Remote worker with 11+ years of experience - Last seen 3 months ago

As a seasoned Pan-African Customer Experience & Business Consultant, I leverage over 9 years of expertise and credentials in customer experience, CRM, big data and business processes to drive transformative outcomes for clients. My focus lies in enhancing revenue, retention, and growth by meticulously analysing current customer experience and marketing operations ecosystems then translating those business requirements into system functionalities supporting the software development life cycle. I specialise in crafting strategic roadmaps that implement data-driven and personalised solutions, tailored to each client's unique needs which align to the overall organisation as well as departmental KPI's.

My project management proficiency extends across both waterfall and agile methodologies, ensuring the seamless integration and quality of systems, processes, data, and people. In my previous role as a CRM Product Owner at MultiChoice Group, I spearheaded the strategic overhaul of CRM practices, harnessing the power of Salesforce and AI/ML principles. This involved adeptly managing consultants, overseeing UAT activities, nurturing vendor relations, and delivering compelling presentations to senior management.

Prior to that, as a CVM Senior Consultant at IBM, I orchestrated the re-engineering of the CVM ecosystem for a prominent telco client. My hybrid skill set spanning business acumen, project management, CVM, system management, and data science was instrumental in driving impactful change.

Passionate about fostering customer service excellence, fostering futuristic thinking, and championing digital transformation and diversity, I am committed to challenging and transforming the industry with global best practices.

🛂 Nationality	🇿🇦 South Africa
🏡 Residency	🇿🇦 South Africa
📍 Location	🇿🇦 South Africa
Remote OK	rok.co/@shrimay_balkissoon
LinkedIn	https://linkedin.com/in/sbalkissoon
Skilled in	customer experience digital transformation product owner product management data analytics insights data visualisation story telling customer journey change management staff management leadership customer service customer value management segmentation below the line it capabilities business enablement project management agile scrum waterfall saleforce crm uat software testing management consulting big data life cycle sdlc it business analysis campaign management salesforce product management marketing strategy creativity innovation
Fluent in	englishafrikaans
Preferred timezone	-4,-3,-2,-1,0,+1,+2,+3,+4
Preferred annual pay (min)	$100,000/year
Preferred hourly pay (min)	$100/hour
Last seen	3 months ago
Signed up	4 months ago
Badges	👨‍💻 Remote worker 🎖 Early adopter