Speakers

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Nicola Jordaan

Nicola Jordaan

Head of Operations, Genii Ai
Nicola is currently Head of Operation at Genii Analytics & Ai, managing the product strategy, product development; including delivery and operations internally and across the Genii Client base. Nicola has a Post-Graduate in Business Management and is a qualified COPC Registered Coordinator - certified in High-Performance Management Techniques & Analytical Quality Best Practise as well as Six Sigma improvement strategies. She has extensive experience in the contact centre industry in executive roles over the past 13 years – managing, implementing and innovating as a CX executive working for large BPO companies such as Aegis and Webhelp, overseeing CX & Business Process improvement for key clients in Telecommunications, Insurance, Financial, etc. industries across different verticals. As a strategic thinker, Nicola has a strong analytical background. Specializing in insights operationalization and change management whilst having developed various CX and Quality Methodologies, Customer Experience Programs, Transformational Analytics, Analytical Insights Platforms and Performance Improvement strategies.
Sessions