Tracey Jack-Rowe

• Demonstrated strong problem-solving skills to navigate diverse challenges effectively.
• Achieved personal KPIs while supporting overarching team objectives.
• Handled customer queries to enhance understanding of client accounts.
• Ensured compliance with industry regulations in managing client accounts.
• Established client relationships through consistent, high-quality service delivery.

Executed inbound and outbound calls for debt collection on behalf of energy provider.
Set up payment plans, ensuring manageable solutions for customers.
Maintained priority service register by updating essential customer information.
Provided signposting for debt advice, guiding clients towards support services.
Booked smart meter appointments to improve service delivery.
Changed meters to prepayment formats based on client requirements.

Oversaw and managed team to ensure successful targets were met.
Set goals and objectives while providing guidance to achieve targets.
Monitored team performance, delivering feedback and coaching as required.
Resolved conflicts and issues within the team promptly.
Collaborated with departments and stakeholders to enhance communication.
Conducted recruitment and training for new team members.
Implemented strategies to boost team productivity and efficiency.
Performed regular evaluations to assess team member performance.

Produced detailed reports for daily management information, ensuring accurate performance assessment.
Optimised refund procedures via a purpose-specific reporting system implementation.
Devised an efficient care line with pertinent questions aiding swift agent recovery.
Engineered a directive 121 document standardising departmental operations.
Teamed up with training to devise future team manager content, evaluated in customer services.
Established a coaching framework specifying goals and schedules for Smart coaching initiatives.
Compiled guidelines for Senior Advisers and managers on executing productive meetings.

Engaged in development of complaint management technology, attending workshops and designing business systems.
Identified root causes of complaints through data analysis, leading to trend identification and reduction efforts.
Generated weekly stakeholder reports outlining complaint resolution strategies and outcomes.
Completed Respond training for logging complaints; facilitated team transition training to new procedures.
Launched a new complaints team within Sky department; made sales calls for replacements and warranty upselling.
As senior team leader, provided performance insights at site meetings regarding departmental objectives.
Collaborated with Indesit in weekly meetings assessing complaint impacts following tumble dryer recall.