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A dynamic leader uniquely blending Customer Experience (CX) expertise with advanced Analytics, bringing over 19 years of experience driving strategic transformations, leveraging data insights, and enhancing customer engagement. Skilled in managing end-to-end customer lifecycles, optimising operational KPIs, and employing innovative CRM strategies to elevate retention and loyalty while delivering exceptional customer experiences informed by actionable data.
A strong advocate for continuous improvement, I have consistently driven initiatives that refine processes, improve team proficiency, and elevate service quality, leading to measurable gains in customer satisfaction (CSAT) ,and loyalty. My proven track record includes developing VOC programs like NPS (Net Promoter Score) and CSAT, journey mapping, and transitioning to advanced technologies to deliver seamless customer experiences.
