Stuart Sage Email & Phone Number

Liverpool, England, United Kingdom

England, United Kingdom

Speke, England, United Kingdom

999 Emergency Call Handling

North West

Customer Engagement Manager - Highways England Contract

The Matchworks, Liverpool

Customer Service Manager

Warrington, United Kingdom

Manchester, United Kingdom

Manchester, United Kingdom

• Responsible for establishment and management of North West regional customer care team, servicing business customer accounts held at Manchester, Warrington, Bangor, Preston and Wigan depots.• Management of up to 20 customer care staff, ensuring company standard SLA’s are met with regards to contact centre performance. Responsible for ensuring customer care team provide proactive customer care to all City Link customers based across our region.• Duty of care to business customers including regular visits to customers and liaison with sales teams to boost spend with the business.• Responsible for driving cost effective performance of team whilst ensuring no loss of care or response to customer issues.

Working on behalf of HBOS on PPI complaints management.

Managed team of multi-skilled tech support agents working in 3rd line/jeopardy capacity dealing with broadband/line issuesReduced the technical repeat caller rate from a maximum 18 calls to 10 calls for no increase in cost, but saving circa £0.5m paCreated a new team that was the customer back stop for any technical issue. This was the key part of a new faults model that has saved £10M pa Created a team that was highly energised and adaptable to supporting rapid operational change that was used to deliver short term tactical benefits Been an integral part of reducing the average time to fix from 8.5 days to 5.5 days Been an integral part of reducing escalations to 3rd party suppliers by over 30% Created a team that has increased its productivity by over 67%. This was achieved by optimising processes and agent behaviour

Responsible for managing a team of 20 Customer Service Advisors working on behalf of Vodafone.In order to ensure the client's SLA was met, the effective use of time management skills was paramount in order to manage the team to the highest possible standards.Day to day responsibilities include staff management, handling escalated calls, contract adherence and resource management.Moved into HR Management role within Vertex following loss of Vodafone contract - managed service delivery within HR call centre consisting of specialist HR staff to meet KPI's and achieve best possible service for all levels of Vertex and United Utilities staff & external customers.

I was responsible for a team of rapid data capture personnel. Working as part of a public/private partnership on behalf of the Inland RevenueI was required to manage output-forecasting meetings on a daily basis in order to maintain effective staffing and levels of output. Ensured that the team meets targets set by the business, working extra hours and weekends where necessary depending on levels of work coming into the company. This work was of a confidential nature, all staff were vetted and expected to adhere to strict guidelines regarding conduct within the workplace, and it was a further responsibility of my position to ensure that that the team's conduct was fully up to standard.

I was responsible for a team of rapid data capture personnel. Working as part of a public/private partnership on behalf of the Inland RevenueI was required to manage output-forecasting meetings on a daily basis in order to maintain effective staffing and levels of output. Ensured that the team meets targets set by the business, working extra hours and weekends where necessary depending on levels of work coming into the company. This work was of a confidential nature, all staff were vetted and expected to adhere to strict guidelines regarding conduct within the workplace, and it was a further responsibility of my position to ensure that that the team's conduct was fully up to standard.

Responsible for a team of telephone based customer services executives dealing with issues relating to insurance policies, complaint handling was a major responsibility of the role. I was a member of the recruitment team for Customer Services liaising with outside agencies and interviewing potential members of staff. Responsibilities included ensuring that my team met all Key Performance targets set by the business - ranging from maximizing income generation to maintaining high levels of Customer Service. I was responsible for coaching, development and disciplinary issues relating to my own team. Aside from team management duties I was also closely involved in a national business focus/change management group whose aim was to improve communication and share best practice across

Responsible for a team of telephone based customer services executives dealing with issues relating to insurance policies, complaint handling was a major responsibility of the role. I was a member of the recruitment team for Customer Services liaising with outside agencies and interviewing potential members of staff. Responsibilities included ensuring that my team met all Key Performance targets set by the business - ranging from maximizing income generation to maintaining high levels of Customer Service. I was responsible for coaching, development and disciplinary issues relating to my own team. Aside from team management duties I was also closely involved in a national business focus/change management group whose aim was to improve communication and share best practice across the Aviva Group (formerly

Automobile Association, CheadleResponsible for managing team of Emergency Breakdown response advisors - ensuring that highest possible levels of service were given to AA members. Ensured that team met all KPI's set by the business to ensure that the AA maintained its business reputation for speedy response times.I was also responsible for managing a new team of multi-skilled operators able to deal with a range of calls - from providing assistance to members who had breakdowns to information on European motoring to insurance quotes for members and the general public. This was initially an experimental team, but their success in being able to combine the service ethos of the Automobile Association with the commercial sales skills needed in dealing with insurance sales meant that more teams were set up to provide the same services.

Responsible for managing team of multi-skilled Emergency Breakdown response advisors able to deal with a range of calls - from providing assistance to members who had breakdowns to information on European motoring to insurance quotes for members and the general public.

I was part of a team that set up a new customer contact centre for Nat West in Merseyside. My role included customer relations, account enquiries, sales etc. This was a short-term role following a move from London to Merseyside.

I was part of a team that set up a new customer contact centre for Nat West in Merseyside. My role included customer relations, account enquiries, sales etc. This was a short-term role following a move from London to Merseyside.

During my time in the Foreign Office, I worked in a variety of departments ranging from facilities management to chemical & biological warfare to educational liaison. I was posted to Islamabad, Pakistan for 1 year as 3rd Secretary Press & Information, where my responsibilities included liaison with Pakistani government departments & major aid organizations working in the country. Building close working relations with various contacts being vital to the success of this role. I also spent time working in a number of other countries including Jordan & Hong Kong. Whilst working in London, duties included report analysis, composition & presentation to other government departments, security agencies and educational establishments. My role entailed high level liaison with a variety of governmental organisations and a high level of clearance.

During my time in the Foreign Office, I worked in a variety of departments ranging from facilities management to chemical & biological warfare to educational liaison. I was posted to Islamabad, Pakistan for 1 year as 3rd Secretary Press & Information, where my responsibilities included liaison with Pakistani government departments & major aid organizations working in the country. Building close working relations with various contacts being vital to the success of this role. I also spent time working in a number of other countries including Jordan & Hong Kong. Whilst working in London, duties included report analysis, composition & presentation to other government departments, security agencies and educational establishments. My role entailed high level liaison with a variety of governmental organisations and a high level of clearance.

Ba Hons, Medieval & Modern History

BA Hons Medieval & Modern History

Education record

Ba (Hons), Medieval & Modern History

Education record

Education record

Ba (Hons), Medieval & Modern History

Certificate, Business Administration And Management, General