In this role Michael works with and assists the Vice President of Morley Business Process Outsourcing (BPO) and is responsible for designing and implementing strategic plans for the BPO organization. Michael brings an extensive experience in BPO operations and possesses the skills to identify and implement improvements across the board. Michael has the strong communication and project management skills to oversee the execution of tactical plans and the ability to build positive relationships… Show more In this role Michael works with and assists the Vice President of Morley Business Process Outsourcing (BPO) and is responsible for designing and implementing strategic plans for the BPO organization. Michael brings an extensive experience in BPO operations and possesses the skills to identify and implement improvements across the board. Michael has the strong communication and project management skills to oversee the execution of tactical plans and the ability to build positive relationships with clients. In this role, Michael interacts with stakeholders at all levels of the organization while collaborating on the long term vision and success of Morley BPO. Show less

As Training Manager the directive was to lead a team of Trainers in the multifaceted world of Reacquired Vehicle Management (RVM). With the experience and due diligence that Michael had proven out over the previous assignments this was a switch ramp into full service training for both the existing staff and the new hires that were onboarding.Courseware continued to be developed, new demands on the delivery arrived with the deployment of Work from Home (WfH), and the challenges were met… Show more As Training Manager the directive was to lead a team of Trainers in the multifaceted world of Reacquired Vehicle Management (RVM). With the experience and due diligence that Michael had proven out over the previous assignments this was a switch ramp into full service training for both the existing staff and the new hires that were onboarding.Courseware continued to be developed, new demands on the delivery arrived with the deployment of Work from Home (WfH), and the challenges were met head on. Michael actively worked in the classroom as a presenter, while also leading a developer, a full time Trainer and a Designated Trainer – this demanded additional classroom space and the team, under the direction of Michael built out a Training Lab for collaborative work and a Remote Training Annex that would seat 20 along with full video and audio conference abilities.The team effectively produced high quality content, delivered on time to both live classrooms and those in remote locations. Logistics came into play so that all attendees would have the same set of collateral and the Team rallied around the challenges that come with planning a class far enough in advance to make sure that shipping is timely.The classroom became a dual purpose of learning the demanded content and making sure that all WfH equipment was up and functioning so that the student would leave class ready to perform their role.The Team excelled to the point of posting into other higher leadership roles within 6 months of the original combination.Timely with the downturn of business due to the impact of the pandemic, this moved Michael back to the unique position of Content Developer, Presenter, Creative Design, and forward planning for the Reacquired Vehicle Management training plan.The development has moved to creating on-line based learning that has a one-on-one delivery focus – Michael has produced over 150 pages of content for this new drive. Show less

Reassigned after completing other projects to the Reacquired Vehicle Management Division of Morley Companies, an International Leader in this business sector.The project encapsulated moving the original content to provide formal classroom training to all Client segments in current existence.Michael extended his technical prowess beyond the physical classroom to all equip all of the facility conference rooms for full video/audio utility -- a first in the company and $24,000.00 under… Show more Reassigned after completing other projects to the Reacquired Vehicle Management Division of Morley Companies, an International Leader in this business sector.The project encapsulated moving the original content to provide formal classroom training to all Client segments in current existence.Michael extended his technical prowess beyond the physical classroom to all equip all of the facility conference rooms for full video/audio utility -- a first in the company and $24,000.00 under budget.Courseware development continued to address those long term associate needs and expanded to handout creation along with supporting collateral. Review of the amassed 15 years of previous/existing training materials continued as part of the effort with new content being honed by the Morley Creative and Proofing Teams and the out dated materials archived or deleted. Show less

With a focus of the skills that Michael embodies, logistics, organizational design, and understanding of the user audience, efficiency, and computer knowledge – this made him ripe for the selection to assist in the deployment of 2000 employees from on-site office work to WfH.Michael was key, as part of a broad based team, to making sure that equipment was configured and deployed and delivered. In an amazing effort roughly 2000 employees were moved off site in only 10 business… Show more With a focus of the skills that Michael embodies, logistics, organizational design, and understanding of the user audience, efficiency, and computer knowledge – this made him ripe for the selection to assist in the deployment of 2000 employees from on-site office work to WfH.Michael was key, as part of a broad based team, to making sure that equipment was configured and deployed and delivered. In an amazing effort roughly 2000 employees were moved off site in only 10 business days.The tracking, logistics, and training was part of what Michael was allowed to provide to this spectacular showing of team work and employee protection due to the pandemic. Show less

