Gary Stacey Email & Phone Number

Sittingbourne, GB

Lower Rainham, England, United Kingdom

Rochester, England, United Kingdom

Sittingbourne

UK, South East And London

I am a highly motivated and analytical operations lead who possesses a broad range of successful experience in the leadership of contact centres functioning within an array of different industries. I am a naturally pragmatic and empathetic individual who excels driving organisational development, both operationally and commercially. Throughout my career.

Ashford, Kent, United Kingdom

• Full responsibility and accountability for the NHS 111 Contact Centre
• Mobilised new NHS 111 service in 3.5 months whilst managing a formal exit from previous joint provider arrangement
• Managed the recruitment and training of new staff to meet aggressive recruitment and workforce mobilisation targets
• Implemented new workforce management system (Injixo) on time and on budget
• Improved stability of operational management teams through training, coaching and mentoring to support real time management of call centre across 24/7 operational hours
• Led the design and implementation of new telephone routing and call centre system

Whitstable

• Delivered transformational change to improve customer experience
• Implemented a culture of quality and continuous improvement
• Managed office refurbishment programme including temporary relocation of staff and ensured no impact to delivery of customer service
• Delivered refurbishment and air management improvements on time and within set budgets to deliver positive and healthy working environment for all staff
• Created and embedded close working relationships and communications between sales and manufacturing teams to further improve customer journey and maintain optimal lead times for orders

Basildon, Essex

In 2014 I was recruited by One Stop Car Credit Ltd with the purpose of driving sales levels and infrastructure development incl. ensuring the fulfilment of sales targets, and implementing rigorous individual and team performance measures. I translated business initiatives in to tangible IT requirements, delivered information systems changes, and.

Bromley, United Kingdom

When recruited to the role of Call Centre Manager, I became accountable for managing the contact centre, customer relations and administration teams incl. ensuring achievement of KPIs, call forecasting and staff scheduling to meet call and work demand. I then secured promotion, and membership of the senior management team, within a very short period of.

In my employment with IC24 (previously South East Health), I was responsible for ensuring the service provision to patients and for staff performance management incl. quality audits and remedial actions, forecasting call volumes, and effective scheduling of staff to meet demand. During my tenure, I improved call handling KPI from an average of less than.

Sittingbourne, Kent

In my tenure with GoResponse I led a team of 6 Client Account Managers in the development and delivery of an improved client service strategy and a change programme which effectively maximised team engagement and client retention levels. I assumed management of company’s top 10 client, tangibly improving client satisfaction levels, defined / delivered.

Sittingbourne, Kent

As Head of Customer Service, I held responsibility for the provision of customer service across numerous channels incl. inbound / outbound calls & mail, email, SMS, and EDM (Electronic Document Management). I worked at strategic and operational levels within the association to deliver change and improvement; ensuring the deployment of the correct staffing.

Dartford, United Kingdom

In my time with Global Home Loans I introduced numerous quality and performance strategies which improved productivity, customer satisfaction and call handling capacity while reducing complaints and enabling 90% “first touch” resolution of enquiries. I consolidated and automated telephony MI into a dashboard view which enabled cost reduction (6 to 2 FTE).

London, United Kingdom

In this short term role I ensured the contact centre provided business customers with a single point of contact and reviewed existing systems to develop, recommend and implement numerous improvements. I introduced quality systems to aid compliance, improved communications between call centre and branch, delivered above target service levels, and reviewed.

Bristol, United Kingdom

In this position, I developed / delivered induction training packages and operational processes for clients incl. Standard Life, and provided key input to the design, development, test and implementation of various systems. I managed newly established centres until recruitment of, and handover to, permanent managers. I also project managed creation of a c3.

Bristol, United Kingdom

Bristol, United Kingdom