“Tracey is a fantastic individual who really understands the power of emotional intelligence and the impact that it has on improving both personal and business performance. In addition to this Tracey has a deep insight to the important role that social media has to play in today’s society and consumers buying behaviour. I have no hesitation in recommending Tracey to future businesses.”
Ian Derbyshire, Chief Executive Officer, Thomas Cook UK
“I worked with Tracey to deploy a 1,500 seat contact centre platform at Thomas Cook. At all times Tracey demonstrated a refusal to allow technology to dilute the primary goal: serving the internal and external customer better. She combined an excellent understanding of technology with the ability to understand and maximise both customer and agent emotional intelligence to create a successful mix of operational efficiency and innovative response management. Good fun to work with as well.
Jon Bennion-Pedley, Bids Director, Redbridge Management Services
“Tracey is one of those people you wish you had a lot more of. Extremely intelligent, focused and professional, Tracey could take on any assignment and always got to the heart of it very quickly. She has the rare ability to put the customer at the centre of all conversations and can find solutions to problems with minimum stress. Tracey is able to bring people along with her but can stand her ground on any issue. I cannot recommend her highly enough.”
Michael Johnson, Group Brand and Marketing Director, Thomas Cook Group PLC
“Tracey is a catalyst for positive, productive and proactive energy, She’s a great team player and isn’t afraid to get under the skin of any project. She is tenacious to the core and is undeterred by negativity or what others may perceive as the impossible”
Eleanor Sheppard, Group Marketing Director, TTA Worldchoice
Tracey is a tenacious, highly personable colleague, who can move mountains in order to complete the task – no matter how hard it is. She is a fantastic networker, and uses her vast field of contacts to get what she needs, done. She is a great team colleague, whilst at the same time, very confident working on her own to a very loose brief
Simon Carter, Marketing Director, Thomas Cook
Tracey is a free spirited, pragmatic, holistic thinker and for the role she holds this is a perfect combination.
Customer experience is something a lot of people ‘talk’ about improving and ‘trying’ to do; but they tend to reverse engineer it into process that benefit the business – meaning in actual fact the customer doesn’t get a great journey after all.
Tracey breaks that mould – asking difficult questions but making sure that the business understands the benefit of customer service, not in your traditional ‘standard’ approach but with new innovative ways of dealing with customers, whilst also balancing them out with business needs. A Very difficult task to get right, but one she manages very well.
Michael Modder-Fitch, Head of Operations at Payplan Debt Management