Customer Service Project Manager

MICHAEL HARVEY

Local: West Palm Beach, FL

Email: *******@*************.**

Phone: 561-***-****[pic]

CORPORATE TRAINER

Expert in designing, developing and delivering classroom training in both a

corporate setting and on-location. Excellent presentation, oral and written

communication skills. A success driven, take-charge leader motivated by new

undertakings and opportunities for growth.

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QUALIFICATIONS [pic]

Instructional Designing

. Designed 80 hour curriculums, presentations and training manuals for 4

different franchise brands.

. Created training on topics including customer service, sales

techniques, marketing, software programs, project management,

corporate compliance, production and running a small business.

. Administered and modified training materials in a number of different

software programs, including: MS Office and Adobe Creative Suite,

various audio and video programs.

Instructor-Led Training

. Taught in a classroom setting at a corporate office and on-location

for 42 weeks a year.

. Developed and mentored a staff of three trainers through Train-the-

Trainer workshop intensives.

Needs Analysis

. Improved customer service scores 20% by performing needs assessments

and supplemental field training for a national support staff of over

40 people.

. Instructed new hire support trainees during their first 2 weeks of

employment.

On-The-Job Training

. Created and trained an international certification course that

generated over $300K in gross revenue.

. Traveled to various franchise locations throughout the US to instruct

on-the-job training and certification classes.

eLearning and Multimedia Training

. Reduced Training Department travel expenses 50% by implementing new

methods of delivering education to field reps, corporate staff and

customers.

. Scripted, filmed and edited various course formats, such as: video

training, audio podcasts, LMS testing and weekly webinars

(GoToMeeting, Skype and WebEx).

. Authored monthly educational articles for the quarterly news magazine

and monthly e-newsletters.

Company Spokesperson

. Became the international face and spokes model for SIGNARAMA's

expansion into digital signage.

. Presented key note topics and was the Master of Ceremonies for 1500

attendees at the UFG World Expo in Orlando, FL and the Austral-Asian

Expo in Melbourne, Australia.

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EXPERIENCE [pic]

United Franchise Group - West Palm Beach, FL

10/06 - 04/09

Senior Training Instructor

Taught franchisees from around the world how to own and operate one of

four different international franchise brands, including: SIGNARAMA,

EmbroidMe, FranchiseMart and Plan Ahead Events. Supported the training

needs of field reps, corporate staff and clients.

Harvey Signs, Inc. - Methuen, MA

10/04 - 10/06

Project Manager

Performed sales meetings, site surveys, design work, shop drawings, job

estimates, code compliance and building permit applications. Oversaw

daily operations, sales and marketing efforts. Hired, trained and

managed a staff of seven employees.

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CERTIFICATIONS & TRAINING WORKSHOPS[pic]

Rockwell Training Dynamic Speaking, Speaker Certification

Training Magazine Public Speaking, Trainer Certification

Franklin Covey Time Management

United Franchise Group Entrepreneur School, Pacesetter, Project Management

Lynda.com Training Adobe Photoshop, Illustrator, Dreamweaver, Captivate

7, Premiere

State of Florida Mortgage Broker License

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EDUCATION

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Merrimack College North Andover, MA Civil Engineering

Central Catholic High School Lawrence, MA High School Diploma

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TECHNICAL SKILLS

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eLearning Software LMS, Captivate, Presenter, GoToMeeting, Skype, WebEx

Office Software Word, Outlook, PowerPoint, Excel, MindManager

Design Software Photoshop, Illustrator, Camera Raw, FlexiSIGN

Web Design Software Dreamweaver

Audio/Video Software Audacity, Premiere, Encore

Operating Systems Windows 98-v7, Linux (Ubuntu 9-10)

Contact this candidate