Louis Stallman Email & Phone Number

United Kingdom

Manchester, England, United Kingdom

Leading the team on one of the most transformative data journeys in the audio marketing space! Placing our company and customers at the heart of data led decision-making.🔑 Key Focus Areas:- Translating the Head of Data's vision into actionable tasks for our dynamic data team.- Organising and transforming complex information into clear, comprehensible structures.- Harnessing analysis to uncover valuable insights that drive business growth.- Championing data quality, security, and accuracy with established policies and practices.- Establishing seamless data sharing and communication channels with stakeholders.- Engaging with diverse business units to address data queries and support decision-making.- Implementing and optimising data manipulation processes for maximum efficiency.- Mentoring and managing high-performing Data & Insight Analysts.At PHMG, data is the catalyst for elevating value on top of our already successful business model!

As a leader of the Performance Insight team within the Consumer Services and Customer Contact organisation, I provided strategic direction and invaluable insight to inform business decision making and drive improvements in customer experience, costs, and revenue. Leveraging a wide range of reports and data sources, my team and I identified key improvement opportunities in the delivery of customer service, enhancing the overall customer journey and experience. I provided guidance, leadership, and direction to a team of 8 individuals within the insight team, defining and driving the insight strategy and approach, and ensuring the outputs met stakeholder requirements. Our outputs were delivered to stakeholders at all levels of the business, from front-line customer advisors to director level. I prioritised team workload appropriately and provided clear communication and expectation management with stakeholders.

Manchester, United Kingdom

Having joined the business as a Customer Complaints Analyst, I quickly moved into the wider world of MI & Insights, leveraging my experience and skills to shape the MI & Insights strategy across the Co-op's Global Business Services function. By analysing a variety of data from multiple sources and systems, including customer and Co-op People data, I provided accurate and actionable insights to partners across the Co-op, enabling stakeholders to solve problems and make informed decisions. I engaged across the whole business at various levels, delivering the 'story' alongside the data and bringing insights 'to life'. To present data in an engaging way and ensure clarity and ease of understanding, I utilised a range of data visualization tools, including PowerPoint, Salesforce Dashboards, Excel, and Power BI. As a leader, I managed a team of 4 Reporting & Insight Analysts, developing their skills, managing workflow and prioritisation, and ensuring high-quality output was consistently achieved.

Manchester, United Kingdom

Co-ordinate and manage the complaints process across the Customer Service Centre. CSC includes both customer facing and operational support services across the Customer Contact Centre and HR, Finance and Procurement operational teams. Making recommendations to service improvements based on complaints data, driving a customer focus across all channels.

Manchester, United Kingdom

My expertise in gathering and analysing data enabled me to spot trends and themes, identifying actionable insights on Service Quality opportunities, business growth, and compliance risks. By making insight led recommendations, I drove improvements in customer satisfaction and monitored compliance to strategic and regulatory policies. Additionally, I monitored process, interaction, and behavioural compliance against regulatory objectives and escalated risks where necessary. Providing actionable insights to the operation, I identified process or policy improvements that reflected strategic aims. Defining problem statements, scoping analysis approach, and sourcing relevant data, I liaised with third parties to complete analysis where necessary and drove instruction on required output.

Manchester, United Kingdom

Production of periodic management information to the operational management, senior management, and the planning & forecasting teams. Root Cause analysis on customer dissatisfaction and providing accurate and valuable insight about complaints performance, processes, and customer service levels. Production of information and insight requested by regulatory bodies (Ofcom, CISAS, FCA). Produced commentary and trend insight relevant to improving customer satisfaction. Reviewing and constructively challenging the business internal processes to drive continuous improvement. Liaising with Team Managers to establish effective work allocation and providing continuous performance information to be used for effective coaching and support of their team members.

Managing and developing a team of up to 15 Customer Service Agents on an ongoing basis, to ensure that quantitative and qualitative performance targets are achieved and regularly exceeded, on an individual and team basis.• Coach, train and develop advisors in order to exceed operational KPI’s and develop a performance-orientated culture• Directly responsible for maximising team resource and managing shrinkage on a daily basis• Interpretation of daily MI data sent and utilising this to drive performance• Maintain excellent engagement & communication with our people using appropriate channels such as one-to-ones, emails, team briefs and buzz sessions• Ensure focus around First Call Resolution in order to maintain excellent customer service and minimise customer escalation. • Monitoring & Driving site performance as duty manager, monitoring PCA 30 and maximising resource levels• Sustain Customer Service Excellence utilising NPS results and customer satisfaction metrics• Handling customer escalations and ensuring that a satisfactory outcome is reached every time• Heavily involved in ongoing recruitment initiatives and facilitating CSA Assessment Centres• Minimise attrition through sustained employee satisfaction and engagement