City of Johannesburg, Gauteng, South Africa
Seasoned customer experience (CX) strategist, I've helped numerous businesses revolutionize their approach to customer experience in the B2B and B2C space. My expertise lies in identifying pain points, developing personalized solutions, and implementing transformative changes that drive loyalty, retention, and revenue growth .Proven ability to strategically apply artificial intelligence (AI) to enhance work processes, inform decision-making, and drive innovative problem-solving. This encompasses expertise in utilizing AI-driven tools, streamlining workflows through automation, interpreting AI-generated insights, and envisioning the transformative potential of AI within the function or industry.
Helping Customers Scale with Agentforce & Customer 360
I excelled in driving CRM sales opportunities and enhancing customer relationships, leading to measurable impacts on revenue and satisfaction. • Developed and executed a targeted sales strategy, resulting in a 30% increase in new sales opportunities within my territory. • Acted as a trusted advisor, aligning ServiceNow’s solutions with clients' Customer Engagement and CRM roadmaps. • Presented CRM Workflows offerings at industry events, establishing ServiceNow as a leader in customer engagement solutions.
Developing and maintaining strategies in the Intelligent Customer Experience Go to Market. Ensuring revenue and gross profit targets are achieved. Conducting research across business, economic climate and trend analysis within the CX industry. Enhancing internal and external service levels and overall customer experience. Managing relationships with customers, partners and third party suppliers. Driving business development expansion and promoting the Intelligent Customer Experience Go To Market within. Enterprise Accounts with focus on new logos, net new sales, customer retention, renewals and customer success. Primarily responsible with identifying of solutions or service specific opportunities in the Customer Experience domain by articulating solution led outcomes. Responsible for selling complex Customer Experience solutions. Coordinating presales and technical teams to orchestrate sales opportunities. Contributing technically to crafting of solutions for opportunities. Developing, presenting and articulating Sales proposals. Conducting demonstrations of solutions and providing thought leadership. Helping organizations engage better with their customers. Collaborating with internal cross functional Agile teams on Cloud CX deployments. Enterprise Accounts Managed: First National Bank, Standard Bank, Liberty Life, MTN SA, Vodacom, Afrocentric Technologies, Medscheme, Sibanye Stillwater and Old Mutual Insurance. Customer Experience Solutions Sold: Avaya, Genesys, NICE, Verint, Amazon Connect and Cisco. Customer Experience Verticals: Omnichannel, Customer Analytics, Voice Analytics, Workforce Management, Social Media and Cloud Contact Centres. Exceeded Sales Target in 2020.
Product Manager: Customer Experience and Business Intelligence 10+ years’ experience in Progressive Roles in the Business Intelligence, Customer Service, Resource Planning, Workforce Management, Technical Support, Pre-Sales and Product Management profiles for the Banking, Telecommunications and Digital Media sectorss
Continued building up Product Management and Customer Experience Pre-Sales experience after previous company was acquired by Altron People Solutions. Promoted rapidly through a series of increasingly responsible management positions based on strong financial, operating, team leadership performance. Managing CX Engineers and BI Developers. Voted one of the Top performing employees in April 2015. Promoted after one year to head up bigger team. Assisted in shortening sales cycle for sales of CX and BI solutions. Promoting cloud and hosted infrastructure for products.