Reports to: Co-Founder, Chief Product Officer

Direct Reports: Customer Experience Representative

Years with Wazoku: 10

Professional statement:

As the Director of Customer Experience at Wazoku, my key objective is to offer a first-class customer experience for Wazoku clients. I manage a team who are the point of contact for customers for general and technical product questions. We strive to resolve customer issues in a timely and efficient manner. I have led the development of our Knowledge Base to deliver a range of content for all user types to support on-demand, self-help resolution of common issues and problems. In this context I have recently managed the implementation of a digital adoption platform that provides contextual help in platform in the form of workflows to guide users through key areas of the platform. A key part of my role is making sure that lessons learned from resolving customer issues are evaluated and incorporated into our products and documentation,

Relevant Skills and Experience:

1. Managing Technical Projects
   • Planning and managing data migrations for new clients
   • Handling custom technical requests from clients
   • Managing the handover of technical projects from the sales process to ensure smooth delivery
2. Managing Customer Service Team and processes
   • Hiring, training, and managing customer service staff
   • Define and continuously identify process improvements
   • Built and maintain the Customer Experience Playbook to provide training resources and detailed technical product guidance for the team
   • Ensure adherence to SLAs for responding to tickets and resolving issues
   • Monitoring customer service performance and take corrective action as necessary
   • Created comprehensive customer service training program for new hires.
3. Data Management
   • Implemented customer service metrics to measure customer satisfaction. This tracks SLAs and CES score.
   • Developed a Customer Experience Reporting dashboard to facilitate data driven decision making in the team, while also providing the broader management team with insight into customer support issues and resolutions.
   • Report customer service trends and improvement opportunities to senior management.
   • Analysing customer service data to determine trends and areas for improvement