Experience

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  Jetlink express limited

  Aug 2009 - May 2011

  Flight attendant
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  Emirates

  Jun 2011 - Jan 2018

  Cabin supervisor

  Emirates is the largest airline in the Middle East, fourth largest airline worldwide and is recognized as the world’s most valuable airline brand. It operates to more than 160 destinations around the globe from its base in Dubai.Optimized cross-selling and upselling of ~$100,000 worth of group products such as Arabian Adventures, Dnata Services, Emirates Holidays, Marhaba Services, Imagine Cruises, Sky Cargo, Emirates Airlines Foundation, among others while ensuring consistent brand and product delivery for customers.Captured flight, customer, and team information on the Customer Relationship Management system and exercised overall responsibility for medical care, medical reports, and medical response inflight Show less

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  Africa bluezone customer services limited

  Feb 2018 - May 2019

  Principal customer experience consultant

  A consumer services, recruitment, and talent management consultancy in Real Estate & Construction, Hospitality, Education, Communications, Marketing, and Investments.Demonstrated leadership by setting up the firm, driving collaboration with business unit teams, and onboarding local and international clients in the Hospitality, Leisure, Real Estate, Interior Design, and Non-Profit sectors. Steered and promoted solutions and ensured the team delivered proactive initiatives to develop a business pipeline and identify opportunities. Built bespoke curriculums and carried out customer service training for clientele staff and CxO executives. Show less

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  Endless africa

  Jun 2019 - Jun 2020

  Head of strategic partnerships

  A lean agribusiness start-up with an impact focuses on food security through smallholders in coffee, rice, and corn value chains. A portfolio company of Investment Manager - AG Group International. Led the sales and business development department to ensure delivery and receipt of 80% of goods in the inventory. Provided tactical insights to improve sales forces productivity and drive lessons learned initiatives to continually improve pursuit strategies

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  Savannah informatics

  Jul 2020 - Jun 2021

  Senior customer experience consultant

  Customer experience consulting for the software-based healthcare company that runs SLADE360.Steered and effectively trained entire relationship management teams and conversion of the call center into a productive contact center. Spearheaded document creation, process mapping, and customer journey mapping all while identifying and investigating possible operational risks involving all interactions across Omni-Channel - phone, email, WhatsApp for Business, webchat, chatbot, social media, etc.Reviewed quality service delivery in the contact center thus an increase in interactions from 37% to 71% surpassing set targets through consistent monitoring activities, regularly screening of incoming and outgoing customer calls, and review of written responses. Quality control testing to ensure those customer activities are handled professionally, knowledgeably, and in accordance with company policies and procedures.Enabled a customer-centric culture; rolled out company-wide initiatives, analyzed staff quality scores, and identified immediate remedial action and training gaps all while conducting live/remote listen-ins with each staff to check performance in real-time. Continuously explored ways to improve the efficiency and effectiveness of business processes and procedures all while liaising with other business teams to conduct customer focus initiatives and obtain feedback from customers. Show less

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  Rainforest alliance

  Jul 2021 - now

  I serve as a liaison between business, users, and technology. My day-to-day sees me maintain excellent relationships with global users, leaders and stakeholders. I steer continuous product discovery, business requirements and document gathering, 3 - 5 year product strategy and planning.I often collaborate with enterprise architects, business analysts, product owners and engineering teams to build an effective product roadmap to deliver measurable business and user value.I lead thorough internal and external reporting while collecting, analyzing, and presenting data, and taking part in the creation of advocacy positions and messages.I create and maintain functional solution concept documentation and participate in system design (UX), global testing, and validation of test results. I collaborate closely with Knowlege Management to develop and update training and e-learning materials; and support global rollouts (internally and externally) in validation and implementation. Show less Prioritized the strategic delivery of digital solutions and provided valuable input on leadership and direction of customer success. Actively provided the voice of the customer input to company processes and policies. I successfully troubleshoot user experience challenges and offered technical support to partner companies all while leading the adoption of new systems for the business partners.I also pursued opportunities to increase customer satisfaction and deepen partner relationships; manage day-to-day client interactions; set and manage expectations by ensuring clients achieve a clear understanding of deliverables, dependencies, and risks. I supported trade partners through the global supply chain and traceability platforms all while approving trademark requests for the Brand, logo, and seal usage by partner companies.Expertly advised leadership on customer experience strategies, initiatives, and emerging issues to enable customer-centric decision processes. Steered market research programs that inform the review and enhance customer services and service delivery models that provide information for marketing initiatives in the region. A strategic lead and regional marketing liaison who provided support for the organization and prioritized training of business partners on the brand systems and platforms.I led cross-functional strategies; managed relationships with key external partners and leaders all while influencing engagement in customer success stories, operational metrics, and results across the organization. Show less

  • Product Manager, Producer Value

    Jan 2024 - now

  • Associate Product Manager, Smart Farm Management

    Sept 2022 - Dec 2023

  • Senior Associate, Customer Success - East & Southern Africa

    Jul 2021 - Aug 2022