Wayne Steele Email and Phone Number
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I am a passionate learning & development professional with documented success in transforming business & customer care environments. I accomplish this through the design and delivery of memorable training content in partnership with subject matter experts and executive management. I am Lean Six Sigma Yellow Belt, Agile Leadership & Learning and Development certified.Previously, I held positions at both small family-owned companies and large global corporations, in roles such as Training and Development Manager, Customer Care Trainer and Quality Control Supervisor. I have pioneered onboarding procedures, spearheaded development of customer support training initiatives, and been instrumental in modifying policy and corporate strategy resulting in better workflow and customer experience. I am fascinated with the business impact of upgrading human performance. Career Accomplishments include:- Upgraded Telecharge’s entire customer-support training structure incorporating visual & tactile learning methods to increase retention.- Revamped customer service protocol for membership sales yielding zero complaints for the first time in Telecharge history.- Designed, developed & presented training programs for Audible’s customer care operations, a team of 400, worldwide.- Designed & implemented a suite of communication trainings at Purity Products improving communication benchmarks from 59.78% to over 80% in only 8 weeks.- Overhauled auto-ship program customer-support, increasing subscription-based customer retention rate to over 40%. Skills:Instructional Design & Implementation, E-Learning, Performance Management, Leadership & Coaching, Customer Relations, Corporate Compliance, Up-selling Tools & Techniques, Retention Strategies, Project Management, Training Management Systems.
Altice Usa
View- Website:
- alticeusa.com
- Employees:
- 4533
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Senior Learning SpecialistAltice Usa Jul 2021 - PresentNew 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.• Continuously improve the learning experience by collaborating with the business.• Ensure all training curriculum support the intent of the initiative for successful implementation.• Facilitate agent focus groups and proper action planning post onboarding to uncover improvement opportunities framed from an agent perspective.• Ensure training aligns with Agent KPIs to measure results.
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Training & Quality Assurance ManagerThe Shubert Organization (Telecharge) May 2015 - Oct 2020New 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.• Continually maintained and pursued keen understanding of training and development best practices with ongoing learning & research.• Partnered with executives, directors & managers to assess, analyze and define learning needs/gaps and development opportunities. -
Customer Care TrainerAudible, Inc. Aug 2013 - Mar 2014Newark, 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. -
Quality Control SupervisorFederated Payments Jun 2012 - Jul 2013Melville 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. -
Customer Care ManagerLaparkan Air & Ocean Shipping ,International Division Jun 2011 - Mar 2012Richmond 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. -
Training & Development ManagerPurity Products May 2005 - Jul 2009Plainview, 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 crossing 40% for the first time in the company’s history.• Designed knowledge sessions combined with influence techniques to deepen understanding of key product lines and how to sell them. -
Support Services TechnicianBarnes & Noble 1996 - 2004• 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
Wayne Steele Skills
Wayne Steele Education Details
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Human Resources -
Wandsworth School (London, England)O Levels & C.S.E Examinations
Frequently Asked Questions about Wayne Steele
What company does Wayne Steele work for?
Wayne Steele works for Altice Usa
What is Wayne Steele's role at the current company?
Wayne Steele's current role is Transforming Business with the Power of Learning & Development | Senior Learning Specialist.
What is Wayne Steele's email address?
Wayne Steele's email address is ws****@****.rr.com
What is Wayne Steele's direct phone number?
Wayne Steele's direct phone number is +191745*****
What schools did Wayne Steele attend?
Wayne Steele attended Aihr | Academy To Innovate Hr, Wandsworth School (London, England).
What are some of Wayne Steele's interests?
Wayne Steele has interest in Health, Economic Empowerment.
What skills is Wayne Steele known for?
Wayne Steele has skills like Customer Service, Coaching, Microsoft Office, Recruiting, Microsoft Word, Microsoft Excel, Powerpoint, Social Media, Customer Retention, Outlook, English, Call Centers.
Who are Wayne Steele's colleagues?
Wayne Steele's colleagues are Matthew Wallace, Frantz Warner, Lyzzie Miles, Ryan Wollaston, Stacey Kow Murray, Ryan Spatz, Kanayo N Abah.
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