Jude Jamieson - FACILITATOR/CALL CENTRE SPECIALIST

Jude managed the national call centre for Ravensdown, overseeing sites in both Christchurch and Napier.  Over seven years she worked her way through various roles within the rapidly growing department, starting as a Customer Service Representative, then establishing and leading a second call centre team in Napier before taking charge of the whole department.  During this time she was an integral part in establishing call quality standards, workflow processes, leadership structures and call coaching sessions.

Under the tutelage of Marina Shearer, Jude's customer service team thrived and implemented an excellent service ethic and achieved great results. Jude also began delivering Marina's training to her 40-strong team and led them to achieve an overall "excellence" rating (according to the Hay Group survey) two years in a row as the centre Manager.

Jude's qualifications in journalism and communication helped her understand the importance of delivering outstanding service to every customer consistently. She is motivated by the belief that every customer interaction should be about building and strengthening a relationship that is beneficial for both your customer and your business.

Jude's strengths lie in customer service training and call observation/coaching, process establishment and implementation, service level maximisation and staff motivation.

She lives in Hawkes Bay with her husband Paul and daughter Alice.

 

Jude's qualifications include:

 

 

"Jude has years of experience observing staff and offering practical advice to

 improve on their skills. She was an integral part of building the customer  

service standards for our department through the establishment of our  

coaching guide and also developed and presented training sessions on the art  

of delivering superior customer service. Jude has a fantastic working  

knowledge of how an inbound phone-based centre operates and was able to  

improve our team's performance through a focus on continuous staff

development and streamlining workflow processes through making the best

use of technology."

Clair Baker, Ravensdown