Sandisiwe Booi

Results-driven customer service professional with over 10 years of experience across the public and private sectors. Currently employed as a KYC Outreach Analyst for an international bank, with strong expertise in customer due diligence, regulatory compliance, stakeholder engagement, and relationship management. Previous experience as a Second-in-Charge (2IC), supporting team leadership, workflow management, and service delivery.

Skilled in quality assurance through call listening, call scoring, compliance monitoring, coaching, and enhance the customer experience. Recognised for strong communication, leadership, problem-solving, attention to detail, and the ability to build positive relationships while consistently delivering high-quality results.

KYC Outreach Analyst - Genpact (CITI Bank) - Johannesburg, South Africa

(2025-03)

• Collect and verify customer KYC documentation in accordance with regulatory requirements.
• Conduct customer due diligence and risk verification activities.
• Liaise with clients, bankers, and internal stakeholders regarding KYC requirements.
• Support client remediation projects and periodic customer reviews.
• Communicate compliance requirements clearly and professionally to stakeholders

Emergency line Call Centre Agent - Digicall (MTN) - Johannesburg, South Africa

(2021-11 - 2023-02)

• Take all necessary particulars then assign the emergency to the relevant response team to attend to the incident. This may be a Flying Squad patrol vehicle, the local police station, ambulances, fire fighters or sea rescue
• Meet or exceed call speed, accuracy and volume benchmarks on consistent basis.
• Answer, screen and process high volume of calls daily with call management system and web-based communications

Customer Service Representative (call center) - Standard Bank of South Africa - Johannesburg, South Africa

(2013-05 - 2019-05)

• Addressed customer service enquires quickly and accurately.
• Assisted customers with product-related questions, feedback and complaints.
• Maximised customer satisfaction by resolving service issues promptly.
• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.

Receptionist - Callforce Direct - Johannesburg, South Africa

(2012-10 - 2013-04)

• Welcomed guests and clients in friendly, positive manner.
• Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
• Answered and directed incoming calls to relevant staff members using multi-line telephone system.
• Maintained clean and orderly reception area to impress and welcome visitors.
• Met incoming customers with professional approach and provided friendly, knowledgeable assistance.

N5 - Human Resources Management - Goldfields FET College (2008-01 - 2008-12)