Experience

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  Australian department of immigration and border protection

  Jul 2011 - Sept 2013

  Part of the set-up team of the European Service Centre including recruitment, training of bilingual agents, process review and improvementDeveloped and delivered refresher courses, training packages and induction programsMonitored and assessed staff performanceManaged staff underperformance via coaching and supportPresenting Australia’s policy changes and visas to aspiring migrants at expos and eventsCreated and updated internal resources and documents to simplify complex immigration policy and legislationLiaison officer with other Australian Embassies in EuropeLiaised with internal stakeholders and business areas to ensure fast and efficient resolution of customer enquiries Managed new agent nursery within the Service Centre upon conclusion of agents’ training and induction to offer support, one on one coaching and facilitate smooth transition into service deliverySubject matter expert on immigration policy Show less

  • Immigration Manager

    Jul 2012 - Sept 2013

  • Support and Development Officer

    Jul 2011 - Jul 2012
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  Diamond bank plc

  Oct 2013 - Feb 2019

  Responsible for the management of Diamond Bank’s Other Media Interaction Services within the Contact Centre which includes the following channels• Social Media• Email • Live Chat • SMS• Chat Bot Strategy development to ensure effective handling and resolution of all customer interactions received dailyDevelopment of customer engagement strategies to ensure use of appropriate engagement styles to suit each channelResponsible for agent productivity and qualityReview and analysis of group performance to identify trends and implement strategic initiatives to improve performanceResponsible for hiring, training, coaching and development of all team staff Driving a customer first approach ensuring that customer experience is foremost in all customer interactions via consistent team engagementSuccessful set up of the Chat Bot monitoring team including policy implementation and process designCollaborate with all relevant internal stakeholders to ensure all customer issues are resolved within set SLAs Show less Management of newly deployed points based customer loyalty programResponsible for daily operations of the programSuccessfully rolled out enterprise wide staff engagement to launch program, drive awareness and adoptionImplemented customer engagement plan to drive customer opt in and site sign inSuccessfully enrolled over 1 million customers into the programEffective feedback and complaint management ensuring resolution of all customer issuesCollaborated with strategic business units to ensure the program supported business revenue growth and integrated into overall customer marketing initiativesEffectively executed work plans by collaborating as needed with internal and external stakeholdersIdentification of suitable brands for partnerships and successfully set up partnerships with top airline, hotel, entertainment, retail and e-commerce brandsDeveloped campaign briefs to initiate marketing campaignsCompetitor analysis to benchmark program performanceResponsible for translating data and customer insights into actionable strategies designed to reach customers building loyalty and advocacy Show less Responsible for overseeing CX across all electronic banking channels and the Contact CentreImplemented Customer Experience strategy to support channel growth objectivesDeveloped strategies to drive customer activation and customer engagement on all e-banking touch pointsIdentified and remedied gaps in the channel acquisition process for ATMs, Mobile and Online Banking resulting in improved user experience and increased activationsMonitored customer channel enquiries to identify customer knowledge gaps and develop content for customer engagement to improve usage, customer activity and significantly decrease customer enquiriesMonitored customer channel complaints to identify process gaps. Carry out process re-engineering and optimization to reduce complaints by 20%Carry out customer journey mapping for all channelsProvided insight into customer behavior and channel usage to drive strategic focusDevelopment of engagement guides and templates to improve interaction quality and Contact Centre CX Show less Management of customer engagement for all electronic banking channelsDeveloped and implemented 12-month customer onboarding plan for all e-banking channelsContent (traditional and new media) creation for customer engagement on all channelsDeveloped and successfully implemented Youth Banking social media strategyDeployed successful youth engagement strategy using gamification to engage over 250,000 youth and reward over 1000Implemented themed monthly engagement program to drive awareness across the bank’s branch networkProvided strategic insight into customer behavior and trendsDesigned staff engagement tool to improve product knowledgeDesigned and implemented customer profiling tool to match customer needs to suitable bank productsConducted market research and competitor analysis to guide channel development/improvements. Show less

  • Head, Other Media Interaction Services

    Jan 2018 - Feb 2019

  • Customer Loyalty Manager

    Mar 2017 - Jan 2018

  • Customer Experience Touchpoint Partner

    Nov 2015 - Mar 2017

  • Customer Engagement Partner

    Oct 2013 - Nov 2015
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  Allianz

  Feb 2019 - Mar 2021

  Head, customer engagement
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  Sterling bank

  Mar 2021 - now

  • Group Head Customer Experience Strategy

    Jun 2023 - now

  • Head, Experience Design & Execution at Sterling Bank

    Mar 2021 - now