At Desky, I lead customer experience operations for the US and Canadian markets across email, chat and social. I handle customer issues and escalations, monitor service quality, and maintain customer satisfaction above 4.5.
I coach agents through feedback, quality reviews, onboarding and training support. I also investigate order and service concerns, coordinating with relevant teams on refunds, fraud-related cases and chargeback queries.
At Takealot Group, I improved end-to-end customer journeys across e-commerce brands and developed Voice of Customer programmes. I translated customer feedback into service improvements and partnered with operational stakeholders to address recurring issues.
Earlier, I managed customer service and technical support teams at Merchants – iiNet and held roles at Merchants – ASDA, The Foschini Group (TFG), and 118 Contact. My work included managing 17 technical support agents, handling escalations and developing agents into leadership roles.
