Nwabisa Setuke

Promoted into a senior leadership role to drive regional service transformation, optimize operational performance, and strengthen cross-functional alignment in South Africa and globally.

• Led strategic customer service improvement initiatives across multiple countries (SA & India)
• Reduced dispute resolution turnaround time from 3months to 48hours within 6 months.
• Drove a customer experience transformation strategy , achieving a 9/10 in Customer Effort Score within 6months.
• Collaborated and influenced stakeholders across finance, supply chain, warehouse and commercial teams to align service delivery with business objectives.
• Redesigned onboarding framework to fit customer service objectives which significantly improved new-hire productivity.
• Continued leading the Medtronic Women's Network to improve culture and engagement initiatives.

Managed day to day customer service operations , leading a front line team focusing on order management (Direct, Consignment & Government orders) , dispute resolution, reverse logistics and internal service processes.

• Drove KPI performance across SLA, quality and customer satisfaction metrics.
• Managed customer escalations and complex queries before reaching management - retaining
• Identified and eliminated inefficiencies using Lean methods and reduced 90% of waste through tighter controls and accountability measures.
• Redesigned onboarding frameworks improving new hire productivity by 87% .
• Reported on data-driven insight to support strategic decision making and continuous improvements.
• Led a company engagement pillar across Africa - Medtronic Women's Network.

Accurate exports order processing for Sub-Saharan Africa, East & West Africa ensuring compliance with international trade regulations and timely delivery of medical devices.

• Managed high-volume customer orders and deliveries with 9 7% accuracy .
• Maintained 99% compliance with export and shipping regulations - IncoTerms, Exports documentation and SARS reducing customs delays and order rejections.
• Ensured business continuity during supply chain disruptions through strong stakeholder communication and operational consistency.
• Sound knowledge of exports payment methods, eg: Letter of Credit, Cash pavements, Accounts, Documentary collection , and shipping documentation such as Bill of Lading, Commercial invoices, Shipping Instructions and Airwaybills.
• Supported internal operations teams .
• Developed a strong foundation in customer data management and service coordination.