Kgomotso Modise

Background

About Kgomotso Modise

In my current role as Head of Service I’m responsible for creating a service offering that is cost neutral, in line with global trends and technology adoption. Relevant to SA nuances but robust enough to adjust to a rapidly changing landscape. In this year we’ve been able to improve Net Promoter Score to 63 points with highs of 70 points in June. We’ve also been able to support revenue generation through inbound channels. Leveraged outsourcing partnerships while meeting key service and experience KPIs. My proficiency in DMAIC and Six Sigma methodologies has enabled me to lead our team in refining processes, ensuring quality service, and optimizing workforce planning. Through rigorous analysis and strategic process improvements, we have maximized the effectiveness of our service delivery. With a solid background in business process design and analytical skills, I've successfully managed MIS reporting and forecasted needs to align with our organizational goals. My leadership in analytics and support extends beyond just numbers; it's about empowering our team to deliver exceptional experiences to our representatives and customers.