Tshegofatso S.

Orchestrate the resolution of numerous customer queries across various brands while ensuring accuracy and adherence to organizational SLA compliance. Execute customer due diligence by validating identity documents, proof of residence, and banking details in compliance with FICA and KYC protocols. Manage essential security processes, such as logging fraud queries and stopping compromised cards. Lead efforts in recovering disputed or erroneous funds through interdepartmental coordination to ensure prompt customer notification. Maintain a consistent 24-hour SLA while delivering comprehensive resolutions that enhance customer experience. Identify recurring service issues to optimize Macros, FAQs, and chatbot responses, effectively reducing inbound ticket volume. Contribute to enhancements in AI-led support systems and digital automation tools to drive operational efficiency. Analyze ticket trends to inform management on necessary updates to workflows and training programs. Facilitate customer retention by resolving complex disputes and maintaining transparent communication.

Direct the comprehensive operations of the exam center, ensuring compliance with national protocols and legal requirements throughout a seven-year tenure. Supervise and train large teams of invigilators and administrative staff, strategically managing workloads to meet tight seasonal deadlines. Implement 'triple-check' data entry and verification processes to ensure complete data integrity in candidate documentation and results. Oversee logistical arrangements including the secure handling of materials and organization of resources, ensuring flawless operations in sensitive environments.