SILVER MAPHOSA

• 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.

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.

• 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.

• 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.