Stuart Beame Email & Phone Number

Atlanta, Georgia, Us

Toronto, Ontario, Ca

Led multifunctional teams in 9 countries, including operations Training, Transition / Nesting, SME, Instructional Design, and Talent Development, driving significant improvement in CSAT scores and Employee Retention for Fortune 500 clients.

Orchestrated strategic partnerships with Operations, Talent Acquisition, Workforce Management, and Learning & Development teams to introduce technology-driven learning materials, enhancing user adoption rates and improving overall knowledge retention among employees.

Dania Beach, Fl, Us

Created the On-site and Remote Training Strategy, Training Content & Design, and Training Delivery to equip Internal Contact Centers and 9 BPO Partners at 11 global sites with the confidence to deliver Best-in-Class customer experience and generate above target sales.

Denver, Co, Us

Drove enterprise-wide call center strategic learning initiatives and strategic projects while managing training operations to support 37 Countries at 10 Contact Centers, including planning, budgeting, communications, and administration.

Irvine, Ca, Us

Under the sponsorship of the Chief Legal Officer, managed a cross-functional compliance team at Office Depot, overseeing all business activities to ensure compliance with international government regulations and standards.

Dearborn, Michigan, Us

Directed a staff of 60 managers, trainers, Six Sigma Black Belts, and Quality Assurance Analysts supporting 1,300 US and international agents, fostering a culture of collaboration and excellence. Led the Training and QA efforts for Customer Success and Dealer Support in North America and the Middle East, ensuring alignment with goals and standards.

Charlotte, Nc, Us

Led the initiative to develop and consolidate Revenue Cycle patient intake processes across 14 hospitals and medical centers, utilizing the Epic EMR platform. Oversaw the direction and coordination of activities for 30 Managers, Trainers, Instructional Designers, and Quality Assurance Specialists.

Charlotte, North Carolina, Us

Managed and directed all aspects of call center operations for one of the top community college’s in the nation• Created award-winning customer experience call center that managed inquiries related to admissions, registration, financial aid, and web site navigation• Developed new procedures and a central knowledgebase, to efficiently address student inquires and exceed Key Performance Indicators• Increased occupancy 60% by hiring, training, and monitoring 25 agents, which decreased call abandonment by 20%• Finalist: “Call Center Leader of the Year” 2010-2011 by IQPC. This was the first leader recognition for a higher education institution

Directed 20 Training and Quality Assurance resources and corresponding budget of $1MM+ in a 1,000 agent call center, supporting 8 electric and gas utility clients• Redesigned Quality Assurance programs that exceed SLA and KPI’s of client requirements• Instituted a Leadership Development Program for management and rising talent

Oversaw from inception the creation and management of 5 domestic and international call centers for one of the largest DirecTV retailers• Coordinated activities of 500 international agents via team of 3 Directors and 6 Managers• Grew annual sales revenue from $50,000 to $50MM in one year• Negotiated a $6MM strategic partnership with KGiSL in Bangalore, India to open and operate a 200 agent sales center

Irvine, Ca, Us

Managed 11 Quality Assurance teams of 3,000 agents across 22 call centers supporting a successful Census 2000 Project where program was recognized and replicated as the model for the 2010 Census Project• Project Leader for $750M+ merger with USA Networks that brought 6 new US and international sites online• Managed the development and training of 3,000 quality assurance agents at 22 sites over 60 days• Managed Alorica Training and QA departments responsible for DirecTV, FedEx, Orbitz.com• Coordinated 45 Trainers, Instructional Designers and 80 Quality Assurance agents across multiple locations

Dallas, Tx, Us

Served as a TQM team lead and instructional designer for enterprise-wide improvement initiatives• Created cross functional teams that reduced cycle times and provided $7 million cost reduction over a 2 year period• Delivered training to over 400 employees

Bachelor Of Arts (B.A.), Human Resources Management And Services

Associate Of Arts (A.A.), Business Administration And Management, General