Support Consultant - Achievement Awards Group
(2025-11)
- Provided first- and second-line support to customers via phone, email, and ticketing systems, ensuring timely resolution of queries and issues.
- Diagnosed and troubleshot technical and functional problems, escalating complex cases to appropriate teams when necessary.
- Maintained high levels of customer satisfaction by delivering professional, empathetic, and solution-oriented service.
- Logged, tracked, and managed support tickets using CRM/helpdesk systems, ensuring accurate documentation and follow-up.
- Collaborated with cross-functional teams (development, QA, product) to resolve recurring issues and improve system performance.
- Built strong relationships with customers to enhance satisfaction and loyalty.
- Met or exceeded key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores
- Ensured compliance with service level agreements (SLAs) and company support standards.
Payments Administrator - Currency Hub - Cape Town
(2025-01 - 2025-08)
- Process outward SWIFT payments
- Process BOP payments on banking system
- Process clients withdraw requests
- Monitor and action client email queries daily
- Verify client banking details, Ncino
- Preparing manual BOP payment forms
- Self-motivated, with a strong sense of personal responsibility
- Provide professional services and support in a dynamic work environment
AIT - Approval International Transfer - Currency Hub - Cape Town
(2024-11 - 2025-01)
- Guide clients through AIT application process, including explaining requirements, collecting documents, and submitting to relevant authorites
- Liaise with South Africa Revenue Services to facilitate AIT approvals under the Foreign Investment Allowance
- Monitor the status of AIT applications and follow up with clients and banks to avoid delays.
- Ensure all AIT related documentation is complete, compliant, and securely stored.
- Stay up to date with SARB AND SARS exchange control rules and how they impact client transfers and operations.
- Assist in on-boarding new clients from an AIT perspective, ensuring they understand the process and are prepared for documentation requirements
- Contribute to continuous improvement of AIT workflows and tools to enhance operational efficiency and client experience
On-boarding Administrator - Currency Hub - Cape Town
(2024-01 - 2024-11)
- KYC and FICA verification, risk rating, PEP and Due diligence
- Opening of accounts with business partners
- Compliance checks and creation of documents sent to clients Ncino
- Process flow management (ZOHO)
- Conversion of all registrations through client portal (ZOHO CRM)
- Liaising with the bank AML, Account opening department
- Taking of incoming calls for client queries
- Communicate decisions to customers calmly and confidently and able to present key points for customers to fully understand policy and procedure
- Adapt and plan appropriately to manage own workload
- Furnish productivity stats/target to Team Leader on a daily basis (SLACK)
Data Administrator - GPA Consulting and Training - Cape Town
(2022 - 2024)
- Extract Data from a variety of platforms
- Match and reconcile data across different systems and platforms
- Use excel or organise and clean and validate data
- Generate and maintain daily and weekly reports
- Handle sensitive information and high level of confidentiality and integrity
- Resolve complaints where possible and escalate promptly in line with procedures
