Summary
Overview
Work History
Education
Skills
Certification
DATA PROTECTION CONSENT
Timeline
Generic

SILVER MAPHOSA

Warsaw

Summary

A highly skilled and dedicated professional with extensive experience in customer service, payment processing, and technical support. Proven expertise in managing service desk operations, overseeing payment onboarding processes, and providing efficient financial services support. Adept at problem-solving, ensuring customer satisfaction, and streamlining workflows. A collaborative team player with strong communication and organizational skills, committed to delivering high-quality service in fast-paced environments.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Process Controller

Fujitsu
07.2024 - Current
  • Streamlined service processes, reducing issue resolution time by 30% and improving SLA adherence.
  • Engaged with customers through various channels, responding to inquiries and proactively reaching out to ensure a seamless customer experience.
  • Monitored metrics to enhance customer experience and efficiency, leading to a 25% improvement in response time.
  • Collaborated with teams to address customer concerns and optimize service.
  • Ensured compliance with policies and standards, reducing regulatory issues by 15%.
  • Reported performance and process effectiveness to senior management, driving a 20% increase in operational efficiency.

Payments Onboarding Specialist| Financial Services

Planet Payments
02.2022 - 06.2024

Supported EMEA, APAC, and Americas regions

  • Supported EMEA, APAC, and Americas regions, ensuring smooth operations across diverse markets.
  • Managed end-to-end payment onboarding for 100+ clients, ensuring seamless integration and setup of payment solutions.
  • Collaborated with internal teams and clients to gather requirements, configure payment systems, and troubleshoot technical issues, reducing onboarding time by 30%.
  • Provided training and support to clients during the onboarding phase, achieving a 95% successful implementation rate.
  • Ensured compliance with regional regulations and industry standards, maintaining 100% adherence to security protocols.
  • Acted as a liaison between clients and technical teams to resolve issues and optimize payment systems, improving transaction efficiency by 20%.
  • Improved retention rates by establishing strong relationships with new hires during their onboarding period.

Customer Service Representative

Capita
02.2020 - 01.2022
  • Delivered high-quality customer support via phone, email, and chat, resolving 90% of inquiries on the first contact.
  • Processed transactions, managed accounts, and provided product information, contributing to a 20% increase in customer retention.
  • Documented customer interactions and feedback, escalating 10% of complex cases to senior teams for resolution.
  • Maintained up-to-date knowledge of company products, services, and policies to provide accurate information and reduce misinformation-related issues by 25%.
  • Consistently met or exceeded performance metrics, achieving an average response time of under 2 minutes and maintaining a 95% customer satisfaction rate.

Junior AML Analyst

FBC Bank, Zimbabwe
11.2018 - 10.2019
  • Conducted thorough customer due diligence (CDD) and enhanced due diligence (EDD), identifying and mitigating 90% of potential money laundering risks before escalation.
  • Monitored financial transactions for suspicious activity, raising alerts and escalating 15% of high-risk cases for further investigation.
  • Assisted in the preparation of reports for regulatory compliance and internal audits, contributing to a 100% compliance rate during audits.

Education

Bachelor in Business Management -

University of Lodz
Lodz
02.2022

Skills

  • Customer Service
  • Payment Processing
  • Financial Services Support
  • Service Desk Management
  • Onboarding Processes
  • Technical Support
  • Troubleshooting
  • Issue Resolution
  • Payment Systems Integration
  • Workflow Optimization
  • Client Relationship Management
  • Data Entry & Time Management
  • Communication Skills
  • Problem-Solving
  • Team Collaboration

Certification

  • Server Administration Essentia Training
  • Power BI: Integrating AI and Machine Learning
  • Server Management with ITIL

DATA PROTECTION CONSENT

I hereby give consent for my personal data included in my application to be processed for the purposes of the
recruitment process under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27
April 2016 on the protection of natural persons with regard to the processing of personal data and on the free
movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) introduced
into the Polish law with Data Protection Act of 10 May 2018 (Dz. U. 2018 poz.1000 as amended). I acknowledge
that I have the right at any time to view, to amend or correct and to request to erase my personal data.

Timeline

Customer Service Process Controller

Fujitsu
07.2024 - Current

Payments Onboarding Specialist| Financial Services

Planet Payments
02.2022 - 06.2024

Customer Service Representative

Capita
02.2020 - 01.2022

Junior AML Analyst

FBC Bank, Zimbabwe
11.2018 - 10.2019
  • Server Administration Essentia Training
  • Power BI: Integrating AI and Machine Learning
  • Server Management with ITIL

Bachelor in Business Management -

University of Lodz
SILVER MAPHOSA