Tumisang Marumo

Hello everyone, my name is Pamela.

I am a customer experience professional with over eight years of experience in customer service, digital transformation, and service delivery within the financial services and insurance sector. I currently work at Botswana Life Insurance Limited, where I manage enterprise client relationships, drive digital adoption, and deliver customer-centric solutions that improve engagement and operational efficiency. I have led and supported multiple customer experience initiatives, including increasing digital platform adoption by 65%, streamlining service processes, and improving response times while maintaining high satisfaction levels.

My experience spans frontline service delivery, contact center operations, and acting supervisory responsibilities, giving me a well-rounded understanding of customer journeys, pain points, and service excellence. I am passionate about data-driven decision-making, continuous improvement, and aligning customer experience strategies with business outcomes. I hold a Bachelor of Arts (Hons) in Business Entrepreneurship, a PMI-Certified Associate in Project Management, and I am an Associate Member of IISA.

I am pursuing CCXP certification to formalize my customer experience expertise, strengthen my strategic CX capability, and contribute at a higher level to designing, measuring, and leading impactful customer experience transformations within my organization and the broader industry.