Summary
Overview
Work history
Education
Skills
Languages
Accomplishments
References
Timeline
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Stuart Walmsley

Southport,Merseyside

Summary

Accomplished leader in customer experience with a strong focus on quality assurance and team management. Demonstrated success in staff development and stakeholder collaboration, driving operational strategy through data-driven enhancements. Expertise in training program development, vendor management, and change management, aimed at optimizing customer journeys and business outcomes.

Overview

14
14
years of professional experience
2
2
years of post-secondary education

Work history

Customer Insight, QA & Business Improvement Manager

Virgin Media O2 Business
Manchester, UK
08.2022 - 08.2025
  • Led teams of 80+ staff across onshore and offshore including QA, Install & Field operations, reporting to Director of SOHO.
  • Using data from QA, NPS, and CSAT data to create projects to improve customer experience, streamline processes and ensure regulatory compliance across the business.
  • Developed and implemented enterprise-wide customer experience and QA transformation projects across sales, care, and faults directly resulting in a YoY improved NPS performance of 40pts .
  • Chaired weekly commercial trading sessions with director-level stakeholders, reviewing commercial performance, reviewing operational strategy across all key business divisions.
  • Project led the re-launch of Order Management induction and in-life training courses leading to an improvement in staff engagement and improved speed to competency, leading to induction being shortened by 5 days and reducing attrition in early life recruits.
  • Designed and implemented a performance management framework for Order Managers, integrating QA scoring, behavioral insights, and coaching plans to improve admin accuracy, process compliance, and customer experience; delivering a 49% reduction in order-related errors whilst creating a culture of ownership within the teams.
  • Working collaboratively with 3rd party partners in the field to ensure smooth installation and construction journeys.

Logistics & Customer Service Manager

WLC Online Auctions
Southport, UK
01.2019 - 07.2022
  • Oversaw logistics and customer care departments, enhancing delivery fleet operations and staff management.
  • Implemented best practice models to ensure consistent digital customer experience.
  • Managed global customer service communications and complaint resolution processes efficiently.
  • Provided comprehensive training across sales and service teams while managing rotas and warehouse operations.
  • Redesigned digital customer journey, boosting TrustPilot score from 2.8 to 4.8 within 12 months.

Global Quality Manager (Maternity Cover)

TripAdvisor
Oxford, UK
01.2018 - 01.2019
  • Directed CX and QA performance across vendor sites in USA, Europe, and Asia.
  • Led a team of 15 QA agents, overseeing more than 95 staff indirectly.
  • Collaborated with VP and Executive team to identify critical CX and revenue strategies.
  • Produced high-level reports and presentations for global stakeholders and senior leadership.
  • Designed QA matrices and process documentation for various communication channels.
  • Revamped outbound sales processes, significantly increasing conversion rates and revenue.

Senior Call Centre & Client Services Manager

The SMART Group
Melbourne, Australia & Durban, South Africa
01.2012 - 01.2018
  • Directed strategic campaigns and sales teams across Energy and Food Services sectors in two countries.
  • Developed and implemented 'Pathways' training program to nurture leadership talent.
  • Expanded business operations from 40 to over 250 staff in Melbourne; launched and established Durban center successfully.
  • Managed critical client relationships while ensuring regulatory compliance at all service touch points.
  • Recruited and trained new staff, whilst also being responsible for creating or improving training materials provided by clients.
  • Achieved recognition as youngest Campaign Manager in company history, promoted from agent to senior leadership within 14 months.

Education

Higher National Diploma - Leadership & Business Management

Melbourne University
Melbourne
09.2015 - 09.2016

Diploma of Higher Education - Biology, Chemistry, Physics, Psychology

Southport College
Southport, Sefton
09.2007 - 06.2008

Skills

  • Leadership in customer experience
  • Effective communication
  • Quality assurance design
  • Team management
  • Staff development
  • Stakeholder collaboration
  • Training program development
  • Vendor management
  • Data-driven process enhancement
  • Change management strategies
  • Operational strategy planning
  • Customer journey redesign

Languages

English
Proficient (C2)

Accomplishments

  • Winner of Virgin Media O2 Business "Shout" award in 2024 for innovation and work ethic.
  • Reduction of critical QA failure rate from 56% to 4% at VMO2 over the past three years.
  • 40pt increase in NPS performance after continuous improvement campaign.
  • Youngest person promoted to Campaign Manager at the SMART group.
  • Creation of "Pathways" - a training and development program resulting in several key business leaders.

References

References available upon request.

Timeline

Customer Insight, QA & Business Improvement Manager

Virgin Media O2 Business
08.2022 - 08.2025

Logistics & Customer Service Manager

WLC Online Auctions
01.2019 - 07.2022

Global Quality Manager (Maternity Cover)

TripAdvisor
01.2018 - 01.2019

Higher National Diploma - Leadership & Business Management

Melbourne University
09.2015 - 09.2016

Senior Call Centre & Client Services Manager

The SMART Group
01.2012 - 01.2018

Diploma of Higher Education - Biology, Chemistry, Physics, Psychology

Southport College
09.2007 - 06.2008

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