I am a results‑driven executive leader with over 20 years of experience in customer service, business management, operations, and process innovation across Africa and international markets.
My career includes 15 years at Samsung Africa, where I led regional customer service, systems development, process innovation, and operational excellence across 52 countries. I specialize in transforming operations, optimizing systems, and building data‑driven solutions that improve performance, reduce cost, and elevate customer experience.
I now offer my expertise as a freelance consultant, helping businesses streamline operations, build scalable processes, improve customer service, and leverage data for smarter decision‑making.
Core Services Offered:
Customer Experience & Service Operations
- CX strategy development, execution & monitoring
- Call centre setup, optimization & performance management
- KPI/SLA design, reporting & governance
- VOC management & NPS improvement
- Service network expansion & partner performance management
Business Intelligence & Reporting
- Excel dashboards (advanced, dynamic, automated)
- Tableau BI development, domain setup & admin
- Power BI reporting & data modelling
- Root cause analytics & performance insights
- Data normalization, structuring & process alignment
Process Innovation & System Development
- SOP creation, auditing & implementation
- Workflow redesign for efficiency & cost reduction
- API integration (iPaaS), system enhancement & troubleshooting
- Warranty logic, repair process optimization & logistics improvement
- Agile project management & system rollout
Project & Operations Management
- BPO sourcing, RFP setup, vendor onboarding & transition
- Cross‑functional leadership & team development
- Strategic planning & operational execution
- Market research & business analysis
- Training development & delivery
I support:
- Corporates needing operational or CX transformation
- SMEs requiring structured processes and reporting
- Startups needing scalable systems and customer service foundations
- BPOs seeking RFP support, setup, or optimization
- Companies wanting BI dashboards or data‑driven insights
- Organizations needing interim leadership or project execution
Engagement Models:
- Project‑based consulting
- Monthly retainer
- Short‑term or long‑term contracts
- Remote or hybrid
- Advisory & strategy sessions
- Hands‑on operational execution
Location
Johannesburg, South Africa
Available for international / regional travel and global remote work.