Business intelligence tools
AYANDA SISUSA
Learner Support Administrator
Cape Town
Summary
Results-driven Customer Operations and