DAISY MAKONI

I am a highly driven individual with a passion for people. With a depth knowledge spanning both service and sales, I bring a wealth of knowledge and understanding of customer strategy implementation and operations. My focus is to achieve business strategy through optimizing processes, leveraging my ability to manage diverse stakeholders and systems. I am drawn to challenges and thrive on successful delivery of my mandate as a leader. I am a talented leader in the banking industry. With over 12 years of experience at FNB, i have steadily risen through the ranks, demonstrating my commitment to excellence and innovation. I have a colorful toolkit of skills has allowed me to add significant value to the portfolios I have overseen. My expertise lies in bridging the gap between technology, employees, and customers, creating memorable and impactful experiences. My insights inspire others to elevate their CX strategies and drive meaningful change. I am an enthusiastic advocate for customer experience, i firmly believe that exceptional customer experience is the key to differentiating any product offering and standing out from competitors. I am dedicated to the upliftment, empowerment, and gender parity in all the roles that I play.

• Implemented new customer experience measures that were proactive using speech. This led to a 18% decrease in channel complaints. There was a 48 % increase in channel compliments.
• Awarded the Commercial Award for Outstanding performance in 2020.
• New sales structure in 2021 that contributed 16 % of the total activated new accounts for commercial, a 6% growth from previous year.
• Launched the Sales on the Back of Service within Contact Centre which increased sales by 10% within the first quarter.
• CCXC Sales had the highest contribution to Commercial Sales in the Capture the Flag initiative compared to other regions.