Ramona Andrews
About Ramona Andrews
Ramona Andrews serves as the Global Complaints Leader at Afterpay, a position she has held since 2022. She has extensive experience in complaint management and customer experience, having previously worked at Fifth Third Bank and Lucent Technologies.
Work at Afterpay
Ramona Andrews serves as the Global Complaints Leader at Afterpay, a role she has held since 2022. In this position, she oversees internal complaints across Afterpay's global operations, which includes regions beyond North America, Australia, and New Zealand. Her responsibilities extend to managing external regulatory complaints in various countries, ensuring compliance with organizations such as the Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB), Australian Financial Complaints Authority (AFCA), and Financial Dispute Resolution Service (FDRS).
Education and Expertise
Ramona Andrews studied Economics at the University of the West Indies, St. Augustine Campus, where she earned a Bachelor of Science (BSc) degree. Her educational background provides a foundation for her expertise in complaint management and customer experience, which she has developed throughout her career.
Background
Prior to her current role, Ramona Andrews worked at Fifth Third Bank for six years, where she held various positions, including Director of Disputes Resolution & Recoveries VP, Customer Experience and Complaint Management VP, and Customer Experience Manager, VP. Her experience at Fifth Third Bank involved leading a transformation in a disputes contact center and back-office disputes investigation organization, focusing on regulatory compliance and enhancing customer experience. Earlier in her career, she worked as an Account Support Specialist at Lucent Technologies.
Achievements
During her tenure at Fifth Third Bank, Ramona Andrews led significant improvements in the disputes contact center and back-office operations. Her efforts contributed to enhanced regulatory compliance and improved customer experience over a period exceeding five years. These initiatives reflect her commitment to effective complaint management and customer service.