- Operations Management
- Reward & Recognition programs
- Best practice alignment
- Process optimization
- Strategy alignment
- Set up, deployment of contact centres/campaigns
Mandy’s Contact Centre and BPO experience began in 1992 and has gained experience both in South Africa, Dubai, India and Botswana in outsourced and in-house organisations. In 2018 Mandy set up her own consulting business (MORD Consulting (Pty) Ltd) to continue sharing her passion for people, experience and expertise in the BPO sector.
With a hands-on practical approach, Mandy flourishes in the operation at all levels investigating, trouble shooting and mapping out improvement plans and solutions to ensure an improved customer experience and meeting internal business objectives.
It’s important for all levels in the contact centre and BPO environment to understand their purpose, how and why it is done and assisting teams and individuals in meeting their objectives. Making it all work by being practical and relative to each level.
Mandy’s strength also lies in integrating everything from optimising processes, operational management, performance enhancement, HR practices, people development and Reward and Recognition.
Key to achieving all of the above, Mandy builds relationships across your business internally and externally with the overall objective of improving the experience of employee, customer and company.
Mandy is a member of the Independent Customer Contact Centre Association (ICCCA) and the South African SABS Technical Committee (ISO PC 273) on the global ISO committee for BPO standards.
Mandy’s current client is WNS Global Services SA Pty Ltd.