Naseera Hafeji

Observer
DISC Type : ci

Head of Customer and Social Resolution at OVO

Leicester, England, United Kingdom

Overview

Naseera Hafeji is the Head of Customer and Social Resolution at OVO, specializing in leading teams through transformational change. With an extensive background in operational coaching and complaints resolution from her time at E. ON, she is also a Certified Agile Leader focused on creating customer-centric operational cultures.


Her operational coaching team at OVO won a bronze award for "Best Supporting Team of The Year" at the European Contact Centre and Customer Service Awards.

Personality Overview

Assertive

Curious

Value Driven

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They are generally strong communicators and are not easy to convince. They often ask many questions and rely heavily on information and documentation.

Topics They Care About

Customer Resolution
Her current role is Head of Customer and Social Resolution, and she previously managed a Centre of Excellence for Complaints Resolution at E. ON.
Operational Coaching
She has held multiple roles focused on coaching, including Head of Operational Coaching, and emphasizes enabling a culture of growth for colleagues.
Agile Leadership
Holds certifications in Agile Leadership (CAL-E and CAL-O), indicating a focus on applying agile methodologies for managing teams and organizations.

Media Appearances

Naseera has no verified media appearances

Work History

10-2024
Head of Customer and Social Resolution at OVO
3-2023 - 11-2024
Head of Operational Coaching at OVO
3-2022 - 3-2023
Operations Coach Lead at OVO
6-2014 - 3-2022
Section Manager - Centre of Excellence for Complaints Resolution at E.ON
9-2004 - 6-2014
Team Manager at E.ON

Education

Education details unavailable from Leicester College

More Information

Social Presence :

Prographics :

Exp : 24 Location : Leicester, England, United Kingdom Job Level : Mid-senior Designation : Head of Customer and Social Resolution at OVO
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Insights For Selling To Naseera

During A Call Or A Meeting

DO's

  • Be prepared for a lot of questions, answer them objectively
  • Help them realize that there is no personal risk in making this decision
  • Invite them for a social do but don’t rely solely on the relationship

DONT's

  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t rely excessively on your relationship with them to win the deal
  • Avoid making offhand commitments

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Naseera is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Naseera

  • They are practical yet friendly, don’t expect a clear no very often.

Insights For Deal Planning

    How fast (or slow) will Naseera move?

  • They like to analyze well and can take their time to reach any decisions.
  • Can Naseera take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Naseera

Personality Compatibility


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