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Led a 148-member department covering Contact Center, Quality Assurance and Complaints Management within a high-growth fintech organization. Designed and executed strategies to improve customer support, streamline feedback resolution and improve service accessibility benefiting over 1.2M customers across multiple service touchpoints. Increased customer satisfaction score from 45% to 71% over 8 months.

Directed 1,200+ employees across Outbound Call Center operations in 13 major markets across East, West and Southern Africa. Developed and executed customer engagement strategies; optimizing call center efficiency and enhancing campaign effectiveness. Increased campaign conversion rates by 60% while optimizing processes to reduce operational costs by over 10%.

Responsible for the optimization of Customer Value Management (CVM) operations across Africa. Developed and implemented procedures to establish efficient and effective ways of working. Successfully managed key vendors and partners while strategically selecting and implementing cutting-edge tools and technologies to heighten CVM performance and drive measurable business outcomes.

Provided strategic and operational leadership for campaign management, customer retention and conversions within the Pay-TV sector. Leveraged deep expertise to optimize campaign strategies, implement creative approaches to enrich customer engagement and drive revenue growth.

Spearheaded the development and execution of retention and loyalty strategies for Pay-TV subscribers resulting in a 150% subscriber base growth within 3 years. Built and mentored a high-performing team while setting the strategic direction for the department, driving significant improvements in customer retention and loyalty.