Cindy Nankoo Email and Phone Number

Adding value and helping Entrepreneurs become unapologetically masterful. I am a highly organised, resourceful and dedicted professional with over 16 years experience working in large international organizations, in roles ranging from Executive Assistant to Customer Experience Project Manager.

I am a virtual assistant serving expert business support to small and medium-sized companies. I manage my client’s daily operations and long-term projects. As a result of what I do, entrepreneurs have more time to prioritise their goals, grow their business and increase their revenue. I’m looking to work with entrepreneurs who would rather spend their valuable time working on integral aspects of their business, taking it to the next level. Here is how I can help you:• VA Services• Project Management• Customer Experience• Administration• Social Media• Event Management

Direct, plan and execute strategic, long-range, complex and diverse Customer Experience projects that span the organization and have direct and high organizational impact to implement an overall improved Customer Experience. - Gather business requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, user stories, scenarios, business analysis and workflow analysis.- Document or map customer journey maps targeted for change both current and future state, as well as the next steps and other related outcomes.- Ensure projects are delivered on time. The project’s content is Customer Experience initiative based.- Organize, facilitate and conduct project and / or steerco meetings.- Build change management expertise in throughout the organization (all levels of staff) by sharing tools and methodologies, coaching leaders to recognize and minimize resistance and building change management learning opportunities formally and on the job. - Create follow up/adoption plans. Tracks, analyzes and communicates outcomes of changes and provides recommendations to the business as well as follow up activities that will ensure the long-term success of all implemented CX initiatives. - Collaborate with support functions subject matter experts such as (but not restricted to) Training, Marketing to ensure that training and marketing content is accurate and thorough. Evaluates the results of training programs and modifies future programs to enhance effectiveness. - Primary focus is on managing, supporting and implementing CX projects aimed at addressing and improving CX. Projects may include incorporating regulatory requirements (eg. Customer Conduct, PPR, KOFI), increasing CX measurement, Culture Change initiatives.

My core responsibility is administering the facilitation of all complaints that is addressed to the Johannesburg Branch from various sources.- Concise complaint resolution and documented trend analysis and reporting.- Contribute towards drafting and implementing the Complaints Management Framework to align toPPR.- Engage with Brokers and stakeholders on all matters relating to complaints.- Develop and implement corrective action by means of “dissolving” complaints.- I provide MIS support to the Head of Operations for the Johannesburg branch – including but notlimited to compiling Management reporting, providing analytical support, by means of “drill-downs”and root cause analysis on our branch’s performance.- Managing Agencies and their compliance to legislative requirements.

My core responsibilities is providing MIS support to the Head of Operations for the Johannesburg branch for Hollard Broker Markets (HBM).- I provide analytical support, by means of “drill-downs” and root cause analysis on our branch’s performance.- I support a team of Broker Consultants and Business Development Managers with statistical reports on their portfolio’s performance, which enables them to track measurements and engage in productive discussions with their Brokers.

I provided analytical support to the development and implementation of an integrated Customer Experience Strategy and Action Plans for SBIS Operations, whilst ensuring the Customer Experience objectives are aligned to the Group initiatives, Treating Customers Fairly (TCF) Requirements, external benchmarks and industry standards.- One of my core responsibilities was to analyse and manage Root Cause Analyses through the internal Complaints Resolution Centre (CRC) with intent to identify gaps and areas of improvement that would ultimately improve our Customer Experience.- Conduct Customer Journey Mapping to understand the Customer’s experience when interacting with our process, identify areas of improvement and recommend changes that would have a favourable impact on our Customers.- Manage and implement initiatives that enhances Net Promoter Score (NPS) awareness.- I was the adoption lead that managed the implementation of a Bank owned system that allows for a “single-view” of Customer. As well as attending Governance forums relating to the system.- Providing incident management support of all problems relating to the system.

- Providing professional and efficient assistance to Head of Insurance Operations- Compile and distribute monthly, quarterly and annual Exco and Board reports- Compile strategy presentations and documents- Plan events and conferences for the entire Operations division that had a headcount of 520 staffmembers- Campaign management for various staff incentive programs- Manage daily office and diary management duties- Timeous distribution of accurate minutes and key action points as discussed at meetings andstrategy planning sessions, as well as being accountable for the execution of action points by teammanagers- Handling and managing of escalated complaints.

- Provide professional assistance to Senior Manager- Compile and distribute monthly Manco reports- Plan events and conferences for a department that consisted of 130 people- Manage daily office and diary management duties.- Timeous distribution of accurate minutes and key action points as discussed at meetings.

- Servicing and Selling Product Features and Benefits on 9 different products Retention of Customers by re-broking policies.- Professionally servicing customers- Complaints handling