Stuart Fisher

2020 – 2021: Continuous Improvement Project Manager

2015 – 2020: Senior Collections & Customer Service Operations Manager

2012 – 2015: Collections & Customer Service Operations Manager

2013 – All Staff TUPE’d from Telefonica O2 to Capita

2008 – 2012: O2 Customer Service Team Manager

2006 – 2008: O2 Customer Service Advisor

• Led and developed Continuous Improvement Project team to deliver and exceed project and change deliverables and milestones of a high-profile company wide, multi-international location, system and process transformation programme covering, voice, webchat and back-office functions
• Continuous Improvement Champion – Being the face of delivering positive change and embedding a culture of embracing change and development
• Encouraging and embracing approach to adopt change across multiple locations and areas
• Applied expertise in project and change management methodologies to keep teams aligned through collaborative approaches and supported and developed their knowledge and skills
• Set up and rollout support of new contact centre sites, including UK and Offshore in India
• Customer journey and process mapping to ensure new processes being introduced were fit for purpose and improved the customer experience
• Gathered and analysed customer centric data, created and designed reporting based on raw data
• Using customer data from NPS, Speech analytics, customer complaints and employee forums to identify opportunities to improve the customer journey and experience, proposing changes to process, procedures and systems
• Presented and created weekly project progress reports and presentation to multiple levels of stakeholders including SLT
• Continuous Improvement of onshore and offshore operations – Including performance management, supporting, and developing the operational managers to drive service delivery and improve collections activity
• Outlined and executed strategic risk avoidance and mitigation plans to keep projects aligned with overall objectives
• Change Management and implementation – Assessing and agreeing changes required, assigning workload, owners and stakeholders, and supporting and managing delivery team to ensure any changes are delivered efficiently whilst remaining compliant to all existing processes and procedures
• Worked in partnership with operational areas, communications team, Learning & Development and senior leadership to ensure a supported and well communicated change and project management experience across all areas for all changes being introduced
• Designed, delivered and implemented training programmes and induction and onboarding experiences
• Business readiness for new products, services and phased system improvements to ensure operational areas are equipped to deliver
• Designed and implemented robust continuous improvement plans to ensure the successful delivery of change into BAU
• Stakeholder engagement & relationship management - Ensuring Key stakeholders are kept informed whilst building a trustful and meaningful relationship with key stakeholders to enhance collaboration and minimise challenges
• Project Progress Reporting – Delivering project updates through presentations to Senior Leadership & Key Stakeholders and incorporating changes into project workflows
• Analysis of customer journeys and identify improvements - Managing the insights gained from the insight analysts and the operational delivery managers in service to identify areas for improvements to be recommended to the stakeholders and programme team
• Analysing customer complaints received and negative comments on customer surveys to identify pain points and process improvements to reduce complaints and improve customer satisfaction

• Review existing processes and design and scope changes including designing new processes from scratch
• Support the operational areas with implementation of new changes and process updates
• Analysis of customer journeys – Identifying areas of failure and improvement
• Collating insight to support pain points from the operational areas to recommend changes to stakeholders
• Stakeholder Management and relationship building
• Reporting of all active changes and progress of project changes

• Led and developed highly effective collections and service operational areas of circa 260 FTE
• KPI & SLA delivery- Ensuring all KPIs and SLAs were being delivered on including regulatory compliance
• Led, coached and developed a team of Operations Managers to drive efficiencies across the operational areas to support customers who were vulnerable and in debt
• Developed both pre-arrears and arrears collection strategies in partnership with client’s collection priorities
• Led multi-channel collections activity, telephony, digital and outbound dialler teams
• Stakeholder management and engagement
• Escalation points for customer complaints, HR policies and in building Health & Safety

• Led a team of 7 operational Team Managers to drive effective performance and efficiencies across the Operational area
• KPI delivery – Ensuring all Team Managers were delivering to ensure that my own KPIs were being met and exceeded
• Coached and developed both 1 on 1 and in groups to help shape and develop world class service

• Led a team of 15 agents to drive, coach and deliver KPI performance
• Coached and developed both 1 on 1 and in groups to help shape and develop world class service
• 121 meetings, coaching sessions and Team meetings held regularly

• O2 Customer Services Front Line agent answering queries for Pay Monthly Customer Services
• Handled Customer Complaints, calmly, professionally and providing appropriate solutions