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Work Background
BoltCustomer Experience Analytics Lead - Bolt Business
Jan. 2025 - May. 2025- Led a team of CX Analysts to provide actionable insights on user (company admins and passengers) friction points across Bolt Business and Trust and Safety, driving data-informed solutions
- Spearheaded the development and implementation of CX Analytics processes, including team planning, quarterly backlog management, and bi-weekly sprint planning
- Developed and executed the team's functional strategy, aligning with business needs and strategic objectives
- Facilitated stakeholder discussions to establish issue discovery and solution prioritization logic, ensuring transparency and consistency
- Proactively advocated for user problem resolution based on key metrics such as churn and lifetime value
BoltCustomer Experience Analytics Lead - Safety
Mar. 2023 - Dec. 2024- Collaborated with Rides Safety Product, Engineering, UX Research, Central, and Customer Support Operations teams to provide insights and expertise for safety feature development and process improvement
- Led key issue discoveries and facilitated solution discussions for critical safety problems, including unsafe driving, driver impersonation, rider verification, audio recording, and trip anomaly detection
- Supported product and engineering teams with A/B tests and rollout analyses to assess feature utilization, perception, and effectiveness, ensuring data-driven feature improvements
- Presented user problem insights at the Global Safety Summit to drive cross-functional awareness and solution development
- Partnered with Customer Support teams to enhance safety operational processes, data quality, and automated support for specific contact reasons
- Owned Confluence documentation of team deliverables and insights to improve visibility and accessibility
BoltSenior Team Lead, Customer Support - Trust and Safety
Mar. 2021 - Feb. 2023- Established the Sub-Saharan Africa (SSA) Customer Support Safety team, overseeing end-to-end recruitment of 40 FTEs and 5 team leads to establish 24/7 safety support
- Successfully integrated the SSA team into the Global Customer Support Safety team, upskilling specialists to support all English-speaking markets
- Leveraged safety incident data to advocate for and inform the Safety Product team, resulting in the development of key safety solutions like Driver Optionality and the in-app integrated High-Risk Zones feature
- Collaborated with the Rides Safety Product team to develop and launch Safety Custom Pickup Areas, mitigating violent crimes and extortion against Bolt users in South Africa
- Partnered with User Experience Researchers and the Global insurance lead to evaluate the launch of global on-trip user insurance (based on existing models in South and West Africa)
- Piloted the Bolt Care program (post-safety incident support) in Africa, in collaboration with the UK team.
- Facilitated the introduction of a 3rd party SOS provider in East Africa, supporting the team lead in managing provider accountability
BoltTeam Lead, Customer Support, Trust and Safety - South Africa
Feb. 2019 - Feb. 2021South Africa, Johannesburg- Managed a team of up to 12 Safety Specialists, providing 24/7 support to virtual and walk-in users (drivers and passengers) in Johannesburg and Cape Town
- Coordinated the launch of the West African Safety Customer Support team
- Led the issue discovery and collaborated with country managers and insurance providers to develop and launch on-trip insurance in South Africa, Nigeria, and Ghana
- Spearheaded the discovery for proactive safety incident mitigation, leading to the development and launch of armed incident response in South Africa (later adopted in Nigeria and Kenya)
- Identified loopholes in the SOS technical setup, collaborating with the product team to reduce false positives and achieve quarterly savings of €2,485
- Partnered with Driver and Rider experience product managers to study criminal user characteristics, contributing to the development and launch of card verification in South Africa
BoltOperations Specialist - South Africa
Jul. 2018 - Jan. 2019-Onboarded new drivers and vehicles, ensuring compliance with Bolt policies
- Oversaw end-to-end driver quality, retraining, and retention initiatives
- Developed and implemented weekly driver educational SMS communications to reduce driver churn and maintain driver engagement
- Conducted weekly driver retraining and reactivation programs
BoltSpecialist, Customer Support - South Africa
Oct. 2017 - Jun. 2018South Africa, Johannesburg- Provided virtual and walk-in support to Bolt users
- Authored the first Safety Standard Operating Procedures for the South African Customer Support team, establishing foundational processes for global use
- Designed and implemented the first safety data capturing system, generating analytical reports to inform the business of safety trends and customer experience impact
- Collaborated with the local operations team to implement weekly driver communications, educating them on high-risk areas to enhance awareness and prevent safety incidents
- Developed and implemented workflows for virtual and walk-in support, reducing first response time to under 2 hours and average handling time to 30 minutes
- Gathered and shared actionable safety support insights, contributing to the introduction of on-trip passenger liability insurance, which resulted in average savings of €470 per homicide or permanent disability incident
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