Customer Experience Project Manager
Resume:
Michael Harves
Senior Training & Development Leader
Lumberton, TX 77657 • 409-***-****
**********@*********.***
www.linkedin.com/in/mike-harves-b4b30656
PROFILE
Highly accomplished, dynamic
business leader with an extensive
track record of success taking the
workforce, operational, and
customer experience capabilities of
top companies to new levels of
performance. Adept at partnering
with internal and external
stakeholders to foster synergy and
build unified approaches to achieve
shared business objectives. Able to
leverage best practices and
technologies to develop training and
development solutions in response
to corporate challenges of all
complexities and yield tremendous
performance improvements and cost
savings. Excel at building, training,
and optimizing the performance of
teams of all sizes that exceed client
and organizational expectations.
Focused on creating cultures that
promote professional development,
accountability, a customer-centric
focus, and teamwork as keys to
achieving sustained excellence.
CORE STRENGTHS
• Senior-Level Leadership
• Program & Project Management
• Strategic Planning & Analysis
• Learning Management
• Differentiated Learning
• Learning Management Systems
• Total Quality Management
• Organizational Development
• Change Management
• Continuous Improvement
• SOP Design & Management
• Vendor & Contract Management
• Strategic Partnerships
• HR Operations Optimization
• Team Building & Leadership
• Staff Training & Development
• Performance Management
• Cross-Functional Collaboration
• Creative Problem-Solving
PROFESSIONAL EXPERIENCE
TELEPERFORMANCE USA 2018 – June 2022
Senior Manager Training & Development
Managed customer experience management for a top BPO provider in the United States, spearheaded training and development initiatives to dramatically enhance the customer experience capabilities across Sprint/T-Mobile call centers in the US and abroad. Project managed all phases of initiatives, including key pilot programs, from initial concept/roadmap design through to rollout/evaluation.
• Optimized the performance of a nine-member team of direct reports managing operations and training for personnel across nine call centers.
• Oversaw the onboarding, training, and performance of 7,740 new agents in 2021 alone, enabling each to meet business goals and KPIs.
Worked hand-in-hand with recruiting teams to raise the bar for agent hiring standards and emphasized employee retention, resulting in new hire attrition being reduced by over 14%.
• Reimagined learning approaches in partnership with Operations and Quality teams to promote best practices/behaviors vs. metrics, resulting in a 13.21% boost in Net Promoter Scores (NPS) by the end of year one.
• Orchestrated training programs for the launch of three new call centers as a key leader on different cross-functional teams.
Relied upon by the C-suite team to present regular updates and recommendations for changes across each project.
• Created a trainer playbook that allowed trainer’s to track agents from pre-live to new hire graduation, as well as nesting performance. SPRINT/T-MOBILE 2003 – 2018
Program Project Manager II
Acted as a strategic leader assuming full ownership of operations and training programs across 20-22 vendor partner sites, directly overseeing 22+ Training Managers and 93+ Facilitators, supporting on average 7,900 agents monthly.
• Succeeded in onboarding and developing 17K+ agents that met or exceeded performance metrics during first 120 days after completing New Hire Training programs.
• Architected a new professional development approach, resulting in the bottom 10% of agents in terms of NPS meeting or exceeding quality and customer experience targets.
• Designed and managed a new performance tracking solution enabling Sprint University Vendor Performance Support teams, operations leaders, and others to track the performance of 27K+ new hires across all vendors far more effectively each year.
• Project managed the end-to-end training buildout/launch of 13 call centers across the globe.
• Evaluated Level 3 and higher instructors and leveraged insights to guide vendor partners to improve instructor development and performance. IBM 2002 – 2003
Program/Project Manager Learning Services
Embraced the challenge of being a change agent raising the level of performance across vendor customer service call centers.
P a g e 2 2
• Fostered strong relationships with vendors to design and establish a unified vision for delivering world class customer experiences.
• Led high-value, continuous improvement initiatives resulting in major increases in performance and customer satisfaction, as well as major cost savings for partners.
• Served as the Program Manager/Project Manager in Learning Services offerings at sites, including launching and managing training programs for 3K+ agents for Sprint’s largest IBM on and offshore call centers. SPHERION 2001 – 2002
Manager of Training & Development
Directly responsible for the Call Center Training & Development strategy and programs as a key leader within the Training organization. Oversaw a team of nine Trainers and nine Training Assistants executing all operations.
• Executed trainings for 200+ specialists each month on average, in addition to directing learning lab efforts critical in ensuring agents met or exceeded client KPIs past the first 120 days.
• Designated as the Project Manager for client change management initiatives, vendor relationships, quality management, and other key areas.
• Established a new Performance Evaluation matrix used for all evaluating all Training & Development staff.
• Instituted changes to significantly increase new hire efficiency, leading to new hire agent’s module assessment performance jumping from an unacceptable 79% to over 94% on average.
• More than halved training attrition in just one year, lowering it from 27% to just under 12%. EDUCATION
Undergraduate Coursework in Business Administration/Commercial Art Southwestern Oklahoma State University
Associate of Arts in Graphic Design
ATI Graphic Art Institute
PROFESSIONAL DEVELOPMENT
Kepner Trego Project Management Training
Certified Professional in Learning and Performance (CPLP) Certification, Oklahoma University Triple C Certification (Coaching and employee development) Partial Certification in Certified Associate Project Management (CAPM), Project Management Institute (PMI)) Certification in Human Performance Technology (HPT) Skillsets Certified Six Sigma White & Yellow Belt
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