Tanja Ferreira

Partner

KPMG in South Africa

Tanja Ferreira is a partner in Management Consulting in South Africa. She leads Customer solutions for KPMG and is passionate about improving customer experience for her clients. Tanja qualified as a Chartered Accountant in 1998 and then 2 years later joined Management Consulting where her focus was primarily on business process reengineering across multiple sectors including financial services, telecommunications and the public sector. Through this extensive experience, she became passionate about driving her clients to focus on their customer needs and reengineer their businesses to deliver on these needs. This includes both internal customers for back office functions such as Finance as well as external customers for the Sales and Call Centre functions. Tanja’s financial background has stood her in good stead when helping clients determine the true costs of their products, services and channels using techniques such as activity based costing. She has worked in many countries in Africa and the Middle East and takes a personal interest in understanding and embracing different cultures. This is of particular relevance in understanding different customer requirements and designing consistent customer journey’s to meet and exceed these requirements.

Areas of Expertise

  • Telecommunications  
  • Financial Services  
  • Costing  
  • Process reeingineering
  • Customer centric operating models  
  • Customer experience redesign using journey mapping  
  • Voice of the customer
     

Education and qualifications

  • Chartered Accountant CA (SA)

  • Bachelor of Accounting

  • Bachelor of Commerce

Accreditation

  • South African Institute of Chartered Accountants

Client Experience

  • Operating models

  • Voice of the customer

  • Front office integration to back office

Connect With Me

  • Johannesburg, ZA
 

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