Stuart Wymant Email & Phone Number

United Kingdom

Accountabilities:o Owning post-go live CPQ (Configure Price Quote) support services for customers globally.o Acting as the internal lead for NSPB (NetSuite Planning and Budgeting).o Developing and managing the support delivery function, enhancing processes for transitioning from project delivery to BAU support.o Serving as the internal custodian of continual improvement initiatives and company goals (Asana).o Overseeing the Walpole brand, ensuring consistent application both internally and externally in line with brand guidelines.Key Achievements:o Led the implementation of a time tracking tool to standardise customer-facing reporting.o Designed and co-led the launch of Walpole’s new website in 2021, enhancing representation of brand, services, and team.o SME (Subject Matter Expert) in developing Walpole’s support system (Service Cloud), launched in early 2023, which improved customer experience while reducing unnecessary internal administration.o Collaborated with the Managing Director to implement a consistent account resourcing and contribution process, ensuring any budget deviations were understood and addressed.

Nottingham, Nottinghamshire, United Kingdom

Overseeing contact centre operations across multiple outsourced omnichannel contracts. Accountabilities:o Managing between 90-200 FTE, depending on seasonal client campaigns.o Direct line management of senior leaders, team managers, and workforce planning managers.o Producing operational reports for internal and external senior stakeholders.o Setting performance targets focused on speed, efficiency, and quality.o Coordinating recruitment efforts, from drafting vacancies to conducting interviews in collaborating with HR.o Weekly and monthly forecasting, reporting, and data analysis against budgeted figures (Verint and AVAYA CMS Supervisor).o Handling monthly client invoicing (Sage). o Acting as the point of escalation for all contact centre clients.

Nottingham, Nottinghamshire, United Kingdom

Led teams in customer service, order processing, and workforce planning across multiple outsourced contracts.Accountabilities:o Overseeing a workforce of 40-80 FTE, depending on seasonal client campaigns.o Managing team managers and workforce planning/BI teams.o Coordinating staffing needs, including shift patterns and FTE requirements to meet client demand.o Acting as the primary operational point of contact for multiple clients.Key Achievements:o Introduced a shift rotation system for advisors and team managers, extending operating hours and increasing workforce flexibility.o Implemented a new 1-5 performance rating system, providing managers with a structured framework to manage teams.o Promoted to Contact Centre Manager within six months.

Newark-On-Trent, Nottinghamshire, United Kingdom

Accountabilities:o Managing a team of 5-10 FTE within sales support and customer onboarding.o Ensuring contractual SLA and quality expectations through call recordings, order checks, and reporting.o Conducting monthly performance reviews and coaching sessions.o Managing all HR/absence processes.o Using analysis and forecasting to schedule teams in line with demand (IEX workforce management).Key Achievements:o Established a streamlined working relationship with offshore order fulfilment, reducing SLA from 48 to 24 hours through a new escalation process.o Redesigned sales process documentation, reducing credit leakage by approximately £200,000 in 12 months.o Achieved a reduction in SLA from 7 to 5 working days due to efficiency improvements.o Strengthened collaboration with Sales Specialists.

Newark-On-Trent, Nottinghamshire, United Kingdom

Representative for Enterprise sales, therefore involved in Vodafone’s large-scale IT transformation, with end-to-end involvement in design, SIT, UAT, and training material creation.Key Achievements:o Trusted resource for programme and project leads, providing updates, implementing immediate process improvements and attending senior meetings. o Led a virtual team to redesign consistent training material.

Newark-On-Trent, Nottinghamshire, United Kingdom

Newark-On-Trent, Nottinghamshire, United Kingdom