Stuart Jackson Email & Phone Number

Willenhall, England, United Kingdom

Responsible for the development and management of best-in-class technical support and customer service for Yale EMEA Smart Residential (SRS) product categories. Primarily Smart Door Locks, Alarms and Surveillance (CCTV & IP cameras) systems across EMEA regions.

Keele, Staffordshire, United Kingdom

Heading up the UK Customer Support & Vendor Management teams for Teletrac Navman (SaaS & IOT) UK/Europe my focus is to provide the very best technical and customer support in the vehicle telematics sector. Striving to offer a fast & responsive support infrastructure, showing empathy and always placing our customers at the forefront.Also managing our internal engineering team and the external vendor relationships, I provide a first rate installation service to our customer base. Quality and customer experience is my passion. Since joining TTNM in 2018 I successfully reduced call abandoned rate to 2.4% answering 88% of all calls within 60 second with an average call time of 5mins 20 seconds and an average hold time of 38 seconds. I improved email response rate from 8 days to less than 24hrs and reduced case volumes for circa 1250 cases per week to less than 550. Implementing effective daily management to focus on key areas of the department by the end of 2019 we were constantly hitting an overall CSAT score of 90% and a Trust Pilot score of 4.5%.I was also instrumental in aligning the UK business on to the Salesforce CRM. Having the whole business on the same CRM allowed accurate reporting, improved case management and enhanced customer experience. The implementation of vendor portfolios allowed 360 degree vision of our vendors performance and skill sets, this allowed us to manage our vendor relations so we had the top rate vendors on board performing at the highest industry standard. Rolling out the FITAS accreditation meant all the vendors were recognised by the Industry standard which ensured quality approved installations were completed. Following the successfully implementation of vendor auditing we reduced service calls by 25% YOY saving the business ￡91K in 2019. Time to first installation was reduced to 5 days and by introducing an app based commissioning system a 23% reduction of engineer commissioning calls was observed.

United Kingdom

Based back in the UK, working from Parrot's Global Headquarters in Paris, I was responsible for Project Managing Parrot's Global customer experience division. Project managing the creation, implementation and development of a worldwide support function for Parrot's Drone division, I successfully outsourced all regional consumer support to one European location. This improved efficiency, standardised procedures and aligned processes which allowed for improved customer experience and cost savings to the business. The relocation of the US support centre alone saved the business €600K per year.

Melbourne, Australia

The opportunity arose to relocate to Melbourne Australia to implement a customer support platform for Parrot JPAC region which consists of Japan, Australia, New Zealand & Pacific. I successfully trained and structured support in Japan for Parrot's consumer Drone and wireless headphone portfolio using a outsourced service provider. This allowed me to improve my comunication skills and level of detail for the Japanese market, building training & support documentation as well as warranty support infrastructure. Building relationships with distributors and third party providers in Australia, New Zealand and South East Asia, I implemented a support infrastructure to support Parrot's wider product portfolio so we could expand and grow the business in these regions.

Birmingham, United Kingdom

In December 2014 Parrot UK's territory expanded into the Nordics, Turkey, South Africa, and the Middle East. With this expansion my roll and department also developed and adapted to meet the new challenges required to support a population of circa 349million.

Birmingham, United Kingdom

Employed in 2007 to bring all outsourced technical support for Parrots handsfree car kit devision internally within Parrot I was tasked with creating, building, and developing a technical support department to meet all customer requirements. As Parrot's core business is wireless technology surrounding the smartphone phone the product portfolio grew from handsfree car kits to car audio, wireless photo frames, headphones, high end home audio through to drones. As new products were introduced to the market I played a fundamental role in product review, development, training and aftersales support along with the implementation of Salesforce CRM. Main responsibilities:• Working from Parrot’s UK headquarters in Birmingham, I manage a team and am responsible for all aspects of technical and customer support on accessories & consumer electronic products for Parrot in the UK and Ireland• Provide installation support and product training for consumers, companies and their engineering teams in regards to Parrots products. (Maplins, Amazon, Staples, Apple, Halfords, Dixons/Curry’s group, Vodafone, O2, Orange and independent retailers)• Maintain close communication with the UK sales/marketing teams and international teams in Parrot’s main headquarters in Paris to offer the best technical support and highest level of customer service. • Prepare all internal product documentation for both training and support criteria• Evaluate intended product quick start guides and full product user guides to meet the requirements for our supported countries• Prepare and execute presentations to large groups of individuals• Involved in new product evaluation and software analyses

National Control Centre, Mitcham, Surrey

TG21’s business is in vehicle technology installations and manufacturing of automotive products and services for a range of UK and European companies. Regional Engineering & Audit Manager 2001 – 2007 (Toad Group PLC – TG21)Main responsibilities:• Working from home, I remotely managed a team of 25 nationwide auto electricians to provide a first rate engineering service to internal and external customers.• Actively managed the team to ensure they met a range of KPI’s set by our customers• Implemented standard procedures and ensured quality assurance standards were met• Responsible for staff recruitment and introduced an effective management style to reduce s staff turnover• Used effective planning of the team’s work schedule to increase productivity and efficiency levels across the team• Carried out staff appraisals and delivered one to one coaching to improve individual performance• Motivated and encouraged staff whilst working to strict deadlines, often under pressure• Provided a vital link between head office to ensure the team produced customer satisfaction on the frontline • Resource allocation• Project management of large complex installation including CCTV on public transport• Reviewed stock levels in the field to help reduce costs• Ensured the team fully complied with relevant legislation including Health and Safety at Work ActOther responsibilities:• Worked in a project team to research, develop and implement a new product to meet customer requirements• Met with vendors to ensure quality and product standards were met

National Control Centre Mitcham Surrey

Working from home, I remotely supported the regional engineering manager and lead 30% of the nationwide auto electricians devision to provide a first rate engineering service to internal and external customers.My main focus in this role was quality via quality control audits to ensure all engineers were meeting the directives set out by our customersVIP installations and escalationsTechnical assessmentsTraining documentation Installation trainingStaff recruitment assessmentsFleet installations project leaderFirst site installationsCreation of user and installation guidesWorkload planning and logisticsResource planning Rick AssessmentsHealth and Safety

Mitcham Surrey

Working from home as a mobile installation engineer I was responsible for all types on Auto Electrical installations for a given area of the UK. Working on my own initiative I was responsible for planning my own days workload in an efficient and logistical manner. Qualified Auto electrician for both passenger and commercial vehicle installationsVehicle Fleet installationsVehicle Security InstallationsVehicle Audio System installationsTelematic installations including Tracker, fleet management and insurance black box systems

Stafford

Auto Electrician installing vehicle aftermarket products including car audio, security, central locking system, electric windows, tow bars & sunroofs.