Yvonne Gilmour
About Yvonne Gilmour
Yvonne Gilmour serves as the Global Chief Customer Officer at Afterpay, where she has worked since 2016. With extensive experience in customer service and operations management, she has significantly contributed to the growth and global expansion of the company.
Work at Afterpay
Yvonne Gilmour has served as the Global Chief Customer Officer at Afterpay since 2016. In this role, she has played a crucial part in defining and instituting 'The Afterpay Way' for Operations, which aligns with the company's objectives. She has directed operations through rapid international expansion, extending Afterpay's reach from Australia to New Zealand, the USA, and the UK by early 2019. Gilmour has ensured consistent and exceptional service across different time zones and channels, fostering a truly global brand.
Previous Experience
Before her tenure at Afterpay, Yvonne Gilmour held various positions in customer service and operations across multiple organizations. She worked at Latitude Financial Services as the National Customer Solutions Leader and Head of Customer Service in 2016. Prior to that, she was the Customer Solutions Site Leader at GE Capital from 2012 to 2016. Gilmour also held roles at RSA, including Operations Leader and Business Coach, contributing to her extensive experience in customer service management.
Education and Expertise
Yvonne Gilmour's professional background includes significant expertise in customer service, operations management, and training and development. She has a history of leading transformative efforts to enhance customer experience, such as reducing customer contact rates through innovative self-service enhancements. Her experience spans various industries, allowing her to develop a comprehensive understanding of customer needs and operational efficiencies.
Achievements in Customer Service
During her career, Yvonne Gilmour has spearheaded significant operational expansions and improvements. Notably, she grew the customer base at Latitude Financial Services from 400,000 to over 10 million within four years. Additionally, she led a transformative effort at RSA to reduce customer contact rates from over 18% to less than 2%. Gilmour has also pioneered the creation of a 24/7 global service centre, ensuring comprehensive support for customers worldwide.