Nkidi Makaepea

Highly trained, motivated, self-sufficient, and organized individual dedicated to following protocol and providing consistent, high-quality work. Objective is to work with existing staff and facilities to contribute effectively toward improving organizational objectives and achieving managerial goals and targets.

Customer Service Agent at Play Tsogo (Tsogo Sun Group) (2023-09 – Present)

• Provides support to customers via LiveChat and emails.
• Guides customers through the online site and assists them with various services and products.
• Drives brand loyalty through a personalized customer experience.
• Correctly escalates issues to internal teams.
• Delivers prepared scripts to welcome new customers and explains promotions and onboarding requirements.
• Liaises with other departments (e.g., marketing, finance) to ensure customer queries are resolved.
• Navigates through multiple systems and websites while adhering to the KPI structure.
• Ensures client needs and requirements are understood, interpreted, and communicated accurately while managing expectations at all times.
• Multi-skilled with both outbound and inbound experience.
• Builds strong, in-depth knowledge of company products.

Online Junior Internal Auditor at Gbets Online (Head Office) (2021-08 – 2023-08)

• Checked ticket times, dates, events, and odds-on client accounts.
• Verified FICA compliance and identified client VIP status.
• Calculated if deposits were turned over in full.
• Checked for client vouchers and worked out corresponding turnover clauses.
• Looked for late, related, or wrong odds tickets.
• Responded to audit emails and WhatsApp groups.
• Answered and made phone calls related to audit department queries.
• Approved withdrawals and processed real-money transactions and transfers daily.
• Checked if accounts were limited and ensured limitations were followed by staff.
• Compiled daily reports and enabled the team to reach monthly targets timely and accurately.
• Reviewed the ICP continuously to ensure alignment with organizational goals.
• Ensured full compliance and risk mitigation.
• Processed allocated payments to clients by delegated daily deadlines while adhering to departmental policies.
• Reconciled all payments back to the payment system and updated confirmations correctly.

Office Administrator at JJ DE JONG PRIMARY SCHOOL (2020-01 – 2021-12)

• Answering phone calls and responding to emails.
• Greeting and assisting visitors and clients.
• Organizing and maintaining office files, records, and documents.
• Scheduling meetings, appointments, and managing calendars.
• Preparing reports, letters, presentations, and other documents.
• Ordering and managing office supplies and equipment.
• Handling incoming and outgoing mail and courier services.
• Maintaining databases and ensuring records are up to date.
• Assisting with basic bookkeeping, invoicing, or expense tracking where required.
• Coordinating office activities and supporting managers and staff.
• Ensuring the office is clean, organized, and operating efficiently.
• Maintaining confidentiality of company and employee information.

Marketing and Betting Clerk at Playbets (2019-01 – 2020-12)

• Created, evaluated, and managed social media strategies and platforms.
• Managed paid social media campaigns within agreed budgets.
• Ensured optimal implementation of bets on the market.
• Worked with clients on payment billing and the payment of typing tickets.
• Received and forwarded information regarding betting players.

Betting Clerk at World Sports Betting (2015-01 – 2018-12)

• Worked with clients on payments.
• Handled billing and payment of typing tickets.
• Identified areas for improvement in the payment process and provided creative ideas for change.

Higher Certificate in Electrical Engineering – Capricon FET College (2010)

Grade 12 – Tshwane South College (2007)