During her time at British Airways she 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.
Designed a Web portal for third party contractors for A2Dominion 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.
At British Gas PLC she 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.
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 spearheaded the Boden brand into both the US and German Markets and successfully managed both the call centers and Warehouses.