Assigned to provide consulting support to a Morley Client in the arena of Web Chat/Messaging. This was an intensive, short term project (3 months) in which Morley was to review the current content that the Client was using and provide insight and best practice direction. As part of a small Team, Michael worked directly with the Client on numerous conference calls providing quality enhancements to the existing Client courseware. Provided to the client, in advance of the deadlines, was a… Show more Assigned to provide consulting support to a Morley Client in the arena of Web Chat/Messaging. This was an intensive, short term project (3 months) in which Morley was to review the current content that the Client was using and provide insight and best practice direction. As part of a small Team, Michael worked directly with the Client on numerous conference calls providing quality enhancements to the existing Client courseware. Provided to the client, in advance of the deadlines, was a PowerPoint deck specifically built off of the Statement of Work, with a companion Facilitators Guide. Additionally, in a value added delivery, the Morley Team provided a PowerPoint deck with extensive Facilitator note pages which focused on the Soft Skills around Web Chat/messaging.This project has additional mile stones to deliver and is expected to end on, or about, May 1, 2020. Show less

Asked to provide internal consulting services to the Reacquired Vehicle Management Division of Morley Companies, a National Leader in this business sector.The immediate design was to develop course ware for a new Client with the long term plan to roll out formal classroom training to all Client segments in current existence.As part of this role, Michael was able to manage and deploy a full 20 seat classroom equipped as an ongoing learning space in the facility--previously this location… Show more Asked to provide internal consulting services to the Reacquired Vehicle Management Division of Morley Companies, a National Leader in this business sector.The immediate design was to develop course ware for a new Client with the long term plan to roll out formal classroom training to all Client segments in current existence.As part of this role, Michael was able to manage and deploy a full 20 seat classroom equipped as an ongoing learning space in the facility--previously this location had no formal training room.Courseware was developed in two manners--those specific to the new Client, and those considered 'Core' which could be used, and reused, for all other partners. Full agendas and layout were designed with the ability replicate the success into the future, with collateral and content that would live beyond a single class and/or client. Standards for file naming conventions, lesson plans, and shared drive storage were put in place so that the overall concepts would scale into the distant future--no matter the client, associate role, or size of class.Review of all previous/existing training materials was part of the effort with new content being honed by the Morley Creative and Proofing Teams and the out dated materials archived or deleted.This role required fast action on a huge amount of data with a very tight time line that was met and/or exceeded by all reports. Michael accomplished this only as a member of a very powerful team of players, melding concepts and ideas from a number of factions into a successful launch for the Business Unit.This project is expected to continue in waves until all Associates in the division are trained and processes are stabilized. Anticipated conclusion for the overall project is targeted for the 4th Quarter of 2020. Show less

Selected to develop a new pilot project and develop classroom training materials titled as the "Morley Operating Principles". Project content was delivered in November 2019. The content is slated for release in 2020.

Promoted to cover both Training and Quality Assurance for the Roadside Unit at Morley Companies. This increased the Team of direct reports to 16, covering the operations in 2 call centers, in two separate states.The role included direct interaction with several factions of the Client working toward world class training with the quality evaluation program to support the same.During this role, Michael was a key member involved in the deployment of a new set of Phone Switch software.… Show more Promoted to cover both Training and Quality Assurance for the Roadside Unit at Morley Companies. This increased the Team of direct reports to 16, covering the operations in 2 call centers, in two separate states.The role included direct interaction with several factions of the Client working toward world class training with the quality evaluation program to support the same.During this role, Michael was a key member involved in the deployment of a new set of Phone Switch software. Michael acted as the Single Point Of Contact between the Operation and the Switch Team--Michael worked around the clock in an effort to coordinate the activity between the Switch Team, the Internet Technology Team, the Desktop Team, and the Operations Team, in order to ensure that the roll out was seamless to the customer and as smooth as possible for all Associates that care for those customers. Show less

