Gillian Wrixon Rijke has worked for some of the world’s leading companies including Apple, Compaq, Citrix and Creative Labs. During this time she managed large multi lingual call centres and helpdesks. During her time as Senior Customer Services Manager in Apple Gillian achieved dramatic improvements in the customer service scores from 28%-82% and in the online store where she managed aftersales from 55-72%.
She also transformed the structure of the departments and introduced tiered levels allowing promotion and movements of the agents. Whilst managing the strategic function of the teams she also worked closely with HR in aspects such as Disciplining, Recruitment, Performance reviews and coaching. Gillian has strong expertise and experience in management development and training. She has experience as a business relationship consultancy offering support to management and staff and between customers and enterprises. She introduced interdepartmental movements of her team to facilitate their development, and she worked with agents in a mentoring scheme.
Through the mentoring scheme she worked with agents and managers training them in all the necessary skills to guide them to a senior management role. Up to 15 agents moved to management positions under her guidance and leadership. She has travelled to Europe and the United States in several of her roles presenting to VP’s and customers. Since leaving Apple Gillian has established her own consulting business See Consulting. In this business she provides Customer Support, Customer Experience and HR consultancy support to SME companies (e.g. Print and Design, Fast Food, Taxi, Investment businesses and hardware companies) who do not have a dedicated HR staff member on site, but occasionally require HR support. Gillian has taken the experience and skills that she has gained from the previous Senior roles that she has held and has tailored them to suit the smaller business. She has a postgraduate degree in Human Resources and Employment Law and has also trained as a work place Mediator”.