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 thus far I have become adept at ensuring the establishment and fulfilment of challenging targets and in leading from the front when it comes to defining required cultural change. I believe the key to success lies in valuing and understanding people, customers and staff alike, and in taking evidence-based decisions which prioritise quality at every turn.

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• Co-ordinated all office refurbishment (building works, air management, data and telephone networks) whilst maintaining operational delivery of service• Co-ordinated simultaneous exit and go-live of new NHS111 service with no disruption to callers, ensuring patient safety

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 implemented stock taking, reconciliation, and document management systems within agreed timeframes / budgets. Among my achievements, I introduced new telephone systems and reduced related spend by £14,000 per annum, led implementation of a robust change programme which delivered £1.5m per year in cost savings, and increased company sales from 440 in October 2014 to almost 700 in April 2015. This also included managing a turnaround in the performance of the finance team in relation to the provision of key finance data and comprehensive management accounts in order to aid overall corporate decision making.After identifying significant financial issues within company I proposed a proactive programme of change which would resolve these issues and save the company. I then played a pivotal role in the establishment of Avelo Ltd to manage future receivables from One Stop Car Credit Ltd and maximise bank income; realising over £8.1m in returns as opposed to a potential zero. At all times, I prioritised the fair treatment of customers, 70% of whom remained in contract and kept their vehicle. I led an increase in investment on aftercare and repairs, managed the departure of 120 staff through redundancy, and worked closely with the FCA to ensure their satisfaction with all actions taken.

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 joining the company.I executed daily, weekly and monthly reporting across a suite of measures to gauge customer satisfaction, managed the complaints process to analysis and resolve issues, and implemented numerous required service changes. I also successfully brought call handling performance back to within service level, reduced open complaints from 173 to < 50 in 2 months, and achieved cost reduction by re-structuring and managing staff numbers.

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 85% to greater than 95% in under 3 months. I delivered two NHS 111 services later recognised as “top performing”, and developed call forecasting and scheduling tools which improved call handling capacity across 3 centres.My achievements also included building a cost-efficient administration function to centralise processes and improve patient / GP experience, and implementing budget scrutiny to manage and reduce costs which resulted in year-end under spend of £175,000 against total budget of £2.2m in 1st year and further £250,000 saving in year 2. I also implemented agent scorecards to improve quality and performance across a range of measures, resulting in increased call handling capacity, reduced unplanned absence and reduced volume of complaints.

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 improved call scripts and introduced new services which increased income from key clients. I also implemented a cloud-based CRM system delivering bespoke work-flow and 360 degree visibility, developed scripting solutions to ensure top 3 clients increased business throughput by £50,000 in 2m, and implemented a new performance and bonus structure to deliver improved staff performance.

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 solutions, adherence with the highest of quality standards, and the development of more accurate forecasting, scheduling and budgeting procedures.Among my successes in this role, I developed call routing and handling protocols to improve performance and increase resident satisfaction, consolidated 9 customer care teams into a single operation (saving over £100,000 per year), and delivered change management development workshops to group leaders. I drove a reduction in operating cost per unit / per call via the effective development of a multi-skilled work-force. I assumed the role of Director after merger with another housing organisation, undertaking cross-group mentoring and management duties incl. launch of a comprehensive integration programme. This helped me to create an award winning culture of “customer first” which resulted in increased staff and resident satisfaction.

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), and provided end to end project management of enterprise-wide IVR and call routing solutions. I was also responsible for leading the team which implemented internal web based user interfaces to various in-house & client systems.

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 MI reporting to achieve a 100% improvement in accuracy. By liaising closely with the online division I was able to create synergy and played a key role in redefining future CC direction.

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 internal call centre incl. procurement of facility and resources, and recruitment and training of staff tasked with supporting a range of supermarket retailers and other clients.

Bristol, United Kingdom

Bristol, United Kingdom