Jackie has had a varied career improving call centre performance for leading companies

Jackie is an accomplished multi-channel, multi-market service expert, having run service centers and teams, for some of the most respected brands in the UK including British Gas, British Airways, Boden, Wolverine and A2Dominion.

Her experience is as broad as it is deep, having launched new call centers in new markets such as the USA and Germany for Boden, and dealing with the high pressure of Social Housing for A2Dominion one thing that has never changed is her passion for delivering excellent service, quality, whilst watching the costs. Jackie firmly believes there is never an excuse to deliver poor service.

Some of her achievements include:

• Hachikō: Working with the team from business set up to ensure their systems and processes are rigorous and robust through to client delivery.


• Colourstrings Books: Worked with the team to ensure systems and procedures were robust including introducing an initial customer care training programme, and multi trained the teams to ensure better productivity and work life balance. On going 6 monthly reviews ensure quality is retained.


• Crown Simmons: Following a major restructure she came in on a interim basis to start streamlining the 4 departments that had become one; this entailed incorporating the sales of homes, finance, office management and the administration of day to day running of the business.


• Telford Lodge Care: Designed and delivered bespoke training courses for all staff, improved processes and procedures which reduced costs by over 20% taking the home from a Requires Improvement rating to an overall Good in all areas.


• A2Dominon: Designed a Web portal for access by third party contractors saving tens of thousands in both administration and overhead costs, whilst simultaneously improving service. Once the portal was fully tested and ready for deployment, Jackie worked on the joint venture project to ensure a smooth and seamless transition.


• Wolverine Europe: Jackie worked on the transfer of their billion dollar Merrill foot wear business from Bristol to a prestigious London office.


• Boden: Another of her successes was driving service, quality and growth at Boden, during her eight years with the brand, there was enormous growth, Jackie was able to service this growth by rapidly expanding the UK operation by over 160% from 75 seats to over 200. She also spear headed both the Boden brand into both the US and German Markets and successfully managed both the call centers and Warehouses. She also delivered the implementation of both a new order and telephony system by detailed planning and communication across all departments. For her, resolving high level complaints is seen as an opportunity to both exceed the customers expectation and ensure the Brand is intact. She consistently broke company records both inside and outside of sale periods with excellent customer services this was achieved by training and developing her managers. (Increasing the number of calls handled by 40% but reducing the cost per call by 20% whilst improving service every day).


• British Airways: Worked with their Customer Relations Team to drive and deliver fantastic service from the start of the customer’s journey right until they returned home and were happy having had their expectations met and exceeded. She sees a complaint or feedback as an opportunity to change and drive progress.


• British Gas: Delivered their service care contracts with an estimated database of 250,000 contracts, ensuring all future planning, had correct manpower workload match and managed the call centre to strict Charter Mark requirements. She drove productivity targets and ensured her team had the tools to exceed operationally.

Jackie has always kept quality at the heart of everything she’s done ensuring that KPI expectations are not only met but regally exceeded, ensuring that costs are kept under control whilst ensuring the correct customer experience is delivered every time.