Pragasen Maistry Email & Phone Number

Johannesburg Metropolitan Area

I am responsible for the development of CX frameworks for organisations across vertical that considers People development and skills alignment, Process development and measurement i.e., improvement, Information development i.e., statistics and dashboards linked to business strategy, Technology development i.e., automation to remove complexity from process to enable focus on the customer, Operations alignment i.e., inculcation of the customer experience strategy as a natural outcome of the business strategy into operational procedures and practices, and Voice of the Customer inputs into the customer serving value proposition. I leverage best in breed technology and insights tools to deliver CX and UX implementations, and delivery of consultancy projects within the Financial, Telecommunications and Hospitality sectors.

City Of Johannesburg, Gauteng, South Africa

I was responsible for developing, improving and AUTOMATING the operating model for a Public Hospital, including documenting and analysis of findings, producing current state and the development of future state models leveraging human centred design principals.

Johannesburg Metropolitan Area

PRO BONO WORK - Vodacom Consultancy

Sandton

Group HOD Customer Service During my time with this leading casino and experiences business which manages businesses within the hotel, resort and casino industries, I was responsible for the daily management of customer operations, hotel reception functions and associated support functions including payment platform management and customer experience program management. Within my program management function role I was responsible for the following:1. Defining the strategic direction and approach to each project. 2. Conducting research to gain a complete understanding of the problem. 3. Preparing and facilitating design thinking workshops with users. 4. Creating human-centred customer design journeys with a service mind set. 5. Collating documenting, designing and presenting artefacts from workshops. 6. Overseeing the end-to-end project management and vendor relationship management for each engagement.7. Combining business goals with user's needs to solve real problems and deliver exceptional customer experiences

Braamfontein

Within my role with this non-profit society who look after the public performance, broadcast, diffusion and reproduction rights in musical works for its members, I was responsible for the successful management of the sales, customer service and front office centers as well as back office administration and complex queries functions.

South Africa

I was headhunted by Dimension Data from Tiscali World Online to kick of its America Online project. I excelled at managing people, process, information and technology in order to deliver business outcomes in the sales and CX space and won 3 awards from Time Warner AOL in 2003 and 2004 for excellence in performance. I was then promoted to a Business Development role but opted back into operations after being involved in sale of the Vodacom call centre BPO pilot with Vodacom. After winning a permanent deal with Vodacom through the achievement of performance standards I went on to grow this business unit from 60 staff to 600 staff and I was primarily responsible for its migration of the operation Dimension Data’s downtown offices where its remains to this day generating many hundreds of millions of Rands annually.

South Africa

My role at Tiscali World online required me to manage all customer services and accounts related inquiries for this online and mobile solutions provider.

Johannesburg Metropolitan Area

I was responsible for licensing sales of the Microsoft Suit

Johannesburg Metropolitan Area

I was responsible for providing prepaid support to users via a helpdesk

City Of Johannesburg, Gauteng, South Africa

I was responsible for providing support for emerging technologies. I provided support, testing, and analysis for the digital, enhanced cordless technologies environment known as DECT.

Associate'S Degree, User Experience

Nano Degree Consulting and Design

10

Activities and Societies: Soccer