Nomsa Gama
Fraud Front Line Manager
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About
Dedicated Fraud Front Line Manager with extensive experience leading operations teams, managing customer escalations, ensuring regulatory compliance, monitoring KPIs, and coaching high-performing teams. Proven track record in fraud mitigation, quality assurance, and operational excellence.
Experience
Fraud Front Line Manager - Genpact / Citi Bank - Johannesburg, South Africa
(2024-05)
- Spearhead fraud operations teams overseeing fraud investigations and mitigation strategies.
- Handle complex customer escalations and high-risk cases.
- Monitor productivity, quality assurance, and KPI compliance.
- Coach and develop analysts through structured performance management.
Team Leader (DSB.net Campaign) - Aegis Global / Startek - Johannesburg, South Africa
(2022-01 - 2024-05)
- Managed multi-skilled teams across voice, email, and chat channels.
- Delivered coaching sessions and quality improvement initiatives.
- Guided teams to consistently achieve top performer rankings.
Customer Service Executive - Aegis Global / Startek - Johannesburg, South Africa
(2020-11 - 2022-01)
- Processed customer subscriptions, payments, renewals, and refunds.
- Maintained excellent customer service standards and accuracy.
Secondment Team Leader - Aegis Global / Startek - Johannesburg, South Africa
(2020-02 - 2020-10)
- Oversaw SLA performance and service delivery improvements.
- Managed escalations and operational support.
Contact Centre Agent (MTN Campaign) - CCI - Johannesburg, South Africa
(2016-11 - 2018-10)
- Provided support for prepaid and postpaid customers.
- Acknowledged for strong customer engagement and performance.
Education
Bachelor of Laws - Laws - UNISA
Diploma - Human Resource Management - Damelin
Matric - Highveld Secondary School
