Rhonda Gale Fisher-Winchester
Arima
Summary
Strategic leader with extensive experience in customer experience (CX) strategy, marketing, and operational excellence. Proven track record of driving service excellence, customer satisfaction, and profitability through innovative solutions, Lean Six Sigma methodologies, and transformational leadership. Expertise in developing and implementing CX strategies, aligning cross-functional teams, and delivering customer-centric solutions that enhance business outcomes. Adept at leveraging data-driven insights and marketing intelligence to shape brand identity and drive business growth. Quick to learn and implement new technologies, with hands-on experience in SurveyMonkey and CRM platforms.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Managing Director & Principal Consultant
ServXcellence Consultancy
08.2020 - Current
- Company Overview: servxcellenceconsultancy.com (https://servxcellenceconsultancy.com/)
- Spearheaded the implementation of Lean systems, increasing client productivity by 35%.
- Developed tailored CX strategies to align organizational goals with customer satisfaction metrics.
- Conducted comprehensive training programs, enhancing team capabilities in service excellence, leadership, and process improvement.
- Delivered actionable insights through VOC research, enabling clients to refine branding and service delivery.
- Successfully mitigated operational risks by diagnosing root causes, and implementing effective solutions.
- Fostered collaboration among stakeholders to achieve project milestones and strategic objectives.
- Provided HR generalist services to clients, including talent acquisition, performance management, and policy development.
- Directed organisational development efforts, resulting in optimized business processes and increased productivity.
Customer Care & Support Manager
Amaranth Business Solutions Ltd / Massy Technologies Applied Imaging
01.2014 - 01.2020
- Designed and created the Customer Care & Support Department to prioritise and oversee operational and strategic customer service functions, ensuring a robust customer experience
- Directed the debt collection process with a focus on maintaining a customer-centric and reconcilatory approach, balancing financial recovery with customer satisfaction
- Ensured customer service strategies and business functions aligned with a customer-focused ethos, fostering a culture of excellence across the organisation
- Implemented after-sales and after-service initiatives to elevate customer satisfaction and loyalty
- Directed the creation and execution of a comprehensive Customer Service Management System, integrating policies, procedures, and performance evaluation
- Led the organisation’s Service Recovery Policy and Real-Time Feedback programs, achieving measurable improvements in customer satisfaction
- Utilised data analytics to conduct VOC research, driving informed decision-making for branding and strategic initiatives
- Supervised a high-performing team, overseeing contact centre operations and ensuring seamless customer interaction
- Enhanced financial health by developing and tracking KPIs for debt recovery initiatives
Customer Service Manager
Ferreira Optical Limited
01.2005 - 01.2014
- Achieved a 90% customer satisfaction rate by implementing robust service programs and performance monitoring systems
- Championed a Continuous Improvement Culture through strategic collaboration with leadership teams
- Designed and conducted targeted training sessions for over 80 employees annually, focusing on service delivery and professional development
- Enhanced operational efficiency by streamlining contact centre processes and marketing initiatives
Marketing Officer – Research & Product Management
First Citizens Bank
01.2002 - 01.2005
- Played a pivotal role in product innovation, developing new offerings to meet market needs
- Executed marketing campaigns, aligning them with strategic objectives to maximise ROI
- Provided expert advice on product development, market expansion, and revenue generation strategies
Education
MBA - Service Excellence (Merit)
University of Wales
01.2014
Professional Diploma in Marketing -
Chartered Institute of Marketing (CIM)
01.2005
Professional Certificate in Marketing -
Chartered Institute of Marketing (CIM)
01.1999
Skills
- Customer Experience Strategy and Leadership
- Marketing Strategy Development
- Voice of the Customer (VOC) Research
- Data Analytics and Financial Analysis
- Brand Management and Digital Communications
- Process Improvement (Lean Six Sigma Black Belt)
Certification
- Lean Six Sigma Black Belt Certification
- ITIL Foundation Certification
- Train the Trainer Certification
- Brand Management Strategies
Accomplishments
- Increased organizational productivity by 35% through Lean system implementations
- Developed customer-centric strategies that reduced escalations, and improved retention rates
- Successfully led cross-functional teams to execute complex CX transformation initiatives
References
Available upon request.
Timeline
Managing Director & Principal Consultant
ServXcellence Consultancy
08.2020 - Current
Customer Care & Support Manager
Amaranth Business Solutions Ltd / Massy Technologies Applied Imaging
01.2014 - 01.2020
Customer Service Manager
Ferreira Optical Limited
01.2005 - 01.2014
Marketing Officer – Research & Product Management
First Citizens Bank
01.2002 - 01.2005
MBA - Service Excellence (Merit)
University of Wales
Professional Diploma in Marketing -
Chartered Institute of Marketing (CIM)
Professional Certificate in Marketing -
Chartered Institute of Marketing (CIM)
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