility Identified processes where improvements could be made and implemented process controls to improve accuracy and customer satisfactionPrepared and delivered presentations for staff and executive review meetings surrounding Service Level Agreements (SLA), Customer Satisfaction (CSAT) and employee accuracy

Mentored a team of 2 supervisors and 30 employees providing goal setting, performance measures, training on customer service professional speakingAnalyzed operational performance through interpreting data, direct observation and collaboration with other leadersConducted appraisals and performance reviews and improved employee morale, engagement and accuracyOverrsaw my teams’ day-to-day delivery of unified communications to Fortune 500 companies and ensured conformance to requirements by supervisors and employeesAddressed and escalated as needed any customer concerns to the executive team and/or the Quality Assurance TeamReviewed and updated processes and policies for operational teams