Helen Tumminello

WORK HISTORY

EDUCATION

SKILLS

ABOUT HELEN TUMMINELLO

My specialism is in the leadership, set-up, and when required, the transformation of customer service and contact centre operations. I am a customer experience specialist, adept at leading organisations to improve business results by changing how they deal with customers and clients. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices to create a frictionless CX at an optimal cost-to-serve. I have a proven history of using customer insight and feedback to drive NPS scores.I have delivered programmes that focus on improving internal performance and colleague engagement to improve the customer experience, and ultimately customer advocacy and retention. Many of my experiences have been a catalyst for change, innovation, and digital transformation and I have a strong commitment to achieving corporate goals. My leadership approach creates a superior customer experience by delivering services that meet or exceed customer expectations through the creative management of people, processes and technology. I have excellent leadership, coaching and management skills. I provide clear direction and vision to steer customer facing operations. I am data driven with excellent analytical skills.Areas of expertise include customer experience transformation, customer service leadership, contact centres, NPS and business change.