Zimele kaGiliva

I work as a Genesys Cloud CX Administrator and Workforce Analyst with 15+ years of enterprise experience across Financial Services, Insurance, and Contact Centre environments. Expert at bridging the gap between business operational logic and technical cloud architecture. Proven track record in translating high-level business criteria into Functional Specification Documents (FSD), building automated workflow pipelines via CLEVVA, and optimizing system routing logic.

Workforce Data & Projects Analyst - Rand Mutual Assurance - Customer Service, Parktown North

(2017-03)

• Platform Administration: Act as the primary internal Systems Administrator for the enterprise Genesys Cloud CX environment, maintaining real-time queue logic, workspace access controls, and SSO integration pipelines.
• System Integration Engineering: Map technical data flows and schema criteria ahead of upcoming migrations, including the upcoming Odoo CRM and Genesys Cloud core integrations.
• Workflow Automation: Code and construct system-level interactive decision paths via CLEVVA, moving manual policy matrices into automated platform rules.
• Application Support: Diagnose live platform issues, reconfiguring routing rules and functional features directly against Functional Specification Documents (FSD) to minimize downtime.
• Data Engineering: Architect interactive Power BI monitoring portals that aggregate live database pipelines into EXCO infrastructure dashboards.
• UAT Deployment: Orchestrate cross-departmental User Acceptance Testing (UAT) initiatives, authoring sign-off reports before deployment to production environments.

MIS & Reporting Analyst - Nedbank - Group Finance Business Service Management, Sandton

(2015-12 - 2017-02)

• Systems Verification: Automated cross-system finance databases, partnering with core engineering teams to test system integrity and validate underlying database tables.
• Data Translation: Extracted raw financial system files and mapped database models into interactive reporting architectures.

MIS Analyst - Nedbank - Integrated Channel Services

(2011-04 - 2015-11)

• Data Flow Analysis: Managed reporting query timelines across relational pipeline tables, modelling portfolio data maps to track operational risk indicators.
• Process Mapping: Mentored junior data team members in database mapping frameworks and standard data query processes.

Business Analyst - Nedbank - Home Loans, Durban

(2009-10 - 2011-03)

• Legacy Modernization: Identified systemic processing blocks in legacy credit and lending programs, mapping system bottlenecks to coordinate code fixes with development squads.
• Requirements Gather: Conducted stakeholder definition workshops, capturing functional criteria to update loan system rules.

Specialist Relationship Manager - Nedbank - Small Business Acquisitions, Johannesburg

(2007-09 - 2009-09)

• Conducted financial modelling inputs for due diligence, cash flow, management buyouts, expansions and restructures.
• Prepared investment proposals to Credit Committee, tracked deals from origination through to approval & implementation.
• Recommended deals up to R5 mil for clients with turnovers up to R10 mil, based on financial analysis of viability and risk.
• Formulated technical valuation spreadsheets for client operations, translating cash flows into system risk models.

Business Advisor - Business Partners Ltd - Business Partners Start-Up Fund & Franchise, Westville

(2006-01 - 2007-08)

• Conducted financial viability studies, due diligence, cash flow and industry analysis on targeted entities to support investment decisions from R250,000 to R3 million.
• Manage & track invested portfolio performance data, actively optimising returns while marketing Start-Up Fund solutions.
• Analysed entity investment feasibility files, conducting technical viability tests on prospective operations.

Private Bank Credit Analyst, Forex Bank Teller, Junior Management Trainee - Forex Bank

(2000-07 - 2005-12)

• Assessed loan applications, agreements and business viability as a Private Bank Credit Analyst, applying credit policy, affordability and risk criteria including documentation review against contract.
• Built the financial analysis, client-facing and documentation foundations later applied to pipeline and credit reporting work.
• Evaluated loan risk variables, cross-checking verification files against lending platform compliance parameters.

Management Essentials for Team Leaders C1 - Henley Business School (2026-11)

Bachelor of Commerce - Economics - University of South Africa (2026-06)

Bachelor of Commerce - Economics & Statistics - University of Cape Town (1999-12)

Future Leaders Development - Wits Business School (2019-10)

Diploma - Project Management - College Campus (2008-11)

Certificate - Practice of MS Project - College Campus (2012-11)

Associate CAIB (SA) - Institute of Bankers South Africa (2005-01)

Advanced Diploma - Financial Services Credit - Institute of Bankers South Africa (2005-07)

Diploma - Financial Services Credit - Institute of Bankers South Africa (2004-01)

Certificate - Banking Financial Services - Institute of Bankers South Africa (2002-07)

Non-Degree NQF7 - Internal Auditing Test & Controls, Group Financial Reporting & General Financial Reporting - University of South Africa (2003-12)

Postgraduate Diploma in Business Management - Business Management - University of South Africa Business School (2027)