Stuart Langley

About Stuart Langley

A Customer Experience and Contact Center expert with a proven track record partnering with leading global brands to deliver exceptional customer experiences. My strengths are problem solving; relationship building; cross cultural implementation of standardized process; team motivation and management and strong communication and interpersonal skills.Key Achievements· Overachieved targets and quotas every year in role.· Recognized with multiple awards including ‘Outstanding Cross Sell Partner’, ‘One TTEC’ and ‘Pinnacle’. · Regularly Invited to speak as a subject matter expert on Customer Experience and Contact Center Innovation at industry events and conferences including Zendesk Relate, DGI 930 Gov conference and SAP Experience Live.· Seconded to Consulting Team delivering 6-month Call Center Transformation project for leading Saudi Arabian Telecommunications company.· Designed and implemented processes to redefine the way that the company recruits bilingual agents, driving a 9.5% improvement in Customer Satisfaction and a 50% reduction in agent attrition.· Implemented a sales training program across the entire workforce taking customer service and tech support agents and developing them to consistently deliver against the client’s aggressive sales targets.

Experience

1. Senior Vice President Client Services

   Everise

   Aug 2024 — Present · FL, US

Education

• The University of Manchester

  BSc. (Hons), Chemistry

  1994 — 1997

Skills

• Service Delivery
• Operations Management
• Call Center
• Sales
• Project Management
• Management
• Vendor Management
• Marketing
• Training Delivery
• Team Management
• Leadership
• Customer Experience
• Creative Direction
• Crm
• Workforce Management
• Account Management
• Call Centers
• Process Improvement
• Outsourcing
• Bpo