Stuart Beame

Stuart Beame Miami, FL - |-| LinkedIn Learning and Development, Knowledge Management Visionary, people-focused Training & Knowledge Management Expert respected for over 25 years driving the design, implementation, and management of forward-thinking L&D programs for global teams at F500 companies. Strategic leader who has overseen $3.5M budgets, led 15 direct and 65 indirect reports, and generated $109M in sales. Expert at designing innovative L&D programs, including my Discovery Training Methodology geared towards achieving vast improvements in customer satisfaction and sales. Committed to identifying ways to build and promote a culture of values based on collaboration, confidence, accountability, and employee retention. CAREER HIGHLIGHTS Customer Satisfaction Improvements: Increased CSAT by 25% at Spirit Airlines and by 12% at Ford by implementing my Discovery Training Methodology. Customer Rep Confidence: Built a Knowledge Management allowing Spirit Airline system agents to improve inquiry response time on their first interaction by 22% and the BOT answer rate by 30% to reduce repeat calls. Sales Training SME: Provide intent-based sales training with guided workflows, resulting in increasing ancillary sales by 48% at Spirit Airlines. SKILLS & EXPERTISE Learning & Development | Knowledge Management | Training Program Development | Customer Satisfaction | Onboarding | Manager Training | Culture & Values Training | Skill Development | Program Management | Project Management | Six Sigma | Total Quality Management (TQM) | COPC | Call Center Management | Standard Operating Procedures (SOPs) | Performance Metrics & KPIs | Learning Management Systems (LMS) | Global Team Management | Virtual Learning | Sales Training PROFESSIONAL EXPERIENCE Spirit Airlines2019 – 2022 Senior Manager Training CX, QA and Knowledge Management: Miramar, FL 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. Boosted CSAT 25% by collaborating with management to implement my Discovery Training Methodology. Increased the agent's inquiry response rate during first customer interaction by 22% and improved BOT answer rate by 30% after designing and implementing the Knowledge Management system. Designed Intent-based sales training with guided workflows, increasing ancillary sales by 48%. Delivered 100+ virtual new hire training classes for 8 LOBs enabling more than 2,500 representatives worldwide to work remotely in less than 3 months. Fostered relationships with the Training Delivery teams at the individual Contact Center and BPO Partners sites to improve the instruction for in-person and virtual training. Partnered with internal Social Media, Chat, Voice, and Loyalty teams to coordinate and implement specific training curriculum and for new and existing programs. Oversaw the training budget and directly managed a team of 15 Trainers, Instructional Designers, Curriculum Designers, Quality Analysts, Knowledge Specialists, and Managers. Liberty Latin America2017 – 2019 Director Learning and Development: Miami, FL Drove enterprise-wide learning initiatives and strategic projects while managing training operations to support 37 Countries at 10 Contact Centers and 100+ Retail Stores, including planning, budgeting, communications, and administration. Transformed L&D from paper training to a fully blended adult learning environment featuring eLearning, videos, role-play scenarios based on the top business drivers by channel customer interaction. Identified and sourced technical training resources, including purchasing and implementing the Verint Call Management system and the USU Knowledge Management system. Defined, researched, and implemented a knowledge management solution for a geographically diverse Customer Experience team across the enterprise. Acted as a liaison with the agile development team to represent business needs and requirements and serve as an advisor to recommend best training integration practices. Program Managed all aspects of Learning & Development of all strategic initiatives in the geography for the four Operating Companies of Liberty Latin America. Oversaw Learning & Development training across 17 Caribbean markets, and oversight of all outsourced BPO and in-sourced Contact Centers for the Caribbean, Puerto Rico, Panama, Bahamas and Chile Ford Motor Company & TeleTech BPO Joint Venture2013 – 2015 Regional Manager, Learning Development and Quality Performance: Melbourne, FL Coordinated, developed, and communicated requirements to various partners in 8 global locations to create solutions related to database optimization, culture shift, associate performance, and customer satisfaction. Oversaw $4M annual program budget to modernize and digitize 27 Domestic US and International Training and Quality Assurance departments. Directed the activities of a total of 60 staff, including managers, instructional designers, trainers, Six Sigma Black Belts, and Quality Assurance Analysts supporting 1,300 US and international agents. Gathered requirements and designed innovative training and development programs for Training and QA. Discovery Learning Methodology Developed the Discovery Learning Methodology to train agents to use the Agents Ask Ford knowledge management system to find customers' answers. Reduced training time 20% by migrating legacy programs to a new virtual eLearning environment built on Meridian LMS. Increased speed to proficiency by 25% and customer satisfaction scores for Knowledge and Courteous by 12%. Novant Health2011 – 2012 Assistant Director, Training Education and Quality Assurance: Charlotte, NC Served as a Training SME to develop and implement effective and streamlined training programs while directing activities of 30 Managers, Trainers, Instructional Designers, and Quality Assurance Specialists. Designed and led a strategic initiative to normalize patient intake across 14 newly consolidated medical centers in the Mid Atlantic. Cut new hire classroom time from 5 to 3 days and saved $150K annually by redesigning corporate training into a centralized and standardized operation. Reduced time to proficiency 20% by designing and spearheading a formalized Preceptor/Mentor program. Created a new streamlined enterprise intake process and provided training to Registrars and Admissions staff. Led program team and business partners through strategic and tactical activities related to the implementation of a new CRM system. ADDITIONAL EXPERIENCE Director, Call Center and Student Information Services | Central Piedmont Community College | 2006 – 2011 Director, Training and Quality Assurance | Intelli-Risk Management Corp | 2005 – 2006 Vice President, Call Center Operations | Direct Activation | 2003 – 2004 Director, Quality Assurance & Training | US Bureau of Census Alorica | 1998 – 2003 Total Quality Management (TQM) Trainer and Project Lead | BellSouth | 1988 – 1998 CONSULTING EXPERIENCE Stuart Beame Consulting2022 – Present Consultant: Miami, FL Served as L&D SME and consultant focused on modernizing and digitizing training and knowledge strategies for in-house and remote-virtual workers by leveraging my Discovery Learning approach created for F500 Companies. Assisted clients with reducing their training and technology spend. Created simplified and fast-to-produce learning materials to cut costs for clients and optimize L&D tasks. Supported stakeholders with articulating learning needs and training course outcomes by fostering relationships with the Instructional Design team to gather requirements and tailor the service. Guided the Instructional Design teams with owning the concepts and translating them into applicable modules to ensure course success for diverse learners. Developed Continuous Improvement and Closed-Loop evaluations to enable the material to stay current and in step with learned best practices. RGP Management Consulting2016 Consultant: Boca Raton, FL Served as a consultant for Office Depot – Global Compliance & Ethics to support and guide management and staff in developing and implementing policies and procedures to ensure all business activities complied with the highest ethical standards. Trained and mentored staff while guiding the implementation of policies and procedures tailored to various business units and contexts. Oversaw the daily and ongoing management and administration of the company and vendor LMS system and managed all aspects of its operation and the flow of information for the system's use by the company. Ensured adherence to standards through the collection and analysis of errors and omissions data. EDUCATION Bachelor of Arts - Business Management Human Resources GPA: 4.0 Barry University, Miami Shores, FL CERTIFICATIONS College of Call Center Management Certificate Program - Purdue University COPC Registered Coordinator Certified Six Sigma Green Belt (CSSGB) Certified TQM Master Facilitator Management Institute Incident Command System Certified Certified Trainer - International Board of Certified Trainers (I.B.C.T) & Achieve Global FEMA Emergency, Emergency Management Institute ICS Single Resources, & Initial Action Incident Certified TECHNOLOGY & TOOLS Articulate 360 Adobe Captivate USU Knowledge Management System KMS Astute Knowledge RealDialog KMS ProProfs KMS Microsoft Dynamics 365 Zendesk Blackboard LMS SkillSoft LMS Balto Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook) HONORS & AWARDS Call Center Leader of the Year Finalist – IQPC Appointed to The University of South Florida Muma College of Business Customer Experience Certificate Program Steering Committee