Nwabisa Setuke
@nwabisasetuke
I lead customer service transformation, aligning data-driven CX with operational excellence.
South AfricaWhat I'm looking for
I’m a Senior Customer Service Leader with 18+ years of progressive experience building and transforming high-performing customer service teams in regulated B2B environments. I translate business strategy into operational excellence by aligning customer experience with commercial priorities through data-driven decision making.
My track record is defined by measurable outcomes: I improved dispute resolution speed by 98% (from 3 months to 48 hours) through end-to-end process redesign and cross-functional alignment. I also achieved a 9/10 Customer Effort Score within 12 months, driving sustained service transformation through KPI discipline and SLA governance.
I’ve led multi-regional service work across South Africa and a region in India, managing up to 20 customer service professionals and coaching teams to a high-accountability culture. Across order-to-cash optimization, reverse logistics, and compliance, I partner with Finance, Supply Chain, Warehouse, and Commercial to improve stakeholder outcomes—and I’m currently completing an Advanced Diploma in Business Management (expected Dec 2026) to strengthen strategic leadership and continuous improvement.
Experience
Work history, roles, and key accomplishments
Promoted to lead the Disputes Team across South Africa and a region in India, achieving a 9/10 Customer Effort Score within 12 months. Reduced dispute resolution turnaround time from 3 months to 48 hours through end-to-end process redesign and cross-functional alignment.
Managed an end-to-end customer service operation for Direct, Consignment, and Government orders, including dispute resolution and reverse logistics. Improved overall customer experience outcomes by 90% by driving KPI performance across SLAs and owned complex escalations using structured root-cause analysis.
Managed high-volume exports order processing for Sub-Saharan, East, and West Africa, ensuring compliance with international trade regulations for on-time delivery of medical devices. Maintained 99% compliance with export and shipping regulations and handled complex international payment methods and shipping documentation.
Education
Degrees, certifications, and relevant coursework
MANCOSA
Advanced Diploma in Business Management, Business Management
Activities and societies: Focus: Strategic Leadership; Organizational Behaviour; Supply Chain Management; Continuous Improvement; Ethics & Accountability.
Advanced Diploma in Business Management at MANCOSA (expected Dec 2026), building skills in Strategic Leadership, Organizational Behaviour, Supply Chain Management, and Continuous Improvement.
MM Graduate School
Diploma in Marketing Management, Marketing Management
Activities and societies: Focus: Customer Relationship Management; Brand Strategy; Market Research; Consumer Behaviour.
Completed a Diploma in Marketing Management at MM Graduate School in 2022, focusing on Customer Relationship Management, Brand Strategy, Market Research, and Consumer Behaviour.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
Interested in hiring Nwabisa?
You can contact Nwabisa and 90k+ other talented remote workers on Himalayas.
Message NwabisaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
