Nomsa Gama

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.

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.

Bachelor of Laws - Laws - UNISA

Diploma - Human Resource Management - Damelin

Matric - Highveld Secondary School