SILVER MAPHOSA

EMEA, APAC, and Americas regions

• Delivered first-line support for technical and general customer inquiries via phone, email, and live chat.
• Managed up to 40 customer tickets daily using ServiceNow, achieving a consistent resolution rate of 95% within SLA.
• Escalated complex technical issues to Tier 2 and Tier 3 support teams while maintaining ownership of customer communication.
• Participated in quality audits and process improvement discussions, contributing to a 10% increase in customer satisfaction (CSAT) scores.
• Trained and mentored over 25 new team members on company systems and support procedures.

• Delivered first-line support to 1,200+ customers weekly via phone, email, and live chat, maintaining a 92% FCR and 94% CSAT score.
• Managed customer cases in Salesforce and Zendesk with 100% data accuracy and GDPR compliance.
• Escalated complex issues and collaborated cross-functionally to cut wait times by 20%.
• Contributed to process improvements that reduced call volumes and enhanced workflow efficiency.
• Recognized 3× as “Top Performer of the Month” for service excellence and customer retention impact.

• Conducted AML monitoring and enhanced due diligence for 1,000+ high-risk accounts, ensuring full compliance with AML/CFT regulations.
• Investigated suspicious activity and filed 150+ STRs with 98% accuracy; maintained a 100% audit pass rate.
• Performed KYC during onboarding and periodic reviews, reducing onboarding delays by 25%.
• Utilized AML tools (Actimize, SAS AML) to detect red flags and escalate cases to Compliance, Legal, and Risk teams.
• Trained junior analysts, reducing false positives by 20% and enhancing team efficiency.