City of Johannesburg, Gauteng, South Africa
Susan is the founder of Comfort Cloud and a seasoned customer experience and operations leader who turned decades of corporate expertise into a purpose driven supply business. Susan spent more than three decades leading customer experience, operations and contact centre functions at major organisations across Africa and globally. Her senior roles at companies such as Tracker Connect, FedEx Express, Multichoice Africa, Transnet, Vodacom, General Motors and DaimlerChrysler gave her hands on responsibility for strategy, large teams, budgets and cross functional transformation. She has built contact centres from the ground up, led CX strategy rollouts across multiple countries, and delivered measurable improvements in service, efficiency and customer satisfaction. What Susan brings to Comfort Cloud and its customers: •Operational excellence: Susan applies rigorous process design, quality management and cost control practices so Comfort Cloud delivers consistent stock, accurate orders and on time local delivery. •Customer first product design: Her background in journey mapping, NPS and voice of customer analytics ensures product choices and service flows are tuned to real user needs — from care homes to high traffic commercial facilities. •Commercial discipline: Years of budget ownership and procurement experience mean Comfort Cloud offers competitive bulk pricing and scalable supply models that reduce client overheads. •People and partner leadership: Susan’s track record of building, coaching and retaining high performing teams translates into dependable service, clear communication and strong vendor relationships. •Risk and compliance awareness: Experience in regulated and complex environments ensures Comfort Cloud operates with attention to governance, supplier due diligence and reliable contingency planning. Susan founded Comfort Cloud to combine corporate discipline with practical, local service — so procurement teams and facilities managers get a supplier that understands both operational realities and the importance of resident and customer comfort.
Self Reconstruction.
Led CX consulting initiatives from research through design and implementation. Facilitated journey-mapping workshops and presented findings to clients. Managed fieldwork quality, data validation and analysis, and vendor coordination.