Consultant with a focus on Consumer Services. Led projects relating to Customer Experience, Business Process Design and Process Improvement. Experience includes the following
Utility Company, Customer Service Transformation Programme – Initiative Design and Delivery Consultant
• Analysed data to understand the position of the customer service department. Amongst others, looked at performance, root cause, resolve times, reasons for customer contact and complaints, repeat complaints.
• Identified and analysed transformation initiatives to improve the client’s customer service and complaints management process and performance.
• Developed new processes, trained teams and rolled out transformation changes to improve performance.
Utility Company, Customer Complaints Management Improvement Programme – Business Process Architect
• Conducted data analysis to understand and provide insight to Executives on team performance, root cause analysis, complaints and customer satisfaction score.
• Identified and developed 21 transformation initiatives to improve the client’s complaints management process and performance, cutting down the number of complaints and resolution time.
• Led the analysis of the current state of the complaints process and developed the target operating model by identifying areas for improvement and making recommendations.
• Established and maintained relationships with key team managers involved in complaints management.