Will Stewart

Promoted to next level; business title subsequently changed from Partner Manager → International Vendor Manager → Senior Vendor Manager
Manage a global portfolio of outsourced Customer Service operations across 11 BPO sites supporting Spain, the Netherlands and Sweden, with responsibility for operational performance, KPIs, commercial/cost management, compliance, continuous improvement and new-site sourcing and launches.

Global Outsourcing - Initially managed outsourced Customer Service operations supporting the UK market before taking responsibility for Spain and subsequently expanding scope to the Netherlands and Sweden. Managed BPO performance, operational KPIs, partner relationships and improvement initiatives.

Led Customer Service teams across the UK and Ireland, managing associates and leads. Also undertook interim responsibility managing Team Managers, providing leadership across multiple teams and supporting operational performance and people development.

Coaches employees to maintain strong performance and customer service standards.

• Develops team capability through regular coaching and day-to-day guidance.
• Supports customer service excellence through structured coaching and focused development.
• Built and maintained courteous and effective working relationships.
• Trained and mentored employees to maximise team performance.

Progressed into a leadership role supporting associates, operational performance and day-to-day Customer Service delivery.
Promoted after approximately three months with Amazon, taking responsibility for supporting and leading Customer Service associates while supporting them with customer issues handking escalated contact and monitoring KPIS and SLAs

• Managed complex customer complaints, facilitating satisfactory resolutions for both parties.
• Created comprehensive reports on team performance, customer trends, and service levels for senior management.
• Facilitated team meetings to discuss targets, share best practices, and encourage open communication among team members.
• Conducted regular performance reviews, providing constructive feedback and personal development plans to team members.
• Trained new staff on company policies, product knowledge, and customer service best practices, ensuring high-quality service.
• Led a team of customer service representatives, fostering a supportive and efficient working environment to enhance performance.

• Joined Amazon in customer service, then advanced into a leadership role within 3 months.
• Provided excellent support and guidance on complex complaints with empathetic communication.
• Handled complaints calmly and professionally, delivering suitable solutions to sustain satisfaction.
• Resolved customer service enquiries quickly and accurately.
• Managed difficult customers with empathy and patience to de-escalate tension.
• Addressed escalated complaints with diplomacy and acknowledgement to protect satisfaction.
• Resolved customer queries via phone and email.
• Answered product-related questions and supported feedback and complaint handling.