Gemma Stuart Email & Phone Number

Glasgow City, Scotland, United Kingdom

As Customer Service Team Leader I am responsible for Customer Satisfaction across e-commerce and our 27 stores, through the Customer Service Team. I have played a key role in developing and implementing customer service tools, ensuring the team are efficient, improving customer satisfaction, and resolution times. By creating a positive and collaborative work environment, I have empowered my team to excel in addressing customer inquiries, resolving complex issues, and maintaining a strong focus… Show more As Customer Service Team Leader I am responsible for Customer Satisfaction across e-commerce and our 27 stores, through the Customer Service Team. I have played a key role in developing and implementing customer service tools, ensuring the team are efficient, improving customer satisfaction, and resolution times. By creating a positive and collaborative work environment, I have empowered my team to excel in addressing customer inquiries, resolving complex issues, and maintaining a strong focus on first-call resolution. Working alongside other departments, such as our despatch centre, merchandising, and IT, I have facilitated cross-functional collaboration to optimize the customer journey and contribute to the overall success of our e-commerce platform. Appointed as Subject Matter Expert on E-Comm and Customer Service platforms for a multi-year project on delivery of a new ERP system, whilst retaining all Customer Service Team Leader responsibilities - improving process efficiencies and introducing real-time Inventory reporting. Show less

Glasgow City, Scotland, United Kingdom

As the Web & Customer Service Executive within the e-commerce team, I had responsibilities of customer satisfaction workstreams, e-commerce and Customer Service platform troubleshooting, and customer problem resolution. I developed a deeper understanding of the e-commerce industry, from order processing and tracking shipments to handling customer inquiries and resolving issues. With a strong focus on delivering exceptional customer experiences, I honed my communication and problem-solving… Show more As the Web & Customer Service Executive within the e-commerce team, I had responsibilities of customer satisfaction workstreams, e-commerce and Customer Service platform troubleshooting, and customer problem resolution. I developed a deeper understanding of the e-commerce industry, from order processing and tracking shipments to handling customer inquiries and resolving issues. With a strong focus on delivering exceptional customer experiences, I honed my communication and problem-solving skills to ensure customer satisfaction and loyalty. Working closely with cross-functional teams, such as our main despatch centre and product management, I gained valuable insights into the end-to-end customer journey, allowing me to anticipate needs, address concerns, and contribute to the overall success of the e-commerce platform. As a critical team member of the project team I supported implementation of a digital 'Click&Collection' solution through Planning, Testing, and Implementation - improving Customer Satisfaction across the e-commerce metrics. Show less

Glasgow, United Kingdom

Assisted E-commerce Manager with the running/maintenance of the Slaters website.Tasks included - Writing detailed product descriptions and adding items to website.- Monitoring orders placed to ensure they were dispatched on time.- Overseen the introduction of Click & Collect to online.- Responding to customer queries and answering customer calls.- Assisting with web photography shoots.