Jodie Natasha Boswell

Knowledge Specialist (Secondment) - Current

• Successfully collaborated with diverse stakeholders to align on key deliverables.
• Developed and delivered engaging presentations to support business objectives.
• Conducted quality analysis with meticulous attention to detail, ensuring high standards.
• Proficient in agile methodologies; effectively managed and resolved a backlog of processes.
• Demonstrated exceptional time management skills, consistently meeting or exceeding deadlines without compromising on efficiency or effectiveness.
• Maintained a track record of timely project completion, often delivering ahead of schedule.
• Worked with colleague I'm not familiar with to reach a 1 week publication deadline, with 1 day notice. Mapped the process in Visio, built in Storyblok, Quality Analysed and published all within 5 working days.

• Serve/ Resolve: My first job role at Virgin Media. I am multi-skilled to provide 360 customer satisfaction, and resolve 100% of problems on the call, or within the SLA time frame I/ or the company has advised.

• Complaint handling: I worked for 4 months on the complaint queues, complaints also gave me confidence in my conflict resolution, so much so that my Resolve manager has never received a single escalation from myself, as I resolve everything myself.

• Outbound Dialler: When I am asked to help, I pride myself on dependability, and so I never turn down an opportunity for something new, or a new project and to broaden my experience. The dialler tested me mentally, but my ability to talk with confidence, assured my customers I would help them, and resolve their complaint.

• Unity trials: Unity is the 10GB fibre trial in Ireland. I was picked to join the trials for our new customers. I was part of the new team and was given access to new tools, best one being plume.

• Bereavement & Critical Illness: These customers have a checklist of companies to ring, and so being caring, quick and efficient is key, and I've delivered. There is no room for mistakes when handling a bereaved customer, it is essential your work is 100% your best. It was temporary, and by month 3 I'd been offered the role permanently. I've been here ever since.

• Worked well independently and on a team to solve problems
• Served as a friendly, hardworking, and punctual employee
• I cleaned to a high standards as on a daily basis, important visitors would visit the call centre
• Took on additional responsibilities during staff shortages demonstrating flexibility and commitment.
• Utilised eco-friendly products to maintain a safe, chemical-free environment.
• Responded swiftly to emergency situations requiring immediate clean-up to minimise disruption.
• I really enjoyed being a cleaner and appreciate others may overlook this role, but it holds importance.

• Maintained up to date knowledge of all retail promotions
• Mentored junior cashiers and new employees
• Took stock of all inventory items for week by week deliveries
• Fast paced environment, and customer facing
• Collaborated with store manager to identify fast-selling products and restock accordingly.