Vutomi Ndlovu
Customer Experience Analytics Lead
Randfontein
Summary
Customer Experience Analytics Manager with extensive experience in improving user experience, optimizing operational efficiency, and driving customer retention across diverse markets. Certified in data science and project management, with advanced expertise in Python, SQL, and predictive analytics. Proven ability to lead cross-functional teams, implement scalable strategies, and deliver measurable business impact.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
Work History
Customer Experience (CX) Analytics Manager - Safety, Global
Bolt
Johannesburg
03.2023 - Current
- Build the safety CX team from scratch, ensuring alignment with global safety strategies
- Identify and nurture relationships with key stakeholders to influence domain strategy and deliverables
- Develop user and support journey maps to identify friction points and opportunities for improvement
- Implement data-driven strategies to reduce user friction, decreasing churn rates by 20%
- Spearhead cross-functional programs aligning CX goals with company-wide objectives, improving customer satisfaction scores by 15%
- Leverage analytics tools (Python, SQL) to derive actionable insights, driving strategic decisions to enhance user retention
- Automated customer support handling, reducing costs by 25%
- Improved safety data accuracy, enhancing machine learning detection models and replacing inefficient static safety keywords
- Advocated for expanded signal tracking to capture a holistic understanding of user friction and problems
- Contributed to fraud and driver quality initiatives, solving cross-domain challenges collaboratively
Senior Team Lead, Customer Support - Safety, Africa
Bolt
Johannesburg
03.2021 - 02.2023
- Built and scaled a robust safety support team across six African markets, providing 24/7 incident coverage
- Standardized operating procedures, enabling resource sharing and efficiency across teams
- Hired and trained team leads and specialists, fostering professional growth and performance
- Collaborated with global teams to scale the SOS support system, improving incident response times by 30%
- Expanded insurance and counseling services across markets, ensuring post-incident support
- Partnered with external providers to establish SOPs for insurance and armed response services
- Globalized the UK post-incident Bolt-Care program for African markets, enhancing user support services
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
- Developed high-performing team members through targeted training programs and one-on-one coaching.
- Ensured compliance with company policies and industry regulations by establishing robust internal control mechanisms.
- Actively participated in recruitment efforts, selecting top talent for the team and contributing to long-term growth potential.
- Established clear performance metrics for individual team members, driving accountability towards meeting organizational goals.
Team Lead, Customer Support - Safety, South Africa
Bolt
Johannesburg
02.2019 - 02.2021
- Led a team of 12 specialists, ensuring SLAs and performance metrics were consistently met
- Developed SOPs for evolving safety issues, coaching team members to handle complex cases
- Conducted regular performance reviews, implementing improvement plans where needed
- Designed live high-risk area mapping for the driver app, reducing incidents by 20%
- Implemented criminal user profile mapping, supporting fraud prevention initiatives
- Enhanced incident reporting tools, providing actionable insights to driver operations teams
- Advocated for professional mental health services, improving team well-being and retention by 30%
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Operations Specialist
Bolt
Johannesburg
07.2018 - 01.2019
- Conducted in-person driver and vehicle onboarding, ensuring adherence to internal and legal requirements
- Maintained integrity in verifying documents, preventing fraudulent onboarding
- Designed driver quality initiatives identifying poor-performing drivers, reducing churn by 15%
- Organized retraining sessions, increasing driver earnings and retention
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
Customer Support Specialist - Safety
Bolt
Johannesburg
10.2017 - 06.2018
- Provided support through Intercom and Zendesk, resolving billing issues, lost items, and disputes
- Delivered in-person support to drivers, adhering to SOPs
- Developed foundational safety SOPs, adopted regionally and globally
- Created safety incident logging tools and dashboards, enabling data-informed policy changes
- Reduced incident resolution times by 25% through process optimization
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Elevated customer support experience by adopting customer-first approach in all interactions.
Education
Bachelor of Commerce - Economics and Econometrics
University of Johannesburg
Johannesburg, South Africa 01.2015 - 01.2022
Skills
Data Analysis with Python
Certification
Udemy: SQL - MySQL for Data Analytics and Business Intelligence
Timeline
IBM: Data Science Professional Certificate
01-2024
Leverage Leadership - Diploma in Generic Management
01-2024
Google: Project Management Professional Certificate
04-2023
Customer Experience (CX) Analytics Manager - Safety, Global
Bolt
03.2023 - Current
Senior Team Lead, Customer Support - Safety, Africa
Bolt
03.2021 - 02.2023
Udemy: SQL - MySQL for Data Analytics and Business Intelligence
01-2020
Team Lead, Customer Support - Safety, South Africa
Bolt
02.2019 - 02.2021
Operations Specialist
Bolt
07.2018 - 01.2019
Customer Support Specialist - Safety
Bolt
10.2017 - 06.2018
Bachelor of Commerce - Economics and Econometrics
University of Johannesburg
01.2015 - 01.2022
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