Laurinda Addy is a multilingual transformational leader, seasoned Customer
Experience (CX) Strategist, Professional Translator (English-French-Spanish), and accomplished Banking and Corporate Executive with over 25 years of leadership experience across multinational and international organizations. She is renowned for her expertise in CX management, strategic leadership, corporate communications, project management, and organizational transformation.
Laurinda has led enterprise-wide CX transformation initiatives, optimized
customer journeys across more than 30 Ecobank affiliates, and collaborated with executive teams to strengthen strategy, service delivery, and brand positioning. Her work spans financial services, government institutions, and development organizations, including Ecobank Transnational Incorporated, eProcess International, USAID Ghana Sustainable Change Project, and the Canadian High Commission.
As a Licensed Management Consultant and Chartered Administrator, she supports organizations in strategy formulation, process improvement, performance optimization, change management, communication enhancement, training, and service delivery redesign. She is widely respected for her cross-cultural competence, people-centered leadership, and ability to drive impactful organizational change.
A highly skilled Training Facilitator, Laurinda has developed and delivered high-level capacity-building programs, training modules, and Train-the-Trainer sessions for diverse corporate teams across Africa. Her strong administrative, program management, and communication skills have made her a trusted partner in driving transformation and excellence.
Academically, Laurinda holds an International Executive MBA in Strategic Management (Paris Graduate School of Management), a Degree in Translation (English-French-Spanish) from the University of Ghana, and an Advanced Diploma in French Studies from Cheikh Anta Diop University. She is also a Licensed Management Consultant, Chartered Administrator, and holds multiple CX certifications-including Customer Experience Management (Cranfield, UK), Call Center Leadership (C3Africa), Customer Service Leadership (ICSP Ghana), and the KPMG Global CX Certification.
Laurinda is a Fellow of the West Africa Association of Customer Service Professionals (WACCP) and a member of the Customer Service Professionals Network (CSPN), Toronto. She is also an author, conference speaker, event organizer, and board member of DISON International School.
Laurinda embodies excellence, cultural intelligence, and service leadership-qualities she champions at Laurel Consult and across every organization she supports.