Preston Wells Email and Phone Number

I lead five dynamic teams dedicated to creating impactful learning and performance support content for over 12,000 team members across 10+ diverse lines of business within the Customer Operations organization. My teams include skilled instructional designers, L&D writers (specializing in performance support and knowledge management), and adept project managers.

In this role, I led a team consisting of managers, instructional designers, knowledge management writers, and a project manager to execute the learning and knowledge management needs for Spectrum Business Customer Service. Our focus was enhancing the customer experience through increasing representative performance. Key Accomplishments:-Deployed content to support product launches, tool enhancements and process changes-Refreshed the learning experience for SMB Billing Customer Service new hire training, revamped the Business Internet Technical Support new hire training, and built a Business Voice Technical Support upskilling-Launched an innovative badging program which assessed call center representatives abilities and served up specific training content based on their individual performanceOutside of supporting my team, I worked with other L&D leaders to provide strategic professional development opportunities for the greater L&D organization. We created or brought training to our L&D organization for items such as focusing on the end user experience, aligning with modern learning practices, or how to identify and manage unconscious bias.

In this role, I led a team which created two, end to end new hire programs for Spectrum Business while overseeing learning deliverables related to regular process improvements, product enhancements and recursive training. The scope was large, the timeline was short, and the resources were less than we needed, but I am proud of the teams ability to deliver a completed product on time which met the targeted goals.

I led the training team's execution of new hire and initiative training, but I was most proud of the improvements we made around interviewing, candidate selection, and increasing employee engagement through professional development.

I was fortunate to work in an environment which we pushed the boundaries of traditional learning development practices. I led the creation of an end to end customer service new hire training program which was primarily self guided using eLearning simulations. I created a field sales new hire training program which increased sales productivity by 20%. We implemented forward thinking gamification methodologies.

I loved this role as I was able to walk into an organization with no training structure or content, learn the roles, work through the ambiguity, and create training programs which supported 4 different audiences.