Exceptional customer-orientation demonstrated by a track record of developing and implementing performance-driven customer experience initiatives that promote a customer-focused company culture and deliver measurable results leading to the achievement of corporate objectives. Ability to analyze existing customer-facing processes and redesign them to deliver enhanced customer experiences. Excellent influencing, written and verbal communication skills and the ability to articulate a clear vision and represent it convincingly. Strong business acumen, sound business judgment and decisiveness required to manage conflicting priorities and trade-offs. A diplomatic yet assertive style with unquestionable ethics, a flexible personal style and ability to balance an effective process orientation with a strong appreciation for deliverables and a keen awareness of the necessity for quick and decisive action in a fast-paced environment. A reputation among peers, client executives and managers as trusted subject matter expert with demonstrated knowledge in world class customer service excellence, call center operations and IT solutions.High energy and the ability to energize employees at every level of the organisation. Experience working in shared services environments where people and processes outside one’s direct control need to be influenced to achieve objectives. Background developing and implementing appropriate standard controls and methodology to manage costs while delivering exceptional customer service.Specialties: Corporate performance & operational effectivenessMystery shopping, satisfaction surveys and benchmarking program managementChange management and strategic planningCustomer service excellence, training and consultancyCustomer feedback managementBusiness & process improvementVOCKey account relationship managementExecutive reporting and statistical analysisProject management and customer service improvementStrategic sales and market planningMarket research and data analysis