At Sagicor General Insurance, I use customer feedback to identify changes that can improve the experience. The monthly Voice of the Customer program helped improve Net Promoter Score by double digits in 2020.
In my current role, I supervise the regional team and manage the department’s budget for its Trinidad operations. I facilitate VoC insight reviews and continuous improvement sessions, turning feedback into actions and follow-through.
I oversee Contact Centre Quality Assurance for Trinidad & Tobago and Barbados, and author and operationalise Contact Centre SOPs. I also manage customer complaints and support annual customer journey mapping.
I plan and deliver customer experience learning activities for team members, including seven training and development activities. I’m always learning, and becoming fluent in Spanish is next on my radar.
