Enabling customer operations for businesses in diverse industries, developing brand strategies, customer experience initiatives and taking these from strategy to execution to enable continuous improvement.

Disclosure Africa is a learning development company using world-class methodologies to change mindsets. We enable people to do their best and work with others, at their best. Our purpose is to create agile, purpose-driven thinking.

As part of Nodube - Service Management, I work with businesses to translate their CX strategy into practical change that has a lasting impact.

Designing the customer experience interface channels and interactions for a small startup business in the manufacturing and construction industry.Dealing with the customer service, billing and customer satisfaction processes for the business.

I work on a number of projects that are related to business improvement, communications and operational support. I gather data from various departments in the business, MI, Quality and then perform research such as Voice of Customer (VOC) and Voice of the Agents (VOA) sessions, focus groups and interviews to understand business problems and then workshop solutions to implement improvements.

Business 2 Business MarketingPlanning and Executing Telemarketing Campaigns,Defining Campaign Targets,Team management and support,Business Process Design,Reporting on campaign success and highlighting of challengesImproving efficiencies within the Campaigns team.Managing retentions and related service requestsImplementing new tools and support processes by authoring business requirements and requesting system development and SDLC.Understanding campaign strategies and providing input to integrated marketing campaignsProvide Input to customer journeys and experience and working with the customer value management team to improve profitability of the base and retention.

Managing the Sales and Profitability of a Portfolio of Training Courses that were being marketed to Corporates and Businesses.

I was responsible for implementing projects to improve the application and enrollment of new customers for cheque accounts and other products.• Document Design and Implementation,• Document Format Management,• Document Content Control and version control,• Document Design and Formatting,• Information Mapping and Capturing,• Project Management,• Preparation of Research Brief and Documentation• Business Analysis,• Business Process Design,• Preparation of Training Material.

I was responsible for the day to day management of the department and the strategic project outputs as well as staff management. The high-level duties are as follows:• Project Management,• Marketing and Product Management,• Procurement Management,• Staff Management and Managing Performance,• Risk Management,• Operational Management and Branch Support,• Financial Management and Variance Reporting,• Management Reports and developing sources for MIS,• Product Development,• Business Process and Training Material creation,• Channel and Stakeholder Management

As a Business Analyst I was responsible to map out the processes and required changes for statements in terms of the production processes as well as implementing the conversion to email.• Project Management,• Risk Management,• Operational Management and Branch Support,• Financial Management and Variance Reporting,• Management reports and developing sources for MIS,• Product Development and Vendor Management for SLA’s,• Business Process and Training Material creation,• Channel and Stakeholder Management and integration.

The BSS position was an operational as well as project management role where we had re-launched the product and dealt with the day to day operational processes and managed changes and updates to the system for deployment by IT each month.• Project Management,• Operational Management and Branch Support,• Management reports and developing sources for MIS,• Product Development and Support,• Business Process and Training Material creation,• Training of Sales and Support Staff on product features,• Competitor Analysis on positioning, features and pricing,• Managing External Research (Focus Groups and Research Company briefings),• Support for Cell-phone Banking sales.

I was responsible for implementing a new design for cheque account statements that would provide improved transaction legibility and assist with budgeting and customer financial management.• Project Management and Coordination,• Business Case development, presentation to EXCO for sign-off and implementation,• Operational Management and Branch Support,• Management reports and developing sources for MIS,• Business Process and Training Material creation,• Product Design and development of brochure material for training and customers.

I was the marketing assistant to the PR and Communications Manager at FNB Credit Card and had the following duties:•Event Management and Internal Product Launches,•Producing Press Releases and documents for internal communications,•Re-designing the Intranet Site for FNB Credit Card division,•Support on promoting the values for the FNB Credit Card corporate culture,•Business Process and Training Material creation,•Copy-writing of internal communications, presentations to general management and newsletter articles

I was responsible for managing the budgeting process for the entire First Card (all 52 cost centre’s at the time) and managing the financial spreadsheets for the product managers to forecast their revenue and expenses:•Managing and administering the annual First Card budget process,•Creating and maintaining the budgeting and financial models (income),•Variance reporting on expenditure and income (Budget vs. Actual),•Project managing the collating, verification and finalizing the budgeting figures before presenting the budgets to EXCO,•Communicating with stakeholders regarding the reduction of budgets and increases in income targets.

I started my career at FNB at the Private Labels Call Centre and then got promoted to the Administration department and then moved to Legal collections where I had dealt with attorneys.