Wayne Steele Email & Phone Number

New York, United States

• Deliver new-hire onboarding and ongoing training, in the form of “Train-the-Trainer” or direct to staff for Care and Retention Frontline agent and Leadership roles.
• Organize and assist in the design of training, and ongoing initiatives which lead to improved speed to proficiency.
• Develop mastery level knowledge in all products, services, order entry and contact center/retention tools, policies, procedures and best practices.
• Utilize various instructional techniques and formats such as e-learning, simulations, team activities, group discussion, role-playing, videos and lectures along with leading the training initiatives and special projects.
• Measure compliance to established training curriculum through methods such as in person observations, audits, metrics, testing, and focus groups.
• Work in partnership with Readiness on needed training and programs for all new product launches and process enhancements/redesigns.

New York, New York

• Developed, implemented and managed training and learning initiatives that align with business goals and talent strategies.
• Continually met all training & compliance requirements for new hire onboarding and over 130+ existing client facing agents.
• Designed, developed and managed individual training programs, documentation, equipment and delivery methods that effectively met the needs of the business.
• Managed, directed, organized and executed engaging live training sessions.
• Performed needs assessments, analyzed areas of opportunity for training and development to address, business, cultural and technology needs.
• Monitored and evaluated training programs effectiveness and success periodically and report findings to management.

Newark, NJ

• Developed, designed & delivered training programs for customer care operations worldwide.
• Captured best practices on intranet and communicated changes to global training teams.
• Designed & conducted train-the-trainer sessions for teams in Jamaica, Costa Rica & the Philippines.
• Point of contact & knowledge expert for inquiries concerning launched training initiatives.
• Analyzed phone calls and live chat to evaluate how training had impacted performance.
• Tracked data and results to deliver reports to the business owners.

Melville NY

• Reviewed & re-engineered quality assurance call monitoring to emphasize soft skills.
• Pioneered & conducted coaching for support agents to disclose areas of improvement.
• Designed and implemented training to address departmental needs and executive initiatives.
• Assembled for management review all reporting & support data for inclusion into the monthly incentive program.

Richmond Hill, New York

• Successfully pioneered & implemented customer care training and quality procedures
• Implemented best practice procedures gleaned from call analysis.
• Optimized efficiencies using metrics of incoming calls answered, calls abandoned, hold & talk times.
• Conducted performance reviews, addressed developmental needs and designed personal action plans.
• Managed call center staffing and scheduling based on seasonality and marketing outreach.

Plainview, New York

• Designed & implemented communication trainings to address the deficiencies in communication skill.
• Designed & implemented retention training to reduce the number of cancelled super savers (auto-ships) introducing a new flowchart to guide team members through the steps of the most common objections.
• Combined the new quality assurance, communication, and retention requirements with new performance values to create a new, 50-point reward & recognition program featuring prizes and trophies each month.
• Worked closely with management to re-examine the Super Saver (auto-ship) cancellation data and reworked the scripting to give consumers two tiers of preferred options to stay with the program, resulting in retention.
• Designed knowledge sessions combined with influence techniques to deepen understanding of key product lines and how to sell them.

• Conducted troubleshooting and resolved all hardware and software issues across all stores.
• Solicited systems feedback from stores and rolled information up to appropriate managers.
• Became the first Procedural Store Support Representative to help switch store systems nationwide from UNIX to Windows based software.
• Received an award in recognition of the software roll out to over 900+ stores

L&D Specialist, Human Resources

Comprehensive Secondary Education, O Levels & C.S.E Examinations

Activities and Societies: Track & Field, Basketball, Chess