Hired as the Manager of Training for the Roadside Assistance Unit at Morley Companies.The Team was comprised of 6 corporate trainers located in two sites in different states. With 6 physical classrooms totaling 166 seats and all the related equipment and oversight. During this tenure in excess of 1000 learning hours were delivered while active development, review and revision of course ware was in progress.

Cross-trained for nearly all company contracts in the Great Lakes Bay Region to supply back-up coverage on an as-needed basis. Duties range widely based on assignment and may include common cleaning tasks, supervision of sub-teams, as well as deep cleaning as required. Roles often included both manual cleaning and the use of various equipment/machines. Regular maintenance and upkeep of supplies, and equipment is a common aspect of the job, including troubleshooting and repair as… Show more Cross-trained for nearly all company contracts in the Great Lakes Bay Region to supply back-up coverage on an as-needed basis. Duties range widely based on assignment and may include common cleaning tasks, supervision of sub-teams, as well as deep cleaning as required. Roles often included both manual cleaning and the use of various equipment/machines. Regular maintenance and upkeep of supplies, and equipment is a common aspect of the job, including troubleshooting and repair as needed of mechanical systems.While always part of a team, the actual work generally happens without direct supervision and with little oversight. Individual success of the duties reflects directly on the proper completion of the team goals and fulfillment of customer contracted desire. Show less

This is a seasonal assignment, deployed out of doors, in all types of weather, from April until November. Worked the seasons of 2015-2018Role is highly inclusive of all things regarding planting and outdoor landscaping, a wide knowledge of horticulture with a premier focus on customer service is required daily. The tasks include direct sales, up selling, order fulfillment, logistics, merchandising, shipping/receiving, and work with both wholesale and retail customers.… Show more This is a seasonal assignment, deployed out of doors, in all types of weather, from April until November. Worked the seasons of 2015-2018Role is highly inclusive of all things regarding planting and outdoor landscaping, a wide knowledge of horticulture with a premier focus on customer service is required daily. The tasks include direct sales, up selling, order fulfillment, logistics, merchandising, shipping/receiving, and work with both wholesale and retail customers. Multi-tasking is a requirement of the job, with the ability to shift immediate focus and reorder priorities on the fly, while ensuring that all tasks are completed on a timely basis.Operation of farm equipment, including forklift operation is common, as well as, the use of hand tools and intensive manual labor. Inspection of facilities and equipment for signs of disrepair, and the performance of necessary maintenance happens on a regular basis. Preparation of soil/pots for planting, and the planting or transplanting of seeds, bulbs, and cuttings is part of the daily activity. Watering, application of fertilizer, weeding, cutting and pruning trees, shrubs, flowers and plants is all included in the overall job activity.While a member of the team, most functions are performed with little or no supervision. Construction, and de-construction, of structures and accessories such as displays, benches, fountains, and the like, happens throughout the season as needed. Show less

As a member of a team, in a fast moving environment, served as the interface between the company and customers. The job was two-pronged, being responsible for ensuring that customers’ orders are fulfilled in a timely and satisfactory manner, and acting as receiving personnel, unloading and processing new product upon arrival.

Hired to be the primary contact between the healthcare industry and a single patient. Role included, transportation, meal preparation, medical record management, insurance/financial handling, common household tasks, and medication handling/tracking/fulfillment.

