CX Country Head, UBA Ghana Ltd.

Yvonne is a certified Customer Experience Specialist (CXS) with over 14 years of experience in customer experience, customer service, and branch operations. Her expertise lies in enhancing the customer experience and service of institutions using data-backed strategies. She has a proven track record of training, motivating, and guiding staff towards delivering excellent service. Yvonne's leadership skills have enabled her to lead teams in executing these strategies, and her communication skills, including public speaking and presentation, have helped her effectively communicate these strategies to stakeholders.

Yvonne's partnership with key stakeholders helped her manage and sustain Access Bank's Customer Experience for over five years, resulting in the bank being named the best in customer service for two consecutive years in the Ghana Customer Satisfaction Index. Her dedication to customer service has earned her numerous awards, including Brand Ambassador in 2020. Currently, Yvonne serves as the Customer Experience (CX) Country Head for UBA Ghana Ltd. In 2022, she led the team to achieve the No.1 bank in retail customer experience by KPMG, just one year after joining the team.

Yvonne is a Professional Member of the West Africa Association of Customer Service Professionals (WAACSP) and an Executive Member of CXP Ghana Association. Her passion for driving customer experience is evident in everything she does, and she lives by the words of Larry Page, "Always deliver more than expected."