Country and multinational group management experience in the financial services industry. Customer Service, Leader, Program Executor, Problem Solver, and Advisor. Also Entrepreneur.
Actionable advice to build customer experience, loyalty, and retention, ultimately improving your bottom line. I implemented a service recovery framework across 12 international markets within the Barclays Africa Group, resulting in an immediate 43% improvement in complaints resolution turnaround time by year-end.
Are there areas in the processes in your business that are broken, failing, or creating bottlenecks that just impede on your productivity or efficiency? Does your problem solving technique not give you desired results? Book time with me! Initiated and led root cause analysis to resolve process errors and improve processes, curtailing $93,000 worth of errors.
Practical advice on how to get a view of how well your products/services meet or surpass your customers’/clients’ expectations, and translate this into actions that maintain or further build satisfaction depending on the different customer positions on the satisfaction scale. Provided oversight and guidance over internationally accredited Customer Satisfaction Measurement exercises across 12 international markets within the Barclays Africa Group, resulting in 11% improvement in the region’s Net Promoters Score from the measurement’s inception. Piloted an initial measurement model within a country-wide business.
Management information is a necessity towards achievement of your strategy and objectives. How do you optimize the production and utilization of management information (MI)? Is the frequency, nature, and integrity of those reports ideal, or do these reports sit on the shelf unused or under-utilized? I will give you practical advice on how to boost your output through optimal reporting and translation of management information into strategic and/or tactical action plans to boost your bottom line. Drove customer service management actions across 12 international markets through analysis of targeted management information and stakeholder engagement to address product/process/system/people issues.