Kelechi Okeke

• Manage a cross-functional team consisting of data analysts, customer journey managers, quality assurance, and VoC analysts. • Collaborate with technology and digital product teams to implement a VoC program that gathers customer feedback at critical stages of the customer journey, and oversee the development of relevant dashboards and data visualizations that inform business partners on key CX metrics and performance measures.

Implemented a robust VoC (Voice of the Customer) program that empowered the organization to gather a steady stream of customer feedback data at key stages of the customer journey across 20 African countries in 3 languages. • Created and maintained data visualizations that educated, informed and engaged business partners on key CX metrics and performance measures • Collaborated with the technology, marketing, data analytics, and operations teams to fix gaps identified from the VoC program

• Managed a team of customer service executives and VoC analysts • Oversaw the planning, development and execution of the periodic feedback surveys to both enrollees, healthcare providers and business clients • Closely collaborated with technology, operations and provider relations teams to drive implementation of agreed service improvement initiatives • Prepared and presented periodic customer experience reports to management sharing key insights from our VoC program and recommendations