Jamie Smith

I focus on improving service quality, compliance and customer satisfaction. I monitor and evaluate agent interactions, deliver constructive feedback, and recommend process and training improvements to close skill gaps.

I design and deliver induction, onboarding and campaign-specific training, and I facilitate refresher and upskilling sessions to address performance issues. I provide one-on-one and group coaching concentrating on soft skills, systems and product knowledge to ensure agents are ready for campaign requirements.

My background includes hands-on customer service roles where I handled escalations, refunds, order tracking and customer queries, giving me strong frontline insight into customer needs and common operational problems. I compile QA reports and performance analyses that drive continuous improvement and support business performance.

I adapt quickly to new systems and processes (including SAP S4/HANA FIORI), thrive in fast-paced service environments, and take pride in promoting a culture of excellence, fairness and ongoing development. I am committed to delivering measurable improvements in agent performance and customer experience.