Resumé

Eldon Phukuile Resumé
Customer Experience Leader, Strategist and Advisory Consultant
PO Box 255
Broederstroom
North West Province
0240

Transforming customer-centric strategic business capabilities, driving elevated experience outcomes and achieving mutual stakeholder value

My vision is to create platforms for Customer Experience professionals to improve his the deliver, as well as to obtain recognition for making south Africa the most customer centric that it can be

Energised by connecting people to other people and things that matter to them, to enable progress that matters to them

 

Education
University of Johannesburg
2009-2015
MPhil: Business Management

Masters degree - research dissertation in Business Management

  • Customer Experience
  • Customer Value
  • Value Chain
University of Johannesburg
2005-2006
B Tech: Business Administration

Bachelors degree in Business Administration

  • Financial Accounting and Management 
  • Management Information Systems
  • Labour Relations and Law
  • Management Practice
  • Human Resource Management
  • Management Economics
  • Marketing Management
  • Production and Purchasing Management
Tshwane University of Technology (Technikon Northern Gauteng)
1999-2002
National Diploma: Engineering: Computer Systems

National Diploman in Engineering - Computer Systems

  • Electronics and Electrical Engineering
  • Digital Systems and Logic Design
  • Programming and Software Engineering
  • Database Principles
  • Entrepreneurship
Work Experience
CXSA - Customer Experience South Africa
2018
Chairperson

Co-founded the organisation and elected as first Chairperson

  • Establish the organisation
  • Establish governance framework
  • Membership management
  • Member communication
  • Manage partnerships
MANCOSA & Vega Brand School
2020
Lecturer & Academic Navigator

Content generation, delivery and assessment of students to create work-ready skills 

  • Innovation
  • Strategy
  • Global Business Management
  • Operations Management
  • Research Methodology
OnFrontiers
2019
Consultant

Independent Consultant, assisting clients with Advisory services within local territories 

  • Market Insight
  • Trend Analysis
  • Advisory Services
Consulta
2017-2019
Head of Customer Experience and Client Executive
  • Senior Management responsibilities
  • Business development
  • Market research and customer satisfaction / benchmarking  / insights projects
  • Customer Experience strategy and design
  • Client Advisory
Conduent
2015-2017
Commercial Operations Manager

Knowledge Management and Customer Experience advisory to improve online self-service capability and call centre performance in knowledge management

  • Strategic Client Engagement
  • Business Development
  • Client Advisory
  • Operations Management
  • Knowledge Management Advisory
  • Implementation of Knowledge projects
Vodacom
2011-2015
Manager of Customer Experience Design

Define, localise, train and drive Customer Experience outcomes

  • Management responsibilities 
  • Design Customer Experiences 
  • Implement Customer Experience framework
  • Audit test Customer Experience delivery
Vodacom
2008-2011
Senior Specialist: Product Experience and Readiness
  • Product experience tests to confirm customer friendly design and implementation
  • Operationalisation of Vodacom promotions
  • Implementation of various post-launch product and process enhancements
  • Implementation of initiatives resulting in Customer Experience improvement
  • Business process re-engineering to improve customer service, including identification and quantifying of customer issue
  • Assess operational business impacts to launch new products and services
  • Design and implement solutions to address gaps in operational business readiness
  • Campaign manager with end-to-end responsibility for operations to enable Vodacom’s big Summer Promotional campaigns. This included budgets, supplier agreements and processes, reconciliations and audits, as well as logistics for fulfilment
  • Test products and services for experience, quality and readiness across all touchpoints
  • Perform invoice, statement and letter design
  • Perform copywriting of customer communications
Skills
Customer Understanding
Advisory
Design
Customer Value
Strategy
Measurement
Innovation