CAREER SUMMARY

¨ 20+ years experience improving individual and organizational performance. Proven ability to develop and implement high-impact solutions that get results.

¨ Business owner for 20 years (The Communication Connection), consulting with clients like CARE, Coca-Cola, Georgia Power, Inacom, National Arthritis Foundation, Provident Life Insurance, SunTrust Bank, UPS.

¨ Wrote a hard-hitting book on improving customer satisfaction, How to Provide Excellent Service in Any Organization.

¨ Planned and coordinated numerous meetings and conferences for up to 600 people.

¨ Training manager for a national drug store company (Thrift Drug Company) with over 300 stores.

¨ Training manager for an international wine company (The Wine Spectrum).

¨ Trained over 10,000 people on both job skills and interpersonal skills (communication, management/supervision, teamwork).

¨ Trained over 500 trainers around the world.

JEFF’S EXPERTISE

Jeff has been helping organizations improve their service and performance for over 25 years. Although he sometimes wears several hats (who doesn’t in business today?), he’s best known for his ability as an instructional designer. Frequently, his assignment is to get concepts, information, skills, or expertise from the people who have these to the people who need them. He’s especially good at working closely with subject-matter experts to document methods and procedures and to make complex procedures and processes easy to understand. Then he finds interesting, effective, fun ways to help people learn these.

Of course, the focus is always on improving performance and productivity on the job to meet real business needs. That means Jeff looks at more than just training solutions and often advises clients on nontraining issues that affect people’s performance and productivity. Frequently, this involves helping clients define or revise what they want people to do and how to do it. Then, he writes or updates their operations manuals.

Jeff uses a systematic process and proven methods that work in the beverage industry, financial services, health care, publishing, manufacturing, hospitality, transportation, telecommunications, utilities, and other industries. His broad experience can be valuable to you.

He’s also an experienced presenter and trainer. He has presented at ASTD, ICSA, SHRM, ASAE, and other national and regional conferences in the US and overseas. His experience as a presenter is invaluable when designing training for clients because he knows what works and what doesn’t, and he can create programs for both seasoned veterans and inexperienced trainers.

EXAMPLES OF CLIENT ENGAGEMENTS

¨ Developed an instructional design process for use by all curriculum designers at Southern Company College.

¨ Designed an entire curriculum for support staff at Provident Life.

¨ Documented procedures and developed training on information security procedures for 2,000 SunTrust Bank Site Owners (employees responsible for information security).

¨ Designed all telecommunications training for the 1996 Olympic Games in Atlanta.

¨ Created numerous operations manuals and training programs for Coca-Cola bottlers around the world.

¨ Developed manuals and hands-on training on machine set-up and operation in flour mills (Peavey), food processing plants (Del Monte), and industrial machinery manufacturers (Koehring Industries, Taylor Industries).

¨ Researched and produced manuals and materials to teach corporate property accounting methods and procedures at Georgia Power.

¨ Designed a comprehensive 10-session curriculum on cross-selling skills for member service reps (MSRs) in Credit Unions across the US and Canada. Program designed to be led by inexperienced presenters (their branch managers).

¨ Documented operations and designed training on order-entry, vehicle routing, warehousing, and insurance reimbursements for Glasrock Home Health Care and trained their trainers (store managers) how to conduct the programs.

¨ Documented methods and procedures to develop quality assurance programs for Brownberry Ovens.

WHAT JEFF CAN BRING TO YOUR ORGANIZATION

¨ Ability to do critical analysis of methods, operations, and procedures

¨ Ability to quickly grasp and synthesize information and then organize it in logical, coherent ways

¨ Excellent written and verbal communication skills

¨ Ability to innovate and initiate

¨ Excellent interpersonal skills

EDUCATION

¨ BA, Liberal Arts, Penn State University

¨ MS, Education, Southern Illinois University

PROFESSIONAL AFFILIATIONS & CERTIFICATIONS

¨ Certified Professional Management Consultant (CPCM)

¨ Certified Professional Development Trainer (CPDT), an independent certification that recognizes mastery of adult learning principles and training methods

¨ Member, Executive Advisory Board, National Bureau of Professional Management Consultants

¨ Member, International Association for Performance Improvement (ISPI)