I am the customer! My passion is customer. I am a problem solver, with experience in customer management and specialization in customer strategies including Insights, Spatial Analytics, Root Cause Analysis/ Continuous Improvement, Market research, Customer Experience measurements (Net Promoter Score, Customer Satisfaction, Loyalty, Effort), Quality Assurance, Management Information, Social Media and Customer Relations. In my 20 years of experience in corporate I have equipped myself with a vast amount of knowledge on all levels including ten years in various management roles. I spent 50% of my banking career in the branch network with success in operations (optimizing profit) as well as sales management. I have in-depth Call Centre experience including RCA (Six Sigma methodologies), Quality Assurance and insights management. I have a proven record of developing and implementing customer strategies (including customer strategy implementation in African countries) as well as the execution thereof. In 2016 I obtained a Master’s degree in business administration which has broadened my thinking around solving business problems including the link between profit and customer satisfaction, backed by a Bcom in Marketing management and a Black Belt in Six Sigma. In 2017 I joined Comair (British Airways/ Kulula) heading up Customer Experience looking after Customer Experience/ Customer relations and the Social Media team. Although the airline industry is quite challenging, I have already proof that a strong customer experience culture through relationship management can be a determining factor. In just two years at Comair we as a team have managed to be recognized by the Orange index as the best South Africa airline (within the British Airways brand – delivering exceptional customer experience, as voted by the customers) and in 2018 kulula made its appearance in the top three as well. I also lead the Customer Relations team where we have implemented a successful Quality assurance model which led to reduction in complaints and escalations due to the quality improvement. We have established a Social media team in 2019 who started responding to customers on fulltime basis and within three months of establishing the team we have achieved 99% responses within one hour.
My main role as a passionate customer advocate is to make our customers lives easier (internal & external).