Customer experience strategy & service charters
Customer-led strategy, service standards and charters, and journey optimisation, grounded in Voice of Customer insight that turns into enterprise priorities.
Customer experience consultant · Kingston, Jamaica
Customer experience that customers feel and your numbers show.
I'm Nyree Coke. I help service-led organisations set the standards they promise, fix what gets in the way, and deliver measurable gains in customer satisfaction and cost-to-serve.
A no-obligation conversation about your priorities. Twenty-plus years leading contact centres and transformation programmes.
- PMP
- Lean Six Sigma Yellow Belt
- B.A.
- J.P.
20+years in customer experience
and service operations
and service operations
PMPcertified programme
leadership
leadership
Experience across
- Cable & Wireless
- FLOW
- Digicel
- J. Wray & Nephew
- Lascelles
Sound familiar?
Service that looks good on paper and falls apart on the phone.
Customers can't tell what you promise
Without clear service standards, every team improvises and every complaint becomes a debate.
Costs climb while satisfaction stalls
Manual work, repeat contacts and disconnected channels quietly inflate what each customer costs to serve.
Partners drift from your standards
Vendors and BPOs deliver to their contract, not to what your customers expect.
Good strategy stalls before it ships
Ideas lose momentum between the boardroom and the frontline when no one owns delivery.
I've spent 20+ years fixing exactly these, from the inside.
Book a discovery callHow I can help
Practical support, from strategy through to delivery.
Choose one area or combine them. Every engagement starts with your customers and ends with something your team can run.
Contact centre & omnichannel operations
Assessment and redesign of multi-channel contact centre and digital engagement, improving service through better process and performance management.
Vendor & BPO partner governance
Governance of partner and BPO ecosystems so vendor performance stays aligned with your service expectations and business outcomes.
Transformation & programme delivery
PMP-led delivery of cross-functional programmes, with structured project delivery, reporting frameworks and change management that keep execution disciplined.
Automation, analytics & AI-enabled service
Practical modernisation using automation, digital channels and customer analytics to reduce manual effort, cut cost-to-serve and support data-driven decisions.
Not sure where to start?
Tell me what isn't working and we'll work out the best first step together.
My approach
Listen. Strategise. Align. Deliver.
Four steps that take you from customer insight to results your leadership can see.
Listen
Customer insight, analytics and Voice of Customer data define what matters most.
Strategise
Insight becomes a clear service strategy that executives can back.
Align
Operations, technology, partners and business teams are brought behind one plan.
Deliver
Disciplined execution and governance turn strategy into measurable outcomes.
Translating customer insight into enterprise strategy, aligning stakeholders, and delivering measurable outcomes through data, automation and disciplined execution.
Track record
Experience you can rely on.
- 20+years in customer experience and service operations
- PMPcertified, with Lean Six Sigma Yellow Belt
- 2sectors: telecommunications and consumer industries
Enterprise transformation
Delivered initiatives that improved operational efficiency and service performance.
Automation & process optimisation
Reduced manual effort and enhanced productivity.
Cross-functional programmes
Led work aligned to revenue growth, cost reduction and customer experience improvement.
Customer insight & analytics
Strengthened capabilities that support data-driven decision-making.
About Nyree
Two decades inside customer service, now working with you.
I'm a customer experience and operations executive with more than 20 years of experience leading large-scale transformation, AI-enabled service modernisation and operational excellence across telecommunications and consumer industries.
I've run multi-channel contact centres, governed partner ecosystems and led the programmes that change how service is delivered. Because I'm also a certified Project Management Professional, what I recommend is practical, governed and built to be implemented.
- Project Management Professional (PMP)
- Lean Six Sigma Yellow Belt
- B.A. English Literature, University of the West Indies
- Justice of the Peace, St. Andrew
- Director, Customer Experience & Contact Centre OperationsFLOW Jamaica Ltd. Service modernisation, Voice of the Customer programmes, and vendor and BPO governance.
- Manager, Operations, Managing Director's OfficeFLOW Jamaica Ltd. A multi-million-dollar divestment programme, and enterprise-wide cost, efficiency and service initiatives.
- Progressive leadership rolesCable & Wireless Communications, J. Wray & Nephew Ltd, Lascelles Limited and Digicel Group.
Let's discuss your customer experience priorities.
Book a discovery callQuestions
Before you get in touch.
What happens in a first conversation?
A relaxed, no-obligation conversation about what's happening in your service today and what you'd like to be different. If I can help, I'll follow up with a clear, scoped proposal.
Do you only work with telecommunications companies?
My background is telecommunications and consumer industries, but the challenges are the same in any service-led organisation: clear standards, efficient operations and accountable partners.
Do you advise, or do you help make it happen?
Both. I'm PMP certified and have led large cross-functional programmes, so my recommendations come with the delivery plan, governance and reporting your team needs to run them.
How will we know it's working?
We agree the measures at the start. Typically that means customer satisfaction, cost-to-serve and business performance, supported by Voice of Customer data and clear reporting.
Can you work with our existing vendors and BPO partners?
Yes. Partner and BPO governance is a core part of my work: keeping vendor performance aligned with your service expectations and business outcomes.
Where are you based?
I'm based in Kingston, Jamaica. Get in touch and we'll talk through how best to work together.
Let's talk
Ready to make service a strength customers feel?
Tell me what you're working on. I read every message myself and reply personally.
- 1You send a short message
- 2We talk through your priorities
- 3I send a clear, scoped proposal
- Emailme@nyreecoke.com
- Webnyreecoke.com
- Phone+1 (876) 381-5114
- LinkedInConnect with Nyree
- Based inKingston, Jamaica