Stuart Atkinson

WORK HISTORY

EDUCATION

SKILLS

ABOUT STUART ATKINSON

Dynamic and energetic Digital Transformation Specialist, with extensive experience across a wide range of industries and communication techniques. Analytically minded; I enjoy finding practical and diverse solutions to technical and organisational challenges. Able to operate successfully in complex, dynamic, high-pressure and ambiguous business environments. transforming people, their tools and services away from reactive strategies towards a more customer-centric, proactive model.KEY ACHIEVEMENTS• Awarded the title of UK National Contact Centre Award for Social Media Manager of the Year For 2015. Achieved the Silver Award, in the 2015 European Contact Centre Customer Service awards, for best social media in customer service. • Reduced customer query response times from 4 hours to close to 10 minutes through employing, coaching and developing a team of dedicated social media specialists.• Sitting on the group wide Social Media Steering Group; leading and influencing all other areas of Barclays Bank globally, in best practice in Social Media compliance. Within the role I created and implemented a robust quality assurance model to ensure all front-line agents were monitored and are measured produce the highest quality outputs.• In 2014 I grew the capability across our social channels by 109%; triaging 236,337 tweets and Facebook comments for customer service comments. There were 78,403 replies with an average of 1218 replies per agent per month. This was double the previous two years together.