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Lynnette Morris, managing member of The Skills Facilitator, experience lies in Service Management, Training and Development. She has 17 years experience in the contact centre, service and sales industry. She is passionate about people and maintaining high service delivery standards. She has driven this passion through her quest to enhancing other’s skills in delivering service in Contact/Call Centres, Sales and Retail channels, these attributes were initially shaped as a founding member in MTN (South Africa), supporting the fast staffing growth requirements and increased need for exceptional customer care skills in the telecommunications industry as the Subscriber Operations Training & Development Manager.
As a consultant, she has worked in the Telecoms, Manufacturing, Banking and Retail environments across 16 countries in Africa, her hands on experience has provided her with an in-depth understanding of the importance of good customer care strategy balanced with the need for customer-focused products, processes, supportive systems and infrastructure and to top it off with excellent customer interfacing skills, which we rely on all involved to deliver.
Lynnette has provided a wide range of consulting and training services to her clients, who have formed long standing relationships, she is committed to achieving the defined results that will benefit all stakeholders and is aligned with best practices and customers’ needs. The following interventions are just some of the many highlights of work that Lynnette has managed and delivered, for her clients:
- GloMobile (Nigeria, 2003), development of all customer contact processes and training of all newly recruited Customer Care Staff on customized Glo Induction, product and service programmes.
- Celtel (12 Opco’s in Africa,2005), performance audit against company and internationally recognized benchmarked standards
- TTCL (Tanzania, 2007), facilitated the development of a Customer Contact Strategy and implementation plan.
- Zain (Celtel) (International and all Opco’s, 2002 – 2008), development and delivery of fully customized Group Customer Care Training Programmes (Anglophone & Francophone) for all functional areas within Customer Care (Inbound Call Centre, Campaign and Outbound Call Centre, Walk-in, Back office and support functions)
- Zain (Ghana, 2008),provision of all customer care training for all the customer touchpoints for the launch of the operation
- Afrisam (South Africa, 2002 - ongoing), implementation of Continuous Improvement Project and Quality Assessment programme
Lynnette’s quest for implementing workable solutions and guiding organizations in developing their assets & resources has led her to provide individual attention to her customer base and therefore seen as part of the organisations that she works with and not as a “Consultant”.
The Skills Facilitator provides Contact Centre Service Management Consulting and training Services in Africa.
The Skills Facilitator aims to provide performance enhancing solutions and appropriate resources to meet your specific customer interaction needs and organisational objectives. www.skillsfacilitator.co.za
