Summary
Overview
Work history
Skills
Timeline
Generic

Gary Thomson

Coatbridge,North Lanarkshire

Summary

Head of Customer Support with extensive experience in leading cross-functional teams within high-pressure environments. Proven ability to enhance customer satisfaction and streamline operations while exceeding performance KPIs. Strong communicator with a passion for developing talent, improving workflows, and building long-term client and stakeholder relationships. Committed to driving operational excellence and contributing to organizational growth.

Overview

13
13
years of professional experience

Work history

Head of Player Support - Europe & North America

PTW/Side
Glasgow
06.2019 - 08.2025
  • Manage daily operations and ensure customer & client satisfaction by exceeding performance standards.
  • Oversee and optimise client relationships via conducting operational and strategic review meetings
  • Oversee performance management of Operations Managers to achieve KPIs and business objectives.
  • Collaborate with stakeholders to manage volume spikes and maintain operational efficiency.
  • Leverage working knowledge of local laws & practices whilst taking part in scheduling and planning of staff
  • Analyse reports and interpret data to evaluate performance and identify trends/opportunities/areas of improvement
  • Ensure effective development strategy and succession planning are in place to enable critical roles to be filled & recognition of individual talent
  • Manage & utilise performance/incentive budget to cultivate employee engagement


Operations Manager

PTW
05.2016 - 06.2019
  • Efficiently managed a team of up to 10 Team Leaders / Project managers
  • Efficiently managed resourcing to ensure SLAs are met
  • Set KPIs and development plans for Team Leads and wider team
  • Coach and train Team Lead's to ensure a first-class customer experience
  • Ensure all operations are carried on in an appropriate, cost-effective way
  • Identify, improve, and implement operational management systems, processes, and best practices
  • Formulate local strategic and operational objectives
  • Examine financial data and use them to improve profitability


Team Manager

PTW
05.2015 - 05.2016
  • Managing and leading a team of multi-cultural phone & email agents, providing technical and customer support for one of the gaming industry's leading video game developers
  • Work with team to ensure daily, weekly, and monthly KPI's are achieved and exceeded
  • Use reporting tools and analytical skills effectively to ensure client targets are achieved on an hourly basis
  • Managing underperformance with regular coaching sessions and personal improvement plans
  • Regular conference calls with client to share best practice on various aspects of the operation
  • Responsible for resource planning to ensure adequate coverage across the project at all times
  • Recognising and delivering results at short notice as per the nature of the business
  • Managing absence and disciplinaries


Team Manager

Response
10.2012 - 04.2015
  • Manage a team of 12 POD support and 6 floor support advisors who assist the operation in meeting its contractual obligations
  • Ensure team KPI's are met on a daily basis, whilst maintaining adequate floor support
  • Accurate reporting of figures to both Response senior management and client on an hourly & daily basis
  • Point of contact for Ops group in absence of Operations Manager
  • Collate and report POD Approaches to team managers
  • Ensure company absence and disciplinary procedures are adhered to and ensure that FTE levels are maintained
  • Recruitment of new staff

Skills


  • Leadership - Recognized as a strong and strategic leader with a proven ability to inspire, develop, and guide high-performing teams toward achieving business goals in fast-paced and dynamic environments
  • Staffing - Successfully established and managed high-performing multilingual teams across the UK, US, Romania, Poland, and Portugal, ensuring seamless cross-cultural collaboration and alignment with global business objectives
  • Customer Excellence - Committed to delivering customer excellence by building responsive service strategies, enhancing customer experience, and consistently exceeding client expectations across diverse markets
  • Continuous Improvement - Skilled in driving continuous improvement initiatives by analysing performance metrics, streamlining workflows, and fostering a culture of innovation to enhance quality, efficiency, and business outcomes
  • People & Process Management - Proven ability to lead and motivate cross-functional teams while streamlining processes to enhance operational efficiency, improve team performance, and achieve strategic objectives
  • Cost Reduction & Efficiency Optimization - Demonstrated expertise in identifying cost-saving opportunities and implementing process improvements that significantly reduce operational expenses while enhancing overall efficiency and productivity

Timeline

Head of Player Support - Europe & North America

PTW/Side
06.2019 - 08.2025

Operations Manager

PTW
05.2016 - 06.2019

Team Manager

PTW
05.2015 - 05.2016

Team Manager

Response
10.2012 - 04.2015

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Gary Thomson