Michael Goodfellow Email & Phone Number

Pearson ELL

• || Key Results:
• Scaled third-party tutor vendors to meet D2C & B2B demand in a zero to one product launch
• Developed & scaled new schedule API framework to schedule & staff unlimited # of language tutoring classes
• Iterated APIs continuously in partnership with BE devs to ensure scaling to meet client demands
• With UX, dev & other product team members, developed & launch-admin facing interface with the ability to scale clients, classes & content without limit
• Oversaw growth of product from 20 to hundreds of weekly classes & from a team of 5 to hundreds of tutors & from 20 to hundreds of class topics

• || Key Results:
• Increased RFP efficacy through competitor research & decreased RFP response time through rapid response actions
• Managed onboarding of new-to-us vendor teams in South Africa & Philippines
• Increased quality oversight efficacy & efficiency through use of hybrid teams & streamlined workflows|| Actions:
• Managed quality control for a 500+ person SME team, spanning onboarding, training and day-to-day operations—interfacing with employees, clients, vendors, and departments, across geographies, platforms and product suites
• Review, analyze & interpreted data to ensure the functioning of remote teams and processes, & develop additional capture and analysis methods for application in day-to-day operation

• || Key Results:
• Decreased professional development use by 50% by increasing efficacy of regular feedback
• Increased vendor staffing abilities from 200 to 350+ team size through closer, daily contact engagement with vendor teams in South Africa, India, Philippines, & South America|| Actions:
• Oversaw team leaders and indirectly oversaw tutors across 12+ geographies and 20+ subjects & modalities
• Coordinated training, new hires, professional development and quality control
• Coordinated with domestic & international staff to meet staffing requirements, manage projects & meet quality guidelines

• || Key Results:
• Ensured new SMEs were trained & evaluated during high-growth startup period
• Ensured hybrid teams met quality control standards during international merger process between Pearson, Smarthinking and TutorVista || Actions:
• Maintained service consistency across geographies, businesses and markets, including US, Canada, AU, UK
• Resolved client service-request issues daily, 365 days a year to ensure 24/7 uptime
• Developed or offered feedback on client-, public-, and employee-facing materials and documents

• Evaluated & trained SMEs
• Reviewed undergraduate & graduate essays from across the U.S., Canada, the UK, and Australia,including technical writing, creative writing, business reports, dissertations, and writing from EL2users

• Reviewed undergraduate & graduate essays from across the U.S., Canada, the UK, and Australia,including technical writing, creative writing, business reports, dissertations, and writing from EL2users

• || Key Results:
• Completed digitization of archival back issues from the journal’s founding in 1921 to the present|| Actions:
• Processed and databased hundreds of annual submissions of articles, essays, fiction and poetry
• Helped draft grant & funding applications & proposals
• Corresponded with authors regarding submissions, acceptances, edits and proofs; with publishersregarding books for review, reviews and copies; & with award organizations regarding nominationsand prizes

Master Of Educational Technology

• Online writing labs and the impact of collaborative document frameworks, automated essay scoring (AES) and artificial intelligence for.

Bachelor Of Arts - Ba, English

• Received Entrance Scholarship for International Baccalaureate work • Received the Cobden Award for “Most-Promising First-Year Student” •.