I am a Mother, Writer and CX Professional. I love using my knowledge, skills and abilities to advance CX values in the workplace, communities and more specifically, in Sub Saharan Africa.I do have vast experience championing CX in private sector and government for more than 15 years.
I have worked in customer-focused roles for 15 years in various capacities, with government and multinationals in various industries; that is, Telecommunications, Aviation and currently with the Financial Services sector.
I have employed key tools in these roles to ensure success; focusing on best in class industry trends needed to exceed customer expectations. I have deployed voice of customer campaigns, centricity campaigns, tracked customer metrics from service levels to Net Promoter Score, Customer Satisfaction Score, Customer Effort Score, and other relevant quality ratings for individuals, units, and the organization. I have driven customer-centric initiatives in order to get organizations to a more centric culture.
I have led organisations to record high CX metrics achievements as well as the participation and winning of gold and silver awards in the International Customer Experience Awards 2021 for NSSF where I am currently working.
My desire is to influence collaborative efforts towards a standardised Customer Experience in more organisations in the African region.