Willow Agostinho

Analytical and detail-oriented technology, operations and customer service professional with a Bachelor of Social Sciences in Organisational Psychology and Industrial Sociology from the University of Cape Town. Experience across financial, technical and administrative sectors.

Service Consulting Lead | SaaS Operations & Technical Support at Thesis AI (2025-10 – 2026-08)

• Supported daily backend operations of a SaaS platform, troubleshooting technical issues and coordinating resolutions with internal teams.
• Acted as liaison between customers and AI/engineering teams, investigating technical issues, escalating bugs and communicating resolutions.
• Identified recurring platform issues and provided actionable UI/UX feedback to improve product functionality, usability and customer experience.
• Managed Stripe payment queries and disputes, customer escalations, compliance communication and operational priorities through cross-functional-collaboration.

Universal Banker | Part-Time Contract at FNB (2025-12 – 2026-06)

• Deliver tailored financial advice and solutions through proactive client engagement and needs analysis.
• Manage leads pipeline, client acquisition and existing portfolios to achieve financial targets and drive profitable growth and sales.
• Ensure compliant administration, accurate reporting and strong stakeholder relationships while upholding service excellence.

Customer Service | Operations Specialist at Shoprite (2024-08 – 2025-08)

• Managed 60+ daily customer interactions across calls, emails and non-voice channels.
• Collaborated with logistics, warehouse and customer service teams to streamline operational workflows.
• Resolved operational challenges while maintaining service quality and customer satisfaction.

HR Administrator at WA Auto Repairs (2023-04 – 2024-08)

• Coordinated front-desk operations, scheduling, internal communications and HR administration.
• Maintained digital and physical personnel records and supported data management, absenteeism tracking and leave administration.
• Supported disciplinary processes and organised staff wellness initiatives and team-building activities.

Customer Service Consultant & Chat Agent at Merchants SA (2022-09 – 2023-03)

• Achieved KPIs for customer satisfaction and first-contact resolution.
• Delivered high-volume voice and chat support to U.S.-based customers.
• Contributed to peer training and quality assurance efforts.

Bachelor of Social Sciences in Organisational Psychology & Industrial Sociology – University of Cape Town (2024-12)

National Senior Certificate – Brackenfell High School (2018-12)