Expertise
- Customer Experience
- Customer Service
- Continuous Improvement
- Customer Retention
- Acquisition
- Digital Transformation
- Change & Transformation
- Operational Consultancy
- Operational Efficiency
- Sales Through Service
- Shared Services
- Consultancy
- customer value management
- Telecom Consultant
- Contact Centres
- contact centre technology
- contact centre training
- Omni Channel
Summary
I have over 25 years of leadership experience across Africa, India and the United Kingdom having headed up large contact centre operations driving customer growth and delivering customer services for blue chip organisations. These teams delivered a variety of omni channel services including customer services, retention, acquisition, retail, and technical support.
I have a thorough working knowledge of both traditional and new innovative contact centre platforms and solutions and have worked in and designed operating models that included a combination of offshore, onshore, inhouse and outsourced teams delivering multi-channel customer engagements across both the B2C and B2B markets.
More recently my focus has been delivering large transition and transformational projects focused on incorporating continuous improvement programs with digital transformation. I have collaborated and operated across key stakeholder functions including IT, IS, PMO, operations, sales, distribution, finance, procurement, and CVM on both the client and partner side.
A strategic thinking customer centric professional that can engage at all levels and translate the organizations vision into working solutions. Adept with Prince, Agile and Lean Six Sigma methodologies.
Experience
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Deloitte
Operations Director - EMEA & Americas
100+ Employees 2022 - Current
Education History
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Bachelor of Commerce
University of South Africa
1995 - 1998
Qualifications
Six Sigma
