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Head of client service

Over 17 years working experience, I have the depth and breadth of experience in business strategy, customer strategy, channel strategy, employee engagement, organizational design, operations management, process improvement, IT consulting, eBusiness, sales management and entrepreneurship. Customer Strategy, Experience and Value Proposition She has formidable customer expertise ranging from deploying relevant customer research techniques, producing customer insights that are executable, developing customer segment strategies (CVP’s) that are measurable and deliver financial results. She has the expertise to transform customer insights into customer experience designs that deliver customer loyalty results through a user-centred design methodology. Channel Strategies and Innovation She is au fait with driving transformational strategies such as deploying ebusiness strategies in 15 different countries, across 4 continents in the form of at South African Airways, operationalizing a virtual branch and delivering profitability within a year at FNB. Very familiar with innovation; she drove the development of a new branch concept at Standard Bank She has a strong strategic capability in the development and enablement of channel strategies including but not limited to call centres, physical branches, ATM’s and mobile. Customer service, Employee Engagement and Operations Experience in managing sales teams, IT and project teams. Managed call centre operations (300-400 agents), online business operations and physical branches. Developed new revenue sources, achieved profitability of new operational environments, improved staff efficiencies and effectiveness through deliberate staff and leadership engagement practices and improving customer service. She has delivered and executed employee engagement strategies including the ability to contribute significantly to organizational design as a member of the Standard Bank’s target operating model team

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