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 27 years of leadership experience across the globe having headed up large operations with numerous contact centres driving customer growth and delivering customer services for blue chip organisations. These teams delivered a variety of omni channel services across numerous industries and verticals.
I have a thorough working knowledge of both traditional and new innovative contact centre platforms and solutions, having led numerous complex contact centre transformation programs including the related project and change management components. I have worked in and designed operating models that included a combination of offshore, onshore, inhouse and outsourced teams delivering multi-channel customer engagements across the B2C and B2B markets.
More recently my roles have been focused on delivering large transition and transformational projects incorporating continuous improvement programs with digital transformation. I flow naturally in any organisational structure and have a wealth of experience operating in matrix structures, having led and co-ordinated teams across a wide variety of business management disciplines.
A strategic people centric professional that fosters results driven environments that are built on a culture of trust, inclusivity and collaboration.
Experience
-
Deloitte
Operations Director - EMEA & Americas
101 - 500 Employees 2022 - Current
Education History
-
Bachelor of Commerce
University of South Africa
1995 - 1998
Qualifications
Six Sigma
