Cornelia V. Email and Phone Number

End-to-End Customer Experience Design – driven by collaborating with Consumer (B2C) and Enterprise(B2B) business unitsDigitization and Automation of Key Customer Journeys – in collaboration with IT and Risk Customer Experience Measurement and KPI setting across the businessOperational management of the Call Centre environment across Consumer and Enterprise, which includes WFM, QA, Staff Management of In-sourced centers, Outsource Partner Management, Back Office Management, Social Media query management, Continuous Improvement, CX Reporting, Best Practice Research, Retentions and Service Recovery. Risk Management and closure of any audit findings across customer touch points, including RICA, POPIA and ISO9001Retention Management across the customer base

Role Purpose: To ensure simple, elegant customer experience cross all touch points, while maintaining operational standards aligned to ISO 9001. Staff Compliment: 80 Responsibilities:My area of responsibility is to re-imagine the customer experience across Vodacom. To do this effectively, my team comprises of 4 divisions namely:Customer Experience Design including journeys and processes to deliver simple, optimised interactions using Design Thinking and LEAN Six Sigma methodologies Transformation rolling out the latest technology to enable customer experiences and optimise operational deliveryChannel Readiness, which includes knowledge management and user experience testing Call Centre Support which comprise of Reporting, Quality and Workforce ManagementDesign Thinking training roll-out across the organisation Achievements:New operating model implemetation Top 10 Customer IssuesCall Reduction ActiveOps back office efficiency programmeChatbot ISO Re-certification PoPI Risk identificationWFM: Forecast accuracy within 5% tolerance on all main call centres MIS: Automation of all routine reports using QlikviewQuality: Launched interaction analytics and speech analytics to drive insights

Driving End-to-end business process improvements to improve efficiency resulting in cost savings and revenue upliftManage Business Analysis, Call Centre Quality, Work Force Management, Knowledge Management, Communications and Change Management means to ensure successful, measurable business improvements across Call Centre, Retail and Online environmentsDesign and implement new operating model and organisational structure to support the business in new marketsDelivering high quality customer interactions across internal operations and outsource business partners; assessing quantitative and qualitative trends, driving customer satisfaction, and recommend call deflection Providing insight and direction to improve operating performance and customer behaviour; utilised commercial modelling techniques to assess impact of different spend and usage patternsResponsible for PoPI (Protection of Personal Information) Project Implementation and ISO9001 certification

Definition of Customer Journeys and Business Process to drive implementation of optimised processes through IT Systems - Oracle Siebel (CRM); BRM (Billing) and OPH (Product Catalogue)Responsible for Change Management on the IT Implementation of Oracle stack, aligned with company strategy of Unmatched Customer Experience; building business case to support project buy-inWorking collaboratively across all units to drive high quality customer service improvements in processes, systems and product outcomes; successfully minimising service disruptions and maximising satisfaction ratesMentoring and leading a team of 30+ professionals empowered to achieve high standards in performanceDirecting four competency areas to achieve business goals: Governance Office in compliance with ISO regulations; Business Transformations Office for change management; Customer Experience Design to execute future growth, and a Customer Service Implementation to execute on transition roadmap

Identifying and executing long-term strategic plans for improved customer experience; hiring, training and leading a cross-functional team of 40+ Business Analysts and Solution Architects; including an Oracle Siebel Implementation for Prepaid CustomersAnalysing gaps and trends for improvement opportunities; designing end-to-end enhancements in processes, systems and policies to support business vision for the sales and operations Playing key role in team tasked with the redesign of the SA operating modelManaging and controlling budgets and negotiating high value contracts; building collaborative relationships with internal and external teams to deliver a customer centred approach

Collaborating with 21 operating companies as well as outside vendors across the organization to deliver of standards and solutions across Group IT, including a BI Solution in Ghana, Uganda and Cote d’IvoireConducting IT maturity assessments and evaluating financial analysis, functionality and regulatory compliance across South Africa and Middle East for proposed solutions; delivering strategy for optimal infrastructure including investigating options for IT Outsourcing