5 minutes with Jacqui Sumner

Organisational Development Director

Fav thing about the office

It’s an office full of creative geeks with great banter, what’s not to love!

As a child I wanted to be a ... when I grew up

An actress

Guilty Pleasure(s)

Trash reality TV

Favourite Holiday

Walking in Wales if I am feeling energetic, Crete if I need a rest!

If I had a superpower it would be...

Mind Reading

Describe yourself in three words or less

Fun, nurturing, efficient

An interesting fact about me

My first car was a Humber Sceptre, which started my obsession with cars

Likes

Thai food, long walks with my dog, creating ideas with post it notes!

Favourite Band

I’ll listen to pretty much anything I can sing along to

Karaoke Jam

Islands in the stream, Dolly Parton

What I do at Q2Q:

My role is essentially support Andrew (the MD) with defining the overall business strategy and financial budgeting, then to design and deliver cost effective process and organisational change strategies, managing positive change in support of Q2Q’s future growth plans.

I work with the team to ensure there is continuous organisational performance improvement that is always customer centric, ensuring they are working collaboratively and efficiently, coaching them individually and as a team to bring out their best performance in supporting our customers.

Background and Achievements

The majority of my career has been in the mad world of Fashion, on the planning and operational side. In my previous role as Operations Director for a Heritage Menswear brand, I was responsible for the end to end journey of the product, from range planning, through sourcing, production, quality control, logistics, warehousing and customer service. Some of my key achievements in this role were improving on all delivery and service KPI’s, improving quality performance from 10% rejects to 1%, and delivering a significant number of process improvements across the team, whilst also delivering a saving on costs of 10% on overheads.

• As this role spanned so many disciplines, it enabled me to focus on my true passion, which is process improvement and people development, so my proudest achievement was introducing a Continuous Improvement Project Team to the wider business, bringing a positive change culture based on a combination of ideas including Appreciative Inquiry and Solution Focus tools. The workshops we developed empowered people to solve problems cross functionally, and considerably improved communication, collaboration and efficiency, whilst making savings to the bottom line. These workshops have formed the basis of the tools I now incorporate into Q2Q, and offer as an additional consultancy service to Q2Q customers.

Hobbies and Interests

Walking with my dog, and eating out with family

Get to know Jacqui Sumner, Q2Q’s helpdesk supervisor – and one of our newest team members – with this speedy team Q&A.

 

·         Describe your role at Q2Q in one paragraph

As helpdesk supervisor, I ensure that our customers are at the forefront of the day-to-day work we do. I am the first point-of-call for any enquiries, dealing with them efficiently and professionally. I also have responsibilities in the accounts side of Q2Q, handling the purchasing of items for our clients and seeing that background tasks run smoothly.

·         What's your favourite part of the job?

Dealing with a variety of customers every day and knowing that every call will be different.

·         What does it take to be a great helpdesk supervisor?

A good helpdesk supervisor needs to be organised, attentive and great at customer service, along with having strong interpersonal skills, focus and adaptability.

·         If your colleagues could sum you up in one word, which word would they use?

Cheerful (hopefully!)

·         What did you want to be when you were growing up?

Teacher, pilot, lawyer, journalist…I could never make my mind up!

·         The phone rings and it's your dream enquiry – who would the client be?

Will Smith – he’s so positive and dynamic, that I’d be happy for weeks afterwards.


·         What are your hopes for Q2Q over the next 12 months?

That we continue to grow, improve and provide the best possible service to our customers. 

·         If you could pick any 3 words to describe Q2Q, what would they be?

Fun, dedicated and professional.

 

5 minutes with Jacqui Sumner