• Maintained and simplified of the key online tool used by Care and Repair, encompassing approximately 1000 employees• Maintained and kept current on Microsoft Active Directory users for the online tools• Managed the trouble ticketing and error reporting systems, including the resolution of issues for the various online tools from the entire customer base• Effectively, by design, downsized the number of online tools/content in use by the employee base by approximately 50% (roughly… Show more • Maintained and simplified of the key online tool used by Care and Repair, encompassing approximately 1000 employees• Maintained and kept current on Microsoft Active Directory users for the online tools• Managed the trouble ticketing and error reporting systems, including the resolution of issues for the various online tools from the entire customer base• Effectively, by design, downsized the number of online tools/content in use by the employee base by approximately 50% (roughly 10k pages and 30 gigabytes of data removed) in the first two years of the assignment• Developed from scratch and maintained an internal standardized process format that would allow for consistent, visual and documented presentation of any given company process• Migrated and was assigned to the management of the legacy process workflows into BPMN• Became the company subject matter expert (SME) on formal BPMN rules• Developed and led a team regarding approval for XO Style as it relates to BPMN• Acted as the single point of contact between all Process Engineers and approval/publication of BPMN compliant process documents (in excess of 3000 documents)• Learned, tested, developed, designed, configured and deployed a software platform from a third party (Orbus) of a BPMN software platform to be used companywide by both Process Engineers and end users. This included the virtual (Citrix), stand-alone, and web versions of the software• Developed end-to-end training for the launch and use of the BPMN tool for the Process Engineers• Designed the templates and front-end views for both Process Engineers and end users for the BPMN tool using Microsoft Visio templates and stencils Show less

• Worked without supervision to aid all groups in finding the most efficient manner to deliver services• Fully reviewed end-to-end handling and processes between Care (front-end) and Repair (back-end resolution), documenting and making recommendations for enhancements.• Ran programs to deploy corporate objectives utilizing a multifaceted, cross-functional team approach• Documented and reported on business objectives and milestones• Traveled to remote corporate facilities and… Show more • Worked without supervision to aid all groups in finding the most efficient manner to deliver services• Fully reviewed end-to-end handling and processes between Care (front-end) and Repair (back-end resolution), documenting and making recommendations for enhancements.• Ran programs to deploy corporate objectives utilizing a multifaceted, cross-functional team approach• Documented and reported on business objectives and milestones• Traveled to remote corporate facilities and provided face-to-face observational reviews of daily work in order to find and provide replication of best practices across the enterprise Show less

• Assigned to revive the training legacy in the division after a number of years without assigned training personnel• Responsible for Quality Assurance in the Customer Care unit for the division, including forms, calibration meetings, reporting and on-going follow up• Responsible for deployment and maintenance for call recording, hardware, software and processes• Responsible for online/intranet tool development and maintenance• Redesigned and re-launched documentation based on… Show more • Assigned to revive the training legacy in the division after a number of years without assigned training personnel• Responsible for Quality Assurance in the Customer Care unit for the division, including forms, calibration meetings, reporting and on-going follow up• Responsible for deployment and maintenance for call recording, hardware, software and processes• Responsible for online/intranet tool development and maintenance• Redesigned and re-launched documentation based on the current format of the Care unit• Provided a stabilized training program for the unit, including the physical training environment and equipment• Developed online, self-paced training courseware when possible• Produced over 3000 student learning hours in the first 9 months on assignment• Provided support to peers in XO University, Care Technology Services and Network Services Training divisions• Provided support to partner units in the company no matter what the unit as personal history/knowledge allowed the ability to draw upon years of experience with the company and with nearly every system and technology used internally• Worked directly with engineers and with program management teams for new product launches and to designed collateral and live training for the same• Constantly involved in finding ways to update job aids and other tools to best serve the assigned audience• Involved with deployment of sales related training for all employees in the unit• Coordinated events for visiting trainers on site, including all facets of the event and schedule• Coordinated training delivered to remote unit employees in San Jose, CA and Sandy, UT as required• Coordinated training delivered to external vendors and partners, either with travel or via remote methods Show less

