Edwin Chetty

Background

About Edwin Chetty

I am an experienced customer service and operations professional with a proven track record of driving customer-centric strategies and initiatives across various business sectors. My expertise lies in developing comprehensive customer journeys, from awareness to post-service interactions, and implementing real-time service monitoring systems to enhance customer satisfaction. I have a strong focus on improving key performance metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT). Throughout my career, I have successfully collaborated with cross-functional teams, including Executive Committees, Business Development, Operations, Sales, Marketing, Brand Services, and Legal teams, to enhance customer attraction, retention, and growth. My approach to complaints management involves treating every complaint as a retention opportunity, ensuring effective resolution through the application of Customer Fairness Principles. Additionally, I have led the successful implementation of a Cloud-based Oracle Health Insurance system, which has been rolled out across multiple African countries. As the chair of the Liberty Health Customer Experience and Customer Fairness Forum, I have driven significant improvements in VOC and Customer Experience ratings, consistently exceeding targets. My industry representation includes roles at the Astute Content Provider Forum and ASISA standing committees for Consumer Education and Access to Financial Services. Experience Summary: Development of Customer Journeys Customer Centricity Strategy Service Improvement Ratings Improvement Cross-functional Collaboration Complaints Management Human Resources Collaboration Business Retention Strategy System Implementation Risk Management and Compliance Customer Portal Enhancement Customer Perception Improvement