Nicola Cafun

POS Retail Team Lead with a strong background in retail systems support, incident management, and frontline technical leadership. Proven ability to lead support team in high volume retail environments, ensuring maximum system uptime, rapid issue resolution, and consistent service delivery across multiple store locations. Demonstrates solid expertise in POS applications, payment flows, hardware peripherals, and retail backoffice integrations, with a clear understanding of the operational impact of system downtime on revenue and customer experience.

Pos Retail Teamlead at Transaction Junction (2025-01 – Present)

• Provide first-line supervision to the POS Technical Analyst team.
• Ensure that each new team member receives the required setup, orientation, systems, and training.
• Identify training needs and coordinate and provide training sessions.
• Update knowledge base, user guides, etc.
• Analyze the details of cases logged in JIRA/Hubspot/Zendesk (Ticketing System) and identify analysts that require additional product knowledge training.
• Ensure that the environment is up to date with the latest software and hardware, and is PCI compliant.

Retail Support Analyst at ACS (2022-01 – 2024-12)

• Handling of day-to-day incidents and requestsfor information / transaction queries.
• Implementations of software and patches.
• Management of open incidents after hours and working effectively to resolve these incidents.
• Assist with problem solving and information gathering (traces/ log files etc.)
• Early identification of issues through monitoring.
• Basic monitoring and quality assurance checking. Afterhours, remote support on rotation.
• Documentation and contributing to the Knowledge base. Teamwork.

Payments Administrator & Operations Specialist at Prodigy Finance (2019-01 – 2022-12)

Service Desk Support at ACS (2012-01 – 2019-12)

Diploma in Personal Training, Nutrition & Sports psychology

Matric