Wayne Steele

Background

About Wayne Steele

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.