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],