Leroy Floris
Customer Success | FinTech | Payments | Technical Support
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About
Dedicated, solutions-driven Customer Success and Technical Support professional with 10+ years of experience across fintech, digital payments, cryptocurrency, fraud prevention, and high-volume customer support environments. Skilled in Zendesk, CRM systems, customer onboarding, transaction monitoring, fraud investigations, technical troubleshooting, and escalation management. Proven track record of improving support operations, resolving complex issues, collaborating across teams, and delivering exceptional customer experiences while consistently meeting SLA and customer satisfaction goals.
Experience
Customer Success Associate - SA Commercial
(2022-09 - 2025-10)
- Onboarded new and existing customers, guiding setup, payment integrations, and issue resolution.
- Managed technical troubleshooting across payment hardware, software, Shopify, BigCommerce, Xero, QuickBooks, and NUORDER.
- Managed Zendesk ticket queues and escalations while maintaining SLA targets.
- Maintained CRM records and monitored infrastructure and operational reporting.
Payments Operations / Customer Success Associate - Ecentric Payment Systems
(2021-12 - 2022-06)
- Monitored EFT and online payment transactions.
- Investigated processing exceptions and escalated operational issues.
- Managed batch processing and payment diagnostics.
Customer Success Associate - Luno
(2019-11 - 2021-11)
- Supported cryptocurrency customers with verification, deposits, withdrawals, and security queries.
- Performed KYC verification and compliance checks.
- Monitored transaction issues and coordinated platform bugs through Jira.
Call Centre Advisor & 2IC - Webhelp SA
(2015-10 - 2017-09)
- Supported fraud investigations and escalated suspicious activity.
- Managed customer escalations and coached new advisors.
- Produced operational reporting.
Fraud Administrator - RCS Head Office
(2014-03 - 2015-09)
- Investigated fraudulent applications and verified customer information.
- Supported branches with high-risk account enquiries.
Sales Agent & Quality Control Assessor - Summer Mobile
(2013 - 2014)
Customer Service GRE Coach & Floor Support - 121 Outsource Specialists
(2010 - 2013)
Customer Service GRE Coach - TeleTech SA
(2009 - 2010)
Customer Service & Technical Support - Vodacom
(2006 - 2009)
Education
Grade 12 Certificate - Spine Road High School
