• Implement new process
• Obtained Green Belt six sigma
• Kan ban Initiatives 
• Setting SLA’s for complaints & query resolution in accordance with benchmarked standards 
• Continuously review set SLA’s for back office against actual resolution times and modify accordingly for continuous improvement 
• Continuously review customer service processes at all touchpoints and ensure that these are focused on customer needs 
• Coordinate and Analyse customer feedback at all t ouchpoints and ensure continuous improvement on results 

• Develop and implement a continuous improvement strategic plan
• Analyzing customer interactions at all touch points to identify business gaps and put action plans in place to close these
• Relationship management with teams throughout the Africa business
• Create and provide insightful customer feedback from all touch points
• Drive initiatives to preempt customer queries, ensure first call resolution, reduce query escalations from first line and quick resolution of queries across the support levels
• Customer Care Dashboard Monitoring and Response
• Promote innovation, efficiency and customer focus in service delivery