Jacqueline Moore

With over 30 years of experience in sales, marketing, knowledge management, service
delivery, and transition management, I am a highly competent and adaptable
professional, exceptional customer service and people skills, strong organisational
abilities, with a keen attention to detail, my self-motivation and passion, combined with
a positive can-do attitude, drive me to go the extra mile, In the most recent years I have
gained significant experience in managing customer centric services and the transition
of these into business support processes, across ServiceNow and Microsoft dynamics
enterprise platforms.
Key Achievements:
- Redesigned onboarding processes and created comprehensive checklists,
improving the customer onboarding experience and boosting customer
satisfactions scores by 35%.
- Exceeded monthly service delivery KPI’s by ensuring consistent communication
and timely resolution of customer issues.
- Championed and led cross functional meetings with operations, customer
support and technical teams to align service delivery strategies with customers
needs and expectations.
- Received recognition for strong work ethic, infectious enthusiasm, and
personality, fully committed to continuous improvement with a courteous and
professional approach for all customer solutions, ensuring needs were always
met and beyond all expectations.
- Consistently achieved a 95% customer rate by resolving customer related issues
promptly and effectively.
- Identified and mitigated potential risks in service delivery, ensuring compliance
with organisational standards and safeguarding customer satisfaction.
- Reduced knowledge searches for critical information by 35% and increased
employee adoption of knowledge from 60% to 90% within 5 months through
targeted training

Acceptance into Service and Transition Manager - Microsoft Dynamics
 

SCC - Specialist Computer Centre.             [April 2013-Nov 2024]
- Leading service owners, project teams, support managers, change management, and
infrastructure teams, providing guidance, mentoring and performance management to
ensure high quality service utilising ServiceNow and DevOps toolsets for the delivery of D365 ERP Applications, Financial Operations, Power Platform [Project Operations and Power Management Engine] Identifying and mitigating risks within agreed timelines through collaborative discussions with the technical and support application teams.
- Developed and implemented comprehensive project processes and due diligence
checklists to guide the teams through the transition stage, ensuring consistency
accountability and successful project delivery, ensuring the impact of developmental
changes was considered throughout the project lifecycle.
- Championed a culture of continuous improvement by refining and optimising service
transition processes to enhance efficiency and performance, creating Progress
Checklists and action Plans, weekly progress update meetings, meet objectives and
ensure project timelines are on track.

Applications Service Delivery Manager - ServiceNow
 

SCC - Specialist Computer Centre
- Managed and resolved successful ERP [SalesHub] system implementations by
aligning internal teams, ensuring seamless integration with existing business
processes, and achieving on time delivery.
- Created Acceptance into Support Document Templates for Onboarding of New
Customers and [AIS] Acceptance into Service for new/existing service and applications
customers for SME/Project Managers to complete.
- Monitored performance by creating dashboards with daily progress updates ,
managing incidents and requests across 1st, 2nd and 3rd line support levels, providing
hands on assistance, resolving complex issues and escalations to ensure efficient
service delivery and customer satisfaction.
 

Knowledge Manager - Team Leader
 

SCC - Specialist Computer Centre
- Created and deployed a centralised knowledge repository, streamlining and reviewing knowledge information, and ensuring version control was updated and maintained.
- Facilitated the promotion and adoption of the [VA] virtual agent in ServiceNow,
ensuring high levels of customer satisfaction through regular meetings and
expectations of needs to aid continual improvement through 1-1’s and training.

2nd Line Service Desk Analyst Team Leader
SCC - Specialist Computer Centre
- Leading and managing a team of 2nd line analysts handling complex IT incidents and
requests through ServiceNow, ensuring high quality service and customer satisfaction.
- Championed and lead the development of process and system documentation,
developed, and maintained documentation for troubleshooting procedures and best
practices improving call avoidance by 20%.
 

Customer Call Agent Team Leader
Once UK Limited

 [Sept 2009-March 2013]
- Lead, motivated and supported customers with technical printing issues, providing
information on features, functions, troubleshooting and resolving customer complaints.
- Facilitated a highly efficient and coordinated team by providing product training and
actively contributing to the upkeep and retention of ISO 9000 certification.
- Prioritised and addressed service issues ensuring resolution and feedback.
Customer Service, Telesales, Marketing Executive
 

Yellow Pages Sales Ltd

 [Oct 1991-Aug 2009]
- Developed strong relationships with internal and external stakeholders through
telephone, email and face to face interactions, aiding with enquiries, complaints, and basic troubleshooting.
- Conducted bi- weekly workshops for myself and team members to ensure compliance
with service delivery processes.
 

Travel Consultant
Lunn Poly Travel Agent

 [May 1988-Sept 1991]
- Interacted directly with customers to understand their needs and researched various
tour operators, providing tailored recommendations based on their needs.
- Assisted customers with travel disruptions, cancellations delays and lost tickets,
rebook accommodations or transportation to minimise inconvenience.

Archbishop Ilsley RC school

1983-1988
- English and Maths [Grade B], Geography and History [Grade C],