#CareerFocus With Nadia Solomon Customer Experience at Vuma
1. Tell us a bit about yourself.
I am a positive individual determined to achieve the best in every career opportunity or personal situation. My home life is stable and happy, which is my foundation. The intellectual capital gained throughout my varied professions enables me to add value to the working environment, and expertise in executing and achieving my goals successfully. As a focused individual who is passionate about people and understands the pressure of business delivery. As an optimist, I look for the best (win-win situation). In giving my best, I only expect the best.
2. What work do you do?
I am the Head of the Department for Customer Experience (CX) at Vuma, South Africa’s leading fibre provider. I and my team work together to better understand, and improve the needs and overall experience of our business partners and customers, Internet Service Providers (ISPs), and Vuma’s FTTH end users. My role requires deep-diving data insights to uncover the pain points customers experience whilst navigating through the various journeys when interacting with Vuma. In addition to managing a dedicated CX team, I contribute as a Change agent in the culture committee for Vuma’s holding company, MAZIV, underpinning a culture that supports the development of a cohesive and empowering environment for all MAZIV staff. I played a pivotal role in establishing the very first CX and social media division at Vuma and was the very first recipient of Vuma’s much-coveted CEO Award.
3. How long have you been in the industry?
I have been in the Telecommunications and Technology industry for over 20 years.
4. Has your work always been your passion? Tell us why.
Yes, of course, customer experience management has and will always be my passion. The CXM discipline allows me to immerse myself in the customer’s world, to understand their emotions, needs, and expectations. All these insights provide me with the ability to solve customer goals, improve customer satisfaction, and promote customer loyalty and advocacy. My other passion is people their hidden talents, development, and how their skills can positively benefit an organisation, South Africa, and the global economy. We need to ensure that more people have opportunities in which to grow, thrive, and meet the demands of the fourth industrial revolution. I believe that expanding access to connectivity and technology is essential for bridging the stark digital divide that currently exists in our country.
5. Being a woman in the industry – what does it take?
Being a woman in the tech industry requires competence, confidence, resilience, and advocacy. It involves excelling in your field, building a strong support network, advocating for diversity, and being adaptable to change. Assertiveness, and maintaining work-life balance are crucial for success in a male-dominated environment.
6. What has been the most difficult challenge of your career?
Creating the adoption of cohesive customer-centric culture in B2B environments. A conscious change in strategy is required, from the traditional thinking of focusing on product, price, and inside-out process design over customer needs and co-creating. The deliberate shift to concentrate on putting the customer first and at the core of business decisions, crafting customer-orientated products and services that provide positive experiences and build long-term relationships and loyalty.
7. What advice do you have for other women in your industry?
To always be true to yourself, stay the course, be authentically you, living out your passion with intent and purpose. There will be many times you will be confronted with hurdles in your journey, complex decisions, taxing people, and many changes along your journey but if your moral compass is intact, your heart is sincere and your spirituality is high with unwavering trust in your potential you won’t be shaken. Ensure you have the tools, opportunities, sponsorship, and autonomy to shape your own life and the lives of others, unlock their potential, and contribute to the betterment of people and businesses.
8. Plans for the future?
To live out my dreams of making a difference with everyone I touch in my and around my circle. Being the best version of myself accepting my plan and life’s journey. My career aspirations are to take my merited seat at the table, solve difficult challenges, achieve my highest potential, and be one of the best contributors to the CXM discipline. Watch this space the best is yet to come.
Short Bio:
Nadia Solomon is responsible for Customer Experience (CX) at Vuma, South Africa’s leading fibre provider, boasting over 20 years of experience. She works with her team to better understand and meet the needs of both Internet Service Providers and Vuma’s FTTH end users. Her role requires deep-diving data insights to uncover the pain points customers experience whilst navigating through the various journeys when interacting with Vuma.
In addition to managing a dedicated CX team, Solomon contributes as a Change agent in the culture committee for their holding company, MAZIV, supporting the development of a cohesive and empowering environment for all MAZIV staff. Solomon played a pivotal role in establishing the very first CX and social media division at Vuma. She was also the very first recipient of Vuma’s much-coveted CEO Award.
Solomon is passionate about people, their development, and how their skills can positively benefit their organisation and South Africa. To ensure that more young people have the opportunities they need to grow, thrive, and meet the demands of the fourth industrial revolution, she believes that expanding access to connectivity and technology is essential for bridging the stark digital divide that currently exists in the country.
To get in touch you can reach Nadia at: Nadia.Solomon@vumatel.co.za
Source: womenontop.co.za