Available to hire
I am an experienced knowledge management and customer experience professional with over 14 years of delivering digital transformation, client engagement, and operational excellence across the telecommunications sector. I have led cross-functional teams at MTN, driving initiatives that improve service delivery and client satisfaction while shaping digital engagement strategies.
I am passionate about human-centered design, data-driven decision-making, and continuous improvement. I thrive on turning complex problems into meaningful experiences for both clients and colleagues, and I enjoy collaborating across functions to turn strategy into tangible outcomes.
Experience Level
Expert
Expert
Language
English
Fluent
Work Experience
Knowledge Management Specialist at MTN
December 1, 2022 - October 27, 2025Led the development and implementation of knowledge management strategies that improved internal service delivery and client satisfaction. Contributed to the digital transformation journey by implementing digital solutions that enhanced the client engagement strategy, leading to a significant increase in service efficiency and client satisfaction. Collaborated with cross-functional teams to align service strategies with business objectives, ensuring seamless client experience throughout the client lifecycle. Managed and coached a team of leaders, fostering a culture of continuous improvement and aligning team efforts with the organization’s purpose and vision.
Communications Specialist at MTN
November 30, 2022 - November 30, 2022Developed best-in-class internal communications function across the firm to fuel employee engagement, connectivity and culture. Created communication materials using multiple tactics to articulate key messages and improve engagement. Identified, developed, and executed communications strategy for key media contacts and customer references. Managed crisis communications via SMS in the event of technical breaches, network errors, or billing issues; researched media coverage and industry trends; prepared briefing materials and coordinated scheduling; reviewed advertising material and maintained a positive brand position. Launched digital tools that streamlined communication processes, enhancing client experience and operational efficiency.
Customer Experience Analyst & Designer at MTN
November 30, 2020 - November 30, 2020Reduced operational risk and boosted operational readiness through a partnership with the business unit. Enhanced customer experience with customized materials while ensuring top-notch service delivery. Conducted research/fieldwork to support CX design and delivery; developed customer personas, designed and facilitated human-centered design workshops; used Suite CX and Figma to capture outputs; identified key moments of truth in journeys and worked with CX metrics teams to develop CX sampling methodology. Collaborated with product, technology, and analytics teams to ensure digital solutions met business and customer needs; translated insights into actionable improvements for the loyalty proposition and overall customer journey.
Quality Assurance Monitor at MTN
June 30, 2019 - June 30, 2019Maintained and developed internal support and call centre quality standards. Evaluated customer interactions, provided constructive feedback, and analyzed metrics (e.g., NPS) to improve KPIs. Created strategies to improve performance, identified training needs, and supported onboarding. Generated monthly VOC and complaint reports and contributed to calibration sessions to ensure consistency. Enhanced team performance and customer experience through coaching and knowledge sharing.
CS Data Helpdesk Agent at MTN
June 30, 2017 - June 30, 2017Provided data helpdesk support and addressed customer service inquiries. Participated in knowledge sharing and process improvement initiatives to enhance data accuracy and service delivery.
Business Analyst at MTN
April 30, 2016 - April 30, 2016Contributed as a business analyst during the period of Nov 2015 – Apr 2016, aligning business needs with IT and CX initiatives and supporting analysis for process improvements.
Customer Service Executive at MTN
November 1, 2012 - November 1, 2012Delivered customer service excellence, supported by cross-functional collaboration to improve service delivery and customer satisfaction.
Education
Postgraduate in Management for Digital Business Honors at Wits Business School
January 11, 2030 - January 1, 2022Bachelor of Business Administration at Mancosa
January 11, 2030 - January 1, 2020Digital Transformation at Wits Digital Campus
January 11, 2030 - January 1, 2023Critical Systems Thinking at Wits Digital Campus
January 11, 2030 - January 1, 2021Fundamentals of Digital Marketing at Google Digital Skills for Africa
January 11, 2030 - January 1, 2021Business Information Systems Design, Approach, and Components at Udemy
January 11, 2030 - January 1, 2021Agile Project Management (Foundation Level) at APMG International
January 1, 2019 - January 1, 2019Foundation Level Business Analyst at Udemy
January 11, 2030 - January 1, 2019Business Communication Skills at Wits Digital Campus
January 11, 2030 - January 1, 2018Matric at Forest High School
January 11, 2030 - January 1, 2005Qualifications
Design Thinking
January 11, 2030 - January 1, 2019Experience Innovation
January 11, 2030 - January 1, 2019Agile Project Management (Foundation Level)
January 1, 2019 - October 27, 2025Foundation Level Business Analyst
January 1, 2019 - October 27, 2025Fundamentals of Digital Marketing
January 1, 2021 - October 27, 2025Industry Experience
Telecommunications, Professional Services, Education, Media & Entertainment
Experience Level
Expert
Expert
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