Harriet Lwakatare - GSMA Mobile 360 Series

Harriet Lwakatare

Harriet Lwakatare
Position

Director Customer Service Operations

Company

Vodacom Tanzania

Description

With over 10 years management experience within the telecommunication industry Harriet leads the Customer Service function for Vodacom Tanzania PLC. She is the face of the customer ‘Experience’ when interacting with Vodacom through all touch points which range from Vodacom shops, Call center, online and M-Pesa (Mobile Money) channels.

 

In her role, she provides strategic direction for Customer Service through proactively understanding customer requirements, supporting them as they navigate Vodacom channels and advocating for their needs within the greater organization- from service through to experience management.

 

She is zealous about the use of innovative technology and solutions to engage with customers and frontline staff. In the current world of digitization, Harriet’s focus areas include getting customers to embrace and adopt Digital Care through alternative channels – apps, online, social media and self-care.

 

Her passions lie in empowering customers through data adoption, promoting financial inclusion through M-Pesa and ultimately enhancing the overall customer experience with Vodacom.