• Re-launched the Concentric brand. Including all planning, design, deployment company wide. Produced and shipped the collateral material and coordinated nationally• Oversight of the entire Care Operation in Saginaw, MI for the Concentric unit. At peak, including 80 employees holding various roles—inbound telephone agents, inbound e-mail support agents, trouble ticket management, product management, training, supervisors, lead care representatives, billing agents and account change… Show more • Re-launched the Concentric brand. Including all planning, design, deployment company wide. Produced and shipped the collateral material and coordinated nationally• Oversight of the entire Care Operation in Saginaw, MI for the Concentric unit. At peak, including 80 employees holding various roles—inbound telephone agents, inbound e-mail support agents, trouble ticket management, product management, training, supervisors, lead care representatives, billing agents and account change responsibilities (a mix of salaried/hourly and full-time/contract employees)• Interfaced with HR on all hiring, employee tracking and needed discipline including discharges• Communicated directly with the WorkForce Management division to design schedules to maintain grade of service targets in a 24x7x365 contact center• Responsible for all employee communications from management• Managed payroll in excess of 3.2M, exclusive of merit increases and bonus payouts• Set team goals and drove individual goals/objectives thru the organization• Wrote annual performance reviews, meeting with direct reports to maintain progress/focus on successful completion of goals• Managed multiple projects in unison while maintaining the corporate focus and delivering on time• Completed weekly key performance indicator reports for presentation to upper management• On call 24x7x365 to handle customer escalations or any issues within the contact center• Migrated to a ‘help pay your way’ unit which resulted in over 750k in bottom line revenue generated directly from the Customer Care contacts• Launched a Professional Services division providing IT services to customers at a rate per/hr--producing approximately 4k dollars/agent monthly, in bottom line revenue--money which was previous sent to other vendors• Maintained target metrics in average handle time, average talk time, overall grade of service on multiple inbound toll-free numbers and e-mail pools (peek volume = 5k calls + 1k inbound e-mail/week) Show less

• One of 5 team members nationally with identical titles assigned to move concepts, systems, products and processes into the five disparate domestic Customer Care centers in order to provide consistency to all employees• Acted as a single point of contact for all changes and/or updates to the Customer Care division in the Saginaw location for 300 local employees• Assigned to manage projects which impacted Customer Care on a national scale and coordinate with peers to deploy within the… Show more • One of 5 team members nationally with identical titles assigned to move concepts, systems, products and processes into the five disparate domestic Customer Care centers in order to provide consistency to all employees• Acted as a single point of contact for all changes and/or updates to the Customer Care division in the Saginaw location for 300 local employees• Assigned to manage projects which impacted Customer Care on a national scale and coordinate with peers to deploy within the other 4 specific centers• Assigned to travel to newly acquired centers, then design and deploy training to bring all agents/employees into similar processes regarding customer contacts. This required investigation, assessment and course design that was specific to the receiving team and management sets• Managed multiple projects in a layered fashion, modifying deliverables as required• Acted as point of contact for high-level customer escalations on a 24x7x365 basis. Providing background, research, recommendations and customer contacts as required Show less

• Managed a team of Technical Trainers assigned to present training both local and remote, via both travel and web presentation methods• Responsible for payroll, scheduling, quality assurance of content and presentation for all of the Technical Trainers• Responsible for writing of yearly performance reviews, setting of individual and team goals, assessment and recommendation for merit pay increases and bonus plan payout for all Technical Trainers• Responsible for employee… Show more • Managed a team of Technical Trainers assigned to present training both local and remote, via both travel and web presentation methods• Responsible for payroll, scheduling, quality assurance of content and presentation for all of the Technical Trainers• Responsible for writing of yearly performance reviews, setting of individual and team goals, assessment and recommendation for merit pay increases and bonus plan payout for all Technical Trainers• Responsible for employee assessment, documentation and any needed discipline for salaried employees assigned as Technical Trainers• Designed a method to report on training effectiveness in a quantitative manner• Responsible for coordinating the overall training needs both on site and pressure from units requiring technology services remotely• Assigned to move all data technology training under one format and banner• Managed team that delivered content to new employees and ongoing updates to products and processes with a national audience of over 700 persons• Deployed and maintained 4 classrooms with seating for 52 students, including all of the associated technology required to be on hand for any given training or learning event Show less

• Assigned to train in a remote location due to overflow in the current facility, including the facility management of said office space• Remodeled and custom designed a training facility in an empty space for 20 students with full presentation platforms in place. This included dry wall, painting and logo appliqué to the walls, wiring and full system deployment• Rewrote existing training material and produced additional documentation to comply with new facility and security protocols… Show more • Assigned to train in a remote location due to overflow in the current facility, including the facility management of said office space• Remodeled and custom designed a training facility in an empty space for 20 students with full presentation platforms in place. This included dry wall, painting and logo appliqué to the walls, wiring and full system deployment• Rewrote existing training material and produced additional documentation to comply with new facility and security protocols of the remote location• Design of remote training site, in turn, drove the concept and specifications for the 4 training rooms and 9 conference rooms in the newly built facility for the local office• Graphically designed and deployed the Care Technology Services logo and theme Show less

• Managed a project to push standardization of the XO University (XOU) theme and branding into all product sets under the XOU banner• Worked with team members on a national basis to update and streamline use of documents, version control, and copyright enforcement• Co-staffed presentations over the Internet with other team members in a ‘talk-radio’ format in order to cut travel costs and deliver the same 'classroom' quality content to a dispersed group of employees. This included… Show more • Managed a project to push standardization of the XO University (XOU) theme and branding into all product sets under the XOU banner• Worked with team members on a national basis to update and streamline use of documents, version control, and copyright enforcement• Co-staffed presentations over the Internet with other team members in a ‘talk-radio’ format in order to cut travel costs and deliver the same 'classroom' quality content to a dispersed group of employees. This included details of the various ‘accounts’ used as examples and mock commercial presentations which enhanced the remote learning process• Wrote and edited material for presentation by any number of other Learning Delivery Specialists on a national basis• Worked in tandem with engineers and systems designers to align design with accepted processes Show less

• Reported directly to the CEO on a project to prove that employees hired to support voice/facility based customers could be successfully cross-trained to support data customers (specifically high speed Internet users)• Produced, developed, wrote, edited, published, printed and traveled to present a full end-to-end 14 day (80 hour) course on high speed Internet access• Produced, designed, developed and published all handouts and job aids used in courses assigned• Courseware was… Show more • Reported directly to the CEO on a project to prove that employees hired to support voice/facility based customers could be successfully cross-trained to support data customers (specifically high speed Internet users)• Produced, developed, wrote, edited, published, printed and traveled to present a full end-to-end 14 day (80 hour) course on high speed Internet access• Produced, designed, developed and published all handouts and job aids used in courses assigned• Courseware was designed to bring anyone, including someone who had no computer experience, to the point of fully supporting a customer with high speed Internet connectivity. Even if the trainee had never touched a high speed line• Traveled extensively across the United States to all Customer Care locations to present the high speed Internet access course. Commonly shipping the demonstration equipment from one site to the next without first routing to home base• Upon return to a location, solely provided secondary training for follow up to/of original content for existing agents• Updated, maintained and republished the high speed Internet access textbook on a monthly basis as the technology and the company offerings changed• Designed, deployed and maintained an online documentation which allowed all employees nationally to have identical information via the company intranet at the point of contact with the customer. Updates to this tool were made in real, or near real, time with full feedback loops developed from the front line employees to the developers• Utilized various manners of presentation in order to match learning styles. This included, but was not limited to, hands-on hardware, PowerPoint, handouts, flip charts, textbooks, flow charts, puppets, custom designed white board magnets and demonstration props• Trained two additional peers to present the high speed Internet content, thus replicating the knowledge to others• Participated in the development and branding changes to XO University Show less

• Developed and standardized training documentation for presentation by any/all personnel as needed, thus replicating the role of trainer to others while ensuring a consistent delivery• Converted, as a member of the team, all previous documentation to match the new standards• Maintained, as part of a 5 person team, all of the various documentation used by the Customer Support division for training purposes. The Internet industry moves fast and is volatile, therefore constant updates… Show more • Developed and standardized training documentation for presentation by any/all personnel as needed, thus replicating the role of trainer to others while ensuring a consistent delivery• Converted, as a member of the team, all previous documentation to match the new standards• Maintained, as part of a 5 person team, all of the various documentation used by the Customer Support division for training purposes. The Internet industry moves fast and is volatile, therefore constant updates and edits were required to all documents to stay competitive• Supported and designed content for the Human Resources department for entry level training material for all employees• Aided in the development and cross platform deployment of the Concentric University brand (later converted to Nextlink University)• Tasked with the development of all documentation, training presentation and job aids for new products which deployed monthly• Developed all quizzes, assessments, home work assignments, practicals, and written testing for courses assigned, including the scoring, proofing and evaluation follow-up• Developed and maintained a long term process that checked, tested, refurbished, recycled and reordered headset and amplifier equipment used company wide—resultant was a savings to the enterprise in excess of 10K per quarter for the first 3 years of deployment• Personally wrote chapters/modules that were cross functional to other trainers for use in their assigned courses. Over 1000 pages of text were written and then offered to the other team members for use in a wide variety of text books as needed• Wrote and published 6 textbooks, utilizing Adobe FrameMaker, expressly for internal use by Concentric University (and converted to Nextlink University)• Traveled as required, custom writing and presenting courseware to various partners or vendors across the United States Show less

Promotion/Title Change.See details for Technical Trainer III, position held from September 2000-November 2000

See details for Technical Trainer III, position held from September 2000-November 2000

• Managed a project to move (and/or eliminate) all hard copy notebooks and paper documentation to an online tool—this concept and format was maintained until post 2014 and deployed in 28 different, yet similar, tools that were use across the enterprise, with a full team to support the same• Developed a single solution to information sharing that could be updated and maintained in near real time• Surveyed, worked with focus groups, and custom designed tools for use by all employees… Show more • Managed a project to move (and/or eliminate) all hard copy notebooks and paper documentation to an online tool—this concept and format was maintained until post 2014 and deployed in 28 different, yet similar, tools that were use across the enterprise, with a full team to support the same• Developed a single solution to information sharing that could be updated and maintained in near real time• Surveyed, worked with focus groups, and custom designed tools for use by all employees across the company• Deployed, and designed, as part of a 2 person team, an initial entry level 4 week training course for all employees of the company, no matter what unit they were eventually assigned• Designed and deployed a classroom environment which allowed for new employees to experience the various customer platforms in use as well as take first customer contacts in the classroom environment• Maintained, from an IT support level a classroom of 24 seats, including regular processes to ensure 100% function at any given time• Developed and presented the first external training for the company, setting precedent used for 10+ additional years• Actively presented material on Internet technologies, including LAN, WAN, Dial-Up, email, file transfer all in the pattern of both text interfaces and graphical user interface environments (both of which were in play at the time)• Designed, wrote, edited, published and presented all of my own in-house developed material as at the time the company was ahead of the publically available textbooks on the market Show less

• Received intensive hands-on training of 4 weeks on the topics of Bulletin Board Services (BBS), Dial-Up technology, modems, Macintosh and PC Operating Systems (OS), dialers, custom software, browsers, e-mail clients, online gaming portals, and extensive trouble shooting technologies as it related to the early Internet• Handled live customer contacts via telephone for billing, account management and troubleshooting with approximately 6000 customers prior to promotion• Developed… Show more • Received intensive hands-on training of 4 weeks on the topics of Bulletin Board Services (BBS), Dial-Up technology, modems, Macintosh and PC Operating Systems (OS), dialers, custom software, browsers, e-mail clients, online gaming portals, and extensive trouble shooting technologies as it related to the early Internet• Handled live customer contacts via telephone for billing, account management and troubleshooting with approximately 6000 customers prior to promotion• Developed detailed desktop level materials for use of the daily job duties and made the same available to all my co-workers• Worked as a team both on my shift, and as a whole, to bring the telephone queues into control and provide the highest level of customer service available at the time• Reported the need for, and helped develop, a number of job aids that were used by the Trainers to present content to new employees that in-turn streamlined the job tasks and maximized the speed of learning curve Show less