Catherine Bomett Email & Phone Number

Lagos, Nigeria

Oversee and enhance customer experience to boost business growth through improved satisfaction and loyalty across touchpoints:Specific deliverables/ achievements;- Grew incremental revenue by 50% through various business campaigns and initiatives.- Led a project, achieving 50% churn reduction, enhancing customer retention and loyalty. - Formed a data/research team for insight-driven decisions, boosting service satisfaction by 29%. - Directed 1000 staff, fostering high performance, cutting attrition by 16%.- Collaborated cross-functionally, ensuring legal compliance, resulting in no penalties incurred.

Nairobi, Kenya

Responsible for developing, implementing and continuously improving on the d.light Africa customer experience strategy to improve business value.Specific deliverables/ achievements- Established Outsourced Contact Centers in Nigeria, Tanzania, Ethiopia - Devised retention strategy for 4 countries, enhancing payment culture, satisfaction, renewals.- Achieved high contract renewal probability of .89 and low delinquency of 4%.- Revamped Aftersales Model, cutting repair time from 5 to 1 day.- Raised Contact Centre first call resolution from 81% to 92%

Kenya

Planned and directed all aspects of the companies' operational policies, objectives, initiatives. Responsible for the attainment of short- and long-term financial and operational goals to ensure future growth.Achievements- Implemented Outsourcing model for Contact Centers with SLAs – cut cost per call by 62% to $.27.- Network Redesign - saved 68%, $240,000 annually. - Enhanced Warehouse Efficiency - 40% lease cost reduction. - Data Cleanup - improved clean data by 46%. - Introduced Task Fundi - a tech support platform, akin to Uber, for locating nearby technicians instantly.

Kenya

Lead customer-centric programs, fostering internal customer focus and identifying opportunities to enhance customer experience, as an Airtel executive lead.Achievement- Achieved 14% above target collections, 3rd among 17 African countries. - Surpassed Socially Devoted benchmark in 2 months: Facebook 94%, Twitter 82%. - Raised Call Centre CSAT to 85% from 75% through quality campaign. - Successfully launched Airtel Premier Club

Kenya

Oversaw all Pan African Customer Service operations, spearheading a five-model retail strategy and initiatives while managing directors, managers, training, quality, and project implementation.- Devised Africa strategy for diverse touchpoints, expanding to 1000+; designed tools for strategy measurement and tracking.- Spearheaded complete establishment of an outsourced customer experience centre in Rwanda, encompassing all aspects from inception to operational readiness.- Honoured as Airtel Star of the Year 2012.

Kenya

Led and managed a team of Customer Service personnel and ensured optimum performance and efficiency. Defined processes and service levels agreements (SLAs) and Operational Level Agreements (OLA’s) based on ITIL standards. Was able to improve service delivery from as low as 68% to an average of 91%.

Kenya

I defined Zain Group's customer contact strategy through collaboration with local Zain operations and HQ departments, enhancing efficiency and synergy across Anglophone Operations. Achievements encompassed implementing the Global Customer Contact Strategy, boosting CRM effectiveness by 15%, and successfully launching a profitable Loyalty Program and a new call center in Ghana within set timelines.

Kenya

Implemented and monitored company policies and procedure, recruited and selected new employees and acted as a Human Resource liaison for West, East & Central Africa office

Kenya

Established and oversaw the first international outsourcing call centre in East Africa, subsequently influencing the domestic market to a new and innovative method of executing business.

Kenya

Pioneered Kenya's inaugural domestic call centre in collaboration with Vodafone. Accomplishments encompassed implementing Key Performance Indicators (KPI) for staff performance tracking, elevating the customer service department from a rudimentary entity to a renowned establishment, and leading the development of an efficient ERP system to enhance customer service operations.

Executive Education, Advanced Management Program

Bachelor Of Commerce, Marketing & Tourism Management, Marketing