Jacki Fullerton Email & Phone Number

Tynemouth, Gb

Newcastle Upon Tyne, England, United Kingdom

Guiseley, West Yorkshire, United Kingdom

Acted as a subject matter expert to the business covering smart meters, prepayment, complaint resolution, revenue and debt management, customer care, billing - everything energy. Setting up a new contact centre to enable the launch of a home energy business including the recruitment and training of staff.Leadership of the operation service inspiring and empowering individuals within the team to deliver excellent customer service.Developed strong partnerships with key stakeholders, clients, customers and colleaguesImplementation and utilisation of key metrics to identify trends, manage failure demand, ensure maximum productivity, improve quality, introduce cost reduction initiatives, debt management and adherence to KPIs.Implementation and management of an effective and robust performance management framework to improve quality, customer experience and productivity, driving high performance through key metrics and rewarding personal achievementsSupported the implementation of new solutions to drive continuous efficiencies and service improvements. Actively contributed to the long term development of the service.Promptly identified and mitigated against business/service risks and issues, problem solving, creating processes to follow once resolution has implemented Management of workload across all customer contact channels ensuring staff resource is optimised at peek periods and short falls are mitigatedContribution to the overall budgetary management of the service level, working closely with the service leadIdentified and contributed to ongoing service improvements and supported increased profit margin practicesEnsured adherence to statutory and regulatory requirements internal policies and procedures, to meet timescales and requirements of the businessAbility to react promptly and efficiently to resolve issues as and when they arise

Sunderland, United Kingdom

Motivation and development of staff. 15 to 25 direct reports Coaching one to one to ensure excellent customer outcomes and delivery of KPIsExperienced in account management, complaint resolution, pre payment, debt recovery, revenue management, small and medium business account management, smart metering and the development of additional products.Comprehensive understanding of regulation and compliance within the energy industry, and the ability to act quickly in a fast moving, customer focused environment.

Managing Safely, Iosh Managing Safely

O-Levels And A-Levels

Activities and Societies: Math, English literature and language, History and Geography