Ndahafa Shapaka shines in new Old Mutual role
Appointed as customer experience administrator
Shapaka says the goal is to stay ahead of the curve and contribute meaningfully to how businesses connect with customers.
Ndahafa Shapaka was officially appointed as the customer experience administrator at Old Mutual on 15 February, bringing with her a powerful blend of strategic thinking and a passion for people.
With an MBA in management strategy from the University of Namibia (Unam) and an honours degree in marketing from NUST, Shapaka’s career experiences have included roles such as branch supervisor, acting retention supervisor and accounts executive in advertising – each step shaping her current professional approach.
“It has honestly been such a rewarding journey so far,” Shapaka says of her experience in her new role. “Being in this position has allowed me to bring together two things I’m truly passionate about – people and strategy.”
Her key responsibilities include analysing customer feedback, implementing satisfaction surveys, coordinating initiatives across business units and using data-driven insights to improve customer engagement.
Staying ahead
One of her proudest accomplishments so far has been leading the development of a feedback system designed to amplify the voice of the customer and bring meaningful improvements to service delivery.
“I’m excited to see how these tools will transform the business,” she shares. But the road hasn’t been without its bumps. “It’s not always smooth sailing when different departments have conflicting priorities, but the culture of collaboration at Old Mutual helps pull everyone in the same direction.”
Looking ahead, Shapaka plans to deepen her expertise through certifications in customer experience and data analytics, with a focus on digital transformation and customer journey mapping. “The goal is to stay ahead of the curve and contribute meaningfully to how businesses connect with customers,” she adds.
Her day-to-day is dynamic, filled with reports, data analysis, meetings and project tracking. “No two days are ever the same, but they all revolve around improving the customer’s experience,” she explains.
For those eyeing a similar career path, Shapaka offers this advice: “Be strategic and innovative. Get frontline experience, study marketing, project management, and always be curious about how data tells a bigger story.”
Outside of her corporate life, she runs a beauty salon with a purpose – a safe haven for mentorship and skill-building.
She’s an avid reader of self-improvement books and a passionate advocate for community upliftment. “What inspires me most is seeing people push through challenges and thrive,” she shares.
With an MBA in management strategy from the University of Namibia (Unam) and an honours degree in marketing from NUST, Shapaka’s career experiences have included roles such as branch supervisor, acting retention supervisor and accounts executive in advertising – each step shaping her current professional approach.
“It has honestly been such a rewarding journey so far,” Shapaka says of her experience in her new role. “Being in this position has allowed me to bring together two things I’m truly passionate about – people and strategy.”
Her key responsibilities include analysing customer feedback, implementing satisfaction surveys, coordinating initiatives across business units and using data-driven insights to improve customer engagement.
Staying ahead
One of her proudest accomplishments so far has been leading the development of a feedback system designed to amplify the voice of the customer and bring meaningful improvements to service delivery.
“I’m excited to see how these tools will transform the business,” she shares. But the road hasn’t been without its bumps. “It’s not always smooth sailing when different departments have conflicting priorities, but the culture of collaboration at Old Mutual helps pull everyone in the same direction.”
Looking ahead, Shapaka plans to deepen her expertise through certifications in customer experience and data analytics, with a focus on digital transformation and customer journey mapping. “The goal is to stay ahead of the curve and contribute meaningfully to how businesses connect with customers,” she adds.
Her day-to-day is dynamic, filled with reports, data analysis, meetings and project tracking. “No two days are ever the same, but they all revolve around improving the customer’s experience,” she explains.
For those eyeing a similar career path, Shapaka offers this advice: “Be strategic and innovative. Get frontline experience, study marketing, project management, and always be curious about how data tells a bigger story.”
Outside of her corporate life, she runs a beauty salon with a purpose – a safe haven for mentorship and skill-building.
She’s an avid reader of self-improvement books and a passionate advocate for community upliftment. “What inspires me most is seeing people push through challenges and thrive,” she shares.
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