Jackie Cordy Email and Phone Number

Leading the administration team at DEKRA Automotive.

Ensuring feedback delivered to improve customer and employee experience.Dealing with complaints resulting from insurance claims in line with FSA and Financial Ombudsman Service guidance.

Managing the HR function and ensuring compliant processes adhered to. Managed a team of 5 in compliance, including legal adviser. organised corporate events, recruitment, appraisals and training. Orchestrated process to achieve IIP Gold Award.

Healing unemployed people to find jobs.

Successfully delivered a range of service support to client bases in excess of 300,000 within call centre, claims handling and technical environments.Team Leadership - Led, coached and developed teams of up to 50 service staff within a 24/7 service environment.Quality Improvement & Systems - Increased customer satisfaction levels by introducing initiatives to increase the understanding of clients needs by customer facing and internal teams. Delivering results - Implemented first contact enquiry resolution for 92% all enquiries and ensured teams met and frequently exceeded service delivery targets.Project management - Key involvement in numerous projects focused on website releases. Recognized as the focal point for customer service strategy within projects.

Working for the Department of Work and Pensions helping jobseekers back into workNov 2008 - Oct 2009 Overseeing family house restoration and family events.

Led service delivery to all customers, internal and external and ensure projects were driven by customer needs.

Division of the Daily Mail Group)UK's leading provider of geospatial mapping solutions to property professionals, such as DTZ; Reporting to the MD with key responsibilities to manage service delivery to all customers, internal and external and ensure projects were driven by customer needs.Managed Technical Support and Customer Service teams; responsibilities included monitoring team/systems performance, recruitment, training, workflow analysis and team leader coaching Implemented new procedures and established online training and internal help resource.Major involvement in Landmark attaining ISO 9001 in 2007.Prepared entry and presentations achieving a place in the finals of the National Business Awards for Customer Focus (2007 & 2008) and Regional Final of Business of the Year in 2008.Significantly increased customer satisfaction levels from 80% to 92% by call coaching, reviewing customer feedback at team training and away days and encouraging and rewarding innovation.IMPROVELINE (now Homeserve)Claims outsourcing company dealing with property repairs & claim validations for major UK insurers.

Reporting to the Operations Director with direct management of a 35 seat call centre. Responsible for improving customer service, championing customer focus across the business and key clients Managed the complete claims handling function within the company and championed customer care throughout the companyDelivered claims training for insurance companiesIncreased key client satisfaction, reducing complaints by 20%Set up a complaints handling process, training and testing in accordance with FSA regulations. Analysed data to develop efficiency and increase awareness of service level adherence, achieving call answering and customer contact service levelsDeveloped easily administered quality control processes to increase customer satisfactionMotivated teams to take ownership, enjoy work and achieve service levels

Managed the Cambridge branch, specializing in senior appointments and IT recruitment.

Reporting to the Operations Director, responsible for 30 customer service staff in Call Centre dealing with consumers, suppliers and logistics.

Reporting to Director of Operations, responsible for a team of 16 selling general insurance products.Set up outbound calling to welcome customers.Reduced abandoned call rate for inbound calls, reduced wrap up time and call waiting.Provided regular coaching of staff and team leaders to maximize teams' potential. Set up flexible, effective shift rotas assisted by recruitment of part time staff.Introduced incentives to motivate staff, team building, set team and individual targets leading to increased sales and better conversion rates.

UK provider of life insurance and general insurance products to members of trade unions.

Reporting to the Director of Finance, led a team of 14 supporting and developing systems network and telephony. The role embraced all aspects of office planning, facilities management and security, business continuity, implementation and co-ordination of IT software, hardware and telephony. EARLIER CAREER

Fixed term contract to establish pension sales compliance procedures for admin and field sales staff. Manulife Financial - Supervisory and Assistant Manager RolesRoles covering all aspects of pension transfer, claims handling and managing Call Centre help desk.

Managing a technical team to identify size of pensions opt out project and recruit and train to meet these needs.