Application Link - Example
Nadia K.
Operations Lead | Service Delivery | Process Design
Cape Town, South Africa - Open to remote and hybrid roles
Application link
hervat.com/c/nadia-k
Operations leader with 9+ years in customer experience and service delivery. Built playbooks, dashboards, and escalation workflows that reduce risk and speed up resolution for high-volume teams.
Service OpsProcess DesignSLA RecoveryPeople LeadershipVendor Management
Key achievements
- Cut onboarding time by 34% by standardising playbooks across 3 regions.
- Reduced refund rate from 4.8% to 2.1% through root-cause triage.
- Built a weekly operations dashboard used by 5 cross-functional teams.
- Led a 12-person ops pod with a 4.7/5 internal satisfaction score.
Evidence highlights
- Process maps + SOPs for high-volume escalation workflows.
- KPI scorecards tied to customer SLAs and service recovery.
- Vendor performance framework with quarterly QBR notes.
- Ops budget tracker with monthly variance notes.
Portfolio links
Video intro
A short 60-second summary of experience and fit.
Testimonials
"Nadia brings clarity to chaos - she rebuilt our escalation flow in 3 weeks."
"Our SLAs stopped slipping after she redesigned the workflow."