Jaki (Altagracia) Maurey-Delaunay

● Ensured that the delivery of services provided by Manigo, met stringent quality standards and complied with regulatory requirements (FCA,GDPR, PSD2) ● Directed day-to-day operations (Onboarding, Client Support and sales teams) driving efficiencies to fuel sustainable business growth. ● Instrumental in defining and implementing KPIs to drive business performance ● Crafted and implemented strategic initiatives, spanning Product Development, Tech, and Compliance. ● Fostered seamless operational relationships with third-party vendors and B2B partners, ensuring alignment and scalability. ● Championed a customer-centric approach, resulting in enhanced revenue through loyalty and retention. ● Acted as a catalyst for organizational change, garnering cross-company agreement on maximizing customer value. ● Established a culture of service excellence, fostering a scalable and mobile team dedicated to delivering superior outcomes. ● Defined and monitored service levels for partners and vendors, ensuring adherence through regular oversight and reporting.

• Designed a customer-centric ideology and methodology to run across all touchpoints for Caxton clients • Served as a catalyst for change, garnering cross-company agreement on delivering maximum value to customers. • Led cross-company initiatives (Training, SLA alignment, Customer Journey Mapping, and Technology integration) to deliver optimal customer experience and service consistency. • Established frameworks for service delivery excellence and monitored performance metrics for continuous improvement.

• Spearheaded overall strategy, focusing on customer experience, operational excellence, and regulatory compliance. • Orchestrated cross-departmental collaboration to develop and enhance systems, processes, and controls for streamlined operations and enhanced efficiency • Accountable for defining, communicating, managing projects, and launching the implementation of compliance regulations, including PSD2, GDPR, and 4th and 5th AMLD • Cultivated collaborative relationships with vendors across Europe and India, while optimizing processes and driving cost efficiencies to enhance overall performance. • Implemented self-serve options and proactive campaigns, resulting in improved customer satisfaction and increased repeat use. • Successfully launched global spend, expanding product utility and enhancing customer experience. • Played a pivotal role in the delivery of online security enhancements, increasing successful transactions and overall spend. • Through enhancements in call handling procedures, IVR updates, product feature refinement, and improved user experience, I successfully reduced the Cost per Call by 70%. • Comprehensive Oversight of Customer Service, Operations, Compliance, Product UX, and Supplier Relationships

• Spearheaded vendor relationships, overseeing project rollouts, performance reviews, and contract negotiations. • Defined and maintained customer journey, targeting strategy, and product management for web and video chat interactions, ensuring optimal user experiences. • Led User Acceptance Testing (UAT) and successfully implemented video chat functionality on the e-commerce site (Live) • Implemented an additional online chat channel, resulting in a 5% increase in overall customer satisfaction. • Took charge of recruitment, training, and performance management for the online Optician team, fostering a high-performing culture. • Provided comprehensive KPI reporting to the executive team in France and Spain, delivering insights in their native languages for strategic decision-making • Identified and prioritized key enhancements and developments for the e-commerce platform and back-office applications, driving continuous improvement.

● Enhanced Operational Relationships: Acted as primary liaison with key suppliers, fostering collaboration to develop successful acquisition and retention campaigns, surpassing targets. ● Conducted monthly performance review meetings to strategically optimize relationships with suppliers ● Increased Conversion Rates: Elevated "go-live rate" across all sales functions, increasing conversion from 32% to 41% within six months. Implemented strategic initiatives including partner training and restructuring of bonus schemes. ● Improved Operational Efficiency: Managed internal teams responsible for Customer Service, Data Processing, and Quality Assurance, resulting in an increase in Customer Satisfaction (CSAT) from 67% to 82%. Implemented robust quality assurance processes and established a dedicated QA operations team

• Oversaw call center performance reports, efficiently collecting, analyzing, and summarizing data to drive strategic decisions. • Managed a budget of approximately £1,400,000 annually for the sales and retention area, ensuring effective allocation and utilization of resources. • Coordinated and established annual sales and retention targets across managed channels, fostering alignment and accountability. • Led communication, briefings, and training sessions for sales and retention centers, facilitating seamless change management initiatives and enhancing operational efficiency. • Played a key role in refining operational procedures related to the launch of a new CRM system, ensuring smooth implementation and improved workflows. • Instrumental in achieving a flat base in September 2011, marking the first time in seven years for HOME net add neutrality. • Collaborated with the HOME marketing team to develop cost-effective promotional offers, driving sales and strengthening brand association with Mobile services. • Indirectly contributed to the achievement of overall sales targets in the managed channels area, overseeing 1200 in-house Full-Time Equivalent (FTE) resources. • Directly managed retention team performance, elevating save rates from 69% to 76% by implementing Next Best Action strategies during customer service calls.

• Led the development of Customer Service strategy for two distinct markets, France and Spain, addressing unique challenges and opportunities. • Directed all initiatives within Customer Services, consistently identifying and implementing improvement opportunities to enhance customer satisfaction and loyalty. • Transformed the French team's Net Promoter Score (NPS) from -5 to +45 within six months, demonstrating significant improvement in customer sentiment. • Implemented a scripted Welcome call in the French team, resulting in a 10% decrease in repeat calls and improved efficiency. • Enhanced product uptake in France by streamlining the registration process, enabling faster approval and increased adoption. • Boosted utilization of the Spanish team by 25% through the introduction of proactive outbound campaigns. • Established performance standards to align with company goals and regulatory requirements, ensuring service excellence. • Managed expectations of the Country Managing Directors and exceeded service delivery targets through regular communication, planning, and execution of quarterly objectives

• Managed outsourced retention call centres to optimize save rates and reduce churn across all products. • Achieved a remarkable increase in save rates from 21% to 55% while maintaining positive Average Revenue Per User (ARPU). • Held operational and budgetary responsibility for a £4,500,000 per year retention centre budget. • Reduced cost per save from £31 to £23 through process improvements, training enhancements, and optimized agent utilization. • Maintained and updated retention business rules, products, and process training documentation for outsourced call centres. • Collaborated with internal stakeholders to produce accurate call forecasts and facilitate timely communication. • Led change management initiatives related to new products, service enhancements, and process improvements. • Developed and refined operational procedures to ensure effectiveness, regulatory compliance, and ethical best practice. • Managed outsourced retention centre Service Level Agreements (SLAs) and ensured contractual fulfillment. • Successfully transitioned to the TalkTalk team upon the acquisition of Tiscali/Pipex brand.

.• Pioneered the creation of a Proactive Customer Care team, resulting in a successful retention division and reducing churn by 36%. • Extended the customer lifecycle by an average of 6 months through effective marketing of products and services over the phone. • Conducted thorough research on customer trends, leading to the formulation of outbound campaigns that increased customer loyalty and decreased potential loss. • Developed a versatile team capable of handling sales, technical support, billing, and overall customer satisfaction. • Recognized with two quarterly and one annual Circle of Excellence (COE) Award for exceeding sales targets and exemplifying company values. • Empowered and built a focused and loyal sales team, consistently achieving sales figures exceeding budget targets.

• Spearheaded the implementation of Modo's centralized operation system, Oracle, yielding significant improvements in efficiency, productivity, and cost reduction. • Orchestrated the design and implementation of innovative operating processes and procedures, encompassing logistics, training, and documentation, resulting in a substantial enhancement of organizational effectiveness • Implemented a system for monitoring customer experience, leading to a 32% increase in customer satisfaction ratings. • Conducted surveys to assess the customer service and credit collections departments, then developed tailored training seminars to address identified weaknesses • Established an employee program aimed at increasing and maintaining morale and loyalty, resulting in a 22% decrease in staff turnover. • Maintained and developed client relationships with key B2B clients such as Lens Crafters, Cole Licensing brand, Phatfashions, and LVMH Group.

● Developed and implemented sales programs to provide increased revenue per phone order that ranged from $20-$50. ● Developed, implemented and carried out a call monitoring criteria that increased the level of quality customer service and reinforced customer retention by 27% ● Developed, executed and monitored a plan of Account Management that increased customer retention by 5% and year to date dollars by 8% , through scheduled follow-up and special offers and promotions. ● Prepared weekly sales and program reports reflecting increased top-line revenue through offers and promotions targeted to specific segmentation. ● Supervised the consolidation of several task specific departments into the inbound sales group to centralize customer contact and optimize customer satisfaction. ● Provided daily direction and communication to telemarketing Supervisors in order to ensure productivity and quality customer service.