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Portfolio

I am a passionate, ambitious young professional with over 10  years experience of working in people and customer focused roles specifically in the Call centre & Customer Service/Sales areas. I have gained a range of experience on leading and supporting an operation, both directly and indirectly through supporting my line manager work to the strategy of the client and business vision. I developed my foundation in people management skills from my role as a retail supervisor and quickly understood the benefit of engaging with people to drive maximum results. This built up the drive to succeed in any role I undertook and gave me a passion to embrace the people aspect of my roles, whether it be through liaising with them or influencing people through leading a team. My love for sales flourished whilst working as a Sales Executive for Arnold Clark, and actively being involved in influencing sales and managing key stakeholders to maximize revenue, this has grown with time to the point where I am determined to succeed and have those around me succeed. A key factor of my success as a people manager is down to my ability to identify and relate to different types of people, learning styles and experiences whilst keeping an open mind. 

In 2013 I took the opportunity to support and establish our growing business in our India contact center as we moved into the Digital world.I currently lead the entire India operations across 3 clients giving me exposure to a variety of different verticals including Pay TV, Telco & Airline. This includes working across a variety of digital customer journeys including Webchat, Social Media, Email & back-office support. 

I have experience with multiple platforms including Liveperson, Genesys, Salesforce, Lithium, Kana, e-res & various CRM platforms. 

After concluding my time in India I moved back to the UK to take on the role of Global Operations Manager, this expanded role allowed me to further develop my operational leadership capabilities by working in a more matrix style environment. 

Skills

Digital Customer Journeys

Encompassing Webchat, Social Media, Written & Back office. 

Call Centers & Outsourcing

Having spent the majority of my career within Call Centers supporting across Voice and Digital channels one of my strongest skills lies in this area. 

People engagement

Delivering initiatives to drive people engagement and reduce overall Attrition/NPS scores. 

Recognized as people manager of the year within Webhelp for 2016. 

Commercial Awareness

Fully versed in Invoicing processes and identifying any shortfalls causing any impact to Margin/Bill to Paid

Working closely with ever changing Shrinkage levels to meet client demands. 

Implementing several incentive and bonus structures working to an overall payout allowance level of 10 - 12%. Consistently achieved. 

Leadership

Having gone through Institute of Leadership and Management Level 2 & 3 I am fully versed in a variety of methodologies such as SMART Objective setting and the Grow Model. 

Recognized as Shining Star of the month on 6 occasions during 2015 & as people manager of the year in 2016.  

Working closely with stakeholders internally and externally of the business and having strong relationships in all of my interactions.  

Courses

Institute of Leadership and Management Level 1 & 2

Momentum Leadership Training Level 2

Want to find out more?

Please take the time to find out more about me via me Linkedin profile https://uk.linkedin.com/in/stuart-walker-28796875 

My profile includes recent projects delivered and a more in depth profile on my current role as well as my achievements. 

Portfolio