and project management roles.
About Us
Jacqui
Jacqui's career has included call/contact centre and customer services management for BT, Prudential and the Transport for London Congestion Charging Project.
An excellent leader and strategic thinker, plus hands-on implementer, Jacqui has managed some of the most demanding call/contact centre situations:
- She has managed the design and build of several contact centres.
- She has managed large multi-site teams.
- She helped a major call centre improve its service levels from 77% to 95% within one month.
- She set up the vital customer services department for the high profile Congestion Charging Project. This included designing and developing a training strategy for all Congestion Charging teams.
- She managed two contact centres operating 24/7 and was on call for crisis situations – making critical decisions affecting the security of the BT network.
- She also achieved a BT Quality Award for achieving outstanding results at a time of staff and budget cuts.
Her skill base includes customer satisfaction measurement and analysis, project management, process management (to ISO, NACOSS and EQA standards), training and development management (including training needs analysis, design and delivery). Jacqui is CIPD qualified.
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Challenge of Change Report
The “challenge of change” continues to stymie the majority of companies, say the majority of the over 840 South African senior executives questioned in our market report on change management.
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