Steven Fleming Email & Phone Number

Lead Global Enablement Activities that drive to desired company outcomes and Sales Priorities.Work Globally with key Sales Stakeholders at all levels of the organisation to identify gaps, conduct needs analysis and design enablement charters to address needs of the business.Partner with Shared Services teams to design , and deliver enablement content across a variety of modalities Such as Live Instructor-led Training (ILT) · Online Training (eLearning) · Webinar or Virtual Training.Contribute to the overall program definition and execution of the annual Global Sales Kickoff.

Responsible for managing the onboarding and ongoing development of the EMEA Renewal Sales team.

Dublin, Leinster, Ireland

Responsible for managing the onboarding program for new hires into the EMEA Renewals Sales team.

Responsible for the management of the day to day operations of the Dublin based training team. This included identifying both high performing and underperforming team members and developing them to achieve their goals and progress their career.Key Achievements• Devised the training strategy for customer services channels. This included collaborating with the Malta based training team to ensure synergies were achieved. • Created and implemented the training programme for customer services channels. This included redesigning training material and utilising a blended learning approach to training. • Planned and oversaw the rollout of training to over 300 employees on new admin and contact management systems in 2018. This consisted of creating all training plans, schedules and contingency plans in the event of delays. • Collaborated with key stakeholders to identify training needs of their teams and implement training plans. This included working closely with the Workforce Optimisation team to agree on training requirements and schedules to best achieve SLA.• Analysed and evaluated the progress of all training groups to ensure continuous improvement of training programmes. Using this analysis to provide detailed reports which were regularly presented to management. • Managed the merger of two training teams, consisting of eight team members located across different locations, into one centralised team. • Designed, delivered and implemented a career framework for team members, outlining clear and transparent career development and progression paths. • Carried out performance management of training team members, including outlining of KPI’s, goal setting and holding of regular 1-2-1 meetings to discuss performance.

Supported key stakeholders with the delivery of training for all new and existing members of staff. Key Achievements• Delivered induction training for customer services channels, focussing on delivering a best in class customer experience. • Recorded and tracked all training sessions to ensure requirements were fulfilled. • Reviewed customer contacts for customer services staff and provided feedback on these.• Designed and created a training and development submission for the CCMA awards for which the team were highly commended.• Participated in the working group which introduced our gamification programme, Power Up, to customer services. This was later adopted and implemented in the Malta office. • Assisted in the hiring of new customer services employees by reviewing applications and holding face to face interviews with candidates.

Responsibilities:• Act as a 2nd level point of contact for Customer Support Specialists.• Liaise with the various business channels in the resolution of customer queries.• Identify and raise support requests in the event of customer technical issues.• Monitor queues to manage resources to best achieve SLA.• Track and record customer issues in line with reporting requirements.• Handle customer escalations and complaints over call, chat, email and social media.• Achieve Escalation management team targets in relation to contact quality.• Co-ordinate the completion of key admin tasks by the CSS.