Stuart Mckerracher
Edinburgh,Scotland
Summary
Driven professional with a strong background in people management, effective decision-making, and operations management. Demonstrates exceptional skills in effective communication, critical thinking, and complaint resolution. Proven ability to lead teams, manage projects efficiently, and optimise organisational processes. Adept at time management and committed to driving success through strategic project management and team leadership. Skilled in developing and implementing strategies to improve customer satisfaction, increase product adoption, and drive revenue growth. Excellent communication and interpersonal skills with a passion for delivering high-quality customer experiences and driving product success.
Overview
18
18
years of professional experience
Work history
Customer Experience Manager
OYNB Ltd
Edinburgh, Scotland
01.2021 - 10.2024
- Manage day-to-day operations for our four-member, international customer service team.
- Manage day-to-day operations for four large social media community spaces, which contain between 50,000 and 100,000 members.
- Manage day-to-day operations for a six-person sales executive team. Driving peak performance from the sales representatives, and continuing to improve the user workflows and automation for a better client journey.
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics, and goal achievement.
- Lead, mentor, and manage a high-performing customer service team, fostering a collaborative and motivational working environment.
- Reduced process lags by supervising 4 customer service representatives, assessing performance, identifying training needs, and organising development plans.
- Increased KPI performance to a consistent 96% CSAT, month on month.
- Designed a new customer-facing, AI-first approach to our business. Vastly improving our speed to resolution.
- Coordinated between departments to ensure smooth customer interactions.
- Host weekly L10 meetings with key business stakeholders to review business performance vs. targets, and strategise to our growth targets.
- Investigated complex issues comprehensively, resolving them quickly and efficiently.
- Strengthened relationships with key clients, ensuring repeat business and referrals.
- Drove improvements in product knowledge across the team, improving sales performances.
- Identified individual staff development needs and arranged appropriate training.
- Engaged with external stakeholders to facilitate development and delivery of key customer initiatives.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Enhanced team performance for better customer experience through regular training sessions.
- Developed standard operating procedures to streamline customer service operations.
- Reduced resolution time with effective complaint handling strategies.
- Cultivated environment to encourage continual process improvements.
- Supported front-line sales teams with well-coordinated administrative operations.
Customer Experience Representative
OYNB Ltd
Edinburgh
01.2019 - 01.2021
- Enhanced customer satisfaction by addressing and resolving complaints effectively.
- Collaborated with team members to deliver exceptional customer service.
- Provided timely resolution of issues to enhance customer relations.
- Participated in weekly team meetings to discuss strategies and performance improvement plans.
- Conducted regular follow-ups with customers post-resolution, cementing brand credibility.
- Developed strong relationships with customers to build loyalty.
- Demonstrated empathy whilst handling difficult customer interactions, fostering trust.
- Streamlined communication channels for improved customer engagement.
- Maintained comprehensive knowledge of products and services to advise customers accurately.
Education
Mental Health First Aider - Mental Health
NHS
United Kingdom 03.2021 -
Retail Skills Sales Professional Advanced Level 3 Diploma - undefined
CITY & GUILDS
01.2013 - 12.2024
SVQ Level 1 - Activity Leadership
Edinburgh Telford College
Edinburgh 08.2008 - 05.2009
Skills
- People Management
- Effective decision-making
- Operations management
- Effective Communication
- Critical Thinking
- Complaint resolution
- Organisation
- Time management
- Project Management
- Team leadership
Accomplishments
Project Managed the launch of the OYNB Monthly Subscription
Top 10 Customer Heroes Awards 2023
Languages
English (Fluent)
References
References available upon request.
Timeline
Mental Health First Aider - Mental Health
NHS
03.2021 -
Customer Experience Manager
OYNB Ltd
01.2021 - 10.2024
Customer Experience Representative
OYNB Ltd
01.2019 - 01.2021
Retail Skills Sales Professional Advanced Level 3 Diploma - undefined
CITY & GUILDS
01.2013 - 12.2024
SVQ Level 1 - Activity Leadership
Edinburgh Telford College
08.2008 - 05.2009
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