Stuart Clark Email & Phone Number

Glasgow, Gb

Glasgow, Gb

Glasgow, United Kingdom

● Assess and quality check all required channels across Telephony, webchat and sales on aweek to week basis.● Improve overall quality of technical and service abilities of the floor, boosting NPS andKPI’S targets of the agents.● Provide trend analysis and data to operational management for reporting● Coach and Develop coworkers to bring out their maximum potential● Perform various additional duties within the campaign where required.

Glasgow, United Kingdom

Performance Coach and Quality Assessor - Consistently achieving high targets of successon the campaign in strict deadlines.● Provide excellent floor support to reduce AHT and improve customer service.● Became a product expert for the campaign.● Liaising with client and internal departments to successfully delivery weekly changemeetings to staff of 50-100+.● Upskilled all staff on new training material in an efficient manner, meeting strictdeadlines and client needs. (Including New Products, Troubleshooting, Regulations suchas GDPR, Complaints Handling and New Systems).● Acting manager to the call floor when managers not present and other managerial dutiessuch as agent monthly reviews and coaching sessions outwith Quality. Achieving reducedAverage Handle Times and improving NPS to meet with Targeted KPI’S.● Complaints handling - providing excellent customer service to customers with the bestresolve possible and handling the correct company escalation process.● Assist other campaigns within the company when short on resourcing numbers.● Support Teammates and co-workers in all matters to not only help them perform to theirbest potential, but also work in a comfortable and safe environment.● Be a role model to the campaign for all aspects of the job. (See below for Agent duties).

Glasgow

Consistently achieved all KPI’s required for a week to week and monthly basis.● Provided efficient and excellent technical support of company systems and products toboth customers and staff of all levels.● Provided excellent customer service through patience, empathy and positivity. This alsoincluded complaints handling and investigation.● Attained excellent results for customers on difficult situations through careful problemsolving.● Time management, IT literacy and keeping up with technology trends within and outwith the company.● Represented the campaign at job fairs to successfully recruit on mass. This attributed toa higher volume of applicants.● Delivered training to new recruits including in a classroom environment to a group and 1on 1.● Frequently floor walked on the call floor, providing technical and service support of alllevels to the agents and management.● Fluidly move between channels included: Telephony, Webchat, Emails and Sales.

Student Placement• Organisation; time management, meetings, team based work, deadlines. • Critical Business analysis• Business and IT consultancy• Software and business research• Supportworks and service desk work. • SQL Server 2008-2012 work • Designing and creating new systems, remodelling existing systems and maintenance. • Adhering to the ITIL methodology. • Managing good communication with large corporations and representing the council.

Bachelor Of Science (Bsc), Information Technology, 2:1 Honours Class

Education record

Activities and Societies: Student Council, School musicals and Pantomimes, Orchestra, Jazz band, Junior band - performer and tutor, Jazz.