Patience Masengemi
Customer support credit card
About
To enhance my professional customer service skills, capabilities and knowledge in an organization which recognizes the value of hard work and trusts me with responsibilities and challenges.
Experience
Customer support credit card - Capital one Canada
(2026-07)
I transitioned to capital one Canada international bank as a customer support agent in the credit card division. I assist customers with their daily banking needs such as account balance, tracking payments, personal information updates while being compliant with PCI/PII regulations by means of verification, KYC, money movement, casr creation to locate and re allocate payments from and to correct account, card replacement, card issue and LSRP, adding of authorized users to credit card, digital self services setup, navigation and support.
Email call and chat support (T 1) - Merchants
(2024-05)
My role was to actively engage and assist my customers by means of chat call and email support in order to navigate around to and from designated areas to complete their dashes. I also support the customers by looking up their account details for payments made to them, outstanding amounts and process necessary payments or authorise payments for any dashes they may need to complete by means verification and or additional verification. Verify customers and escalate for personal vehicle updates and personal information updates to accounts and ensure all call flow and handle time is met by means of Amazon agent connect, salesforce, sigma and slack.
The campaign ended and the company trained and transferred me to Capital one as I am familiar customer PII/PCI compliance
Call center agent - Qsr call center under Famous Brands
(2019-11 - 2024-04)
In this role I answer inbound calls, capture customer information and advice on current promotions available in the preferred language of the customer. I furthermore assist with placing order for customer at designated store after upselling. I handle queries by means of the base desk system as means of solving customer concerns/complaints by logging tickets and following up to ensure customer satisfaction and enhance the overall customer experience.
Legal interpreter and all round office assistant - House of professional consultants
(2014-01 - 2014-09)
- Interpreting during disciplinary hearing be it Afrikaans English Isizulu or sotho sometimes as means to break language barriers between employees and employers.
- Drafting and typing of legal paper work
- Attending to walk-in clients, greeting them n showing them to the correct person.
- Handling switchboard (four offices)
- Doing telemarketing to bring in new clients to our company by explaining how our services work and how We can be beneficial to them.
Education
N6 - Marketing management - Maluti Tvet (2018 - 2018)
