Freddy Chetty Email & Phone Number

Etobicoke

Voice of Customer Program, Customer Experience Analytics, Actionable Insights, Customer Experience Planning, and Strategy, Experience Improvement and Design (journeys, touchpoints, and channels), Experience Performance Assessment and Management, Customer Experience Program Design, Implementation and Management, Customer Value Management, Customer segmentation, Digital Experience.

Toronto, Ontario, Canada

Natural Gas, Green Energy, Electricity and Energy Management solutions for large companies’ business efficiency and growth.

Toronto, Canada Area

AccomplishmentsCreated a master Customer Experience program including:• Developed a bespoke methodology with custom designed templates for the client’s ecosystem.• An Atlas which helped to organize and reflect the client’s customer lifecycles, departments, channels, segments and naming conventions tied to acquisition, retention, growth and ROI.• Reviewed and revised the customer journey maps, adding in ethnographic research as well as Voice of the Customer, Employee insights, KPIs and CX metrics.• Created maps to cover key elements of the customer experience, B2B and B2C. • Blueprinted and piloted To-Be journey maps for new products and services.• Created a strategic dashboard for performance tracking.• Identified roadmap of actionable initiatives based on insights.

Al-Riyadh Governorate, Saudi Arabia

• Drove profitability by designing and implementing customer experience programs for a telecommunications company offering landline, mobile, web services, and computer networks with USD 14B in annual revenue.• Improved the customer experience by implementing a robust voice of customer (VoC) program from insights captured via feedback from website, email and mobile surveys, focus groups, social media, support agent notes, and external research.• Exceeded customer service expectations by designing a seamless experience program that reflected the entire customer journey.• Enhanced web-based sales by using customer journey analytics to improve the digital experience and multichannel engagement.• Developed and managed a net promoter score (NPS) program, including data collection, benchmarking, goals, plans, and reports.• Resolved customer pain points by employing customer journey mapping with VoC insights.• Tracked customer experience and customer experience metrics.• Reduced operational costs and increased customer satisfaction by automating and closing the loop processes.

Toronto, Canada Area

• For a primary Telecom Client, drove customer retention via creating and implementing a churn prediction model, research on employee experience and customer loyalty program effectiveness, and improving customer service.

Toronto, Canada Area

• Increased customer retention for cable television and phone services by integrating insights from competitive intelligence and deploying engagement programs for a Canadian telecommunications and mass media company with USD 10B+ in revenue.

Montreal, Canada Area

• Designed a customer acquisition strategy for a mobile network operator subsidiary of Rogers with USD 912M+ in revenue.• Secured new customers via implementing impactful go-to-market plans, channel distribution strategies, training, and sales tools.• Exceeded customer acquisition targets and reduced costs by deploying multi-channel advertising campaigns and conversion.

Northern Area, Bahrain

Designed client specific marketing offers to support account managers achieved sales targets.Improved areas of client service dissatisfaction.Provided customer behavior and competitive insights in product design and development for key accounts.Drove value improvement for business segments with Marketing programs• Managed the client experience, including all touchpoints from initial engagement to retention, for the largest telecommunications company in Bahrain with $1B+ in revenue; identified clients’ business needs and offered wireless and internet solutions.• Oversaw the full cycle client management process, including onboarding, product usage, expansion, and problem resolution.• Increased sales by developing product expansion opportunities, marketing programs, and business cases.• Advised internal stakeholders on developing new client programs based on research that revealed unmet needs.

Northern Area, Bahrain

• Enhanced customer loyalty and retention by designing and implementing targeted promotions and rewards programs.• Reduced customer turnover by collaborating with Finance and Billing in identifying and resolving pain points.• Improved products by developing actionable insights from mining data about customers and competitive behavior.

Northern Area, Bahrain

Marketing representation in cross-functional business and technical teams to implement enterprise data warehouse for BIDesigned and implemented processes for Marketing BIWorked with IT to design customer DataMart for customer behavior intelligence Worked with IT for Data Governance to ensure data quality • Implemented an enterprise-wide data warehouse for business intelligence, including designing policies and procedures.• Improved the accessibility and use of customer behavior intelligence by developing a data mart with the Technology Department.• Ensured data quality by maintaining and updating data governance policies.

London, England, United Kingdom

• While at Cable and Wireless Communications (later acquired by Liberty Latin America), enabled revenue growth through improved customer engagement by leading B2C marketing for a telecommunications company with approximately $1.8B+ in revenue.• Enabled sales growth via enhanced customer retention by designing and launching best-in-class digital marketing promotions.• Enhanced brand perception and loyalty by leading an impactful brand awareness campaign.• Trained and developed high-performing marketing employees.

London, United Kingdom

Worked in cross-functional teams: • Modernized order to cash processes by implementing an integrated customer relationship management (CRM) and billing system.• Improved operational efficiency across sales, customer service, billing and collection, call center and service installation.

Master Of Science - Msc, Management Sciences And Operational Research

Offers a broad knowledge of business whilst specializing in the area of operations management. This program does not focus solely on one.

Post Graduate Diploma, Marketing

The CIM Postgraduate Diploma in Professional Marketing develops creative, innovative and entrepreneurial strategic thinking to respond.

Bachelor Of Science - Bsc (Honours), Applied Computing

Provides a strong grounding in the theory of computing science, as well as gaining experience and skills in problem solving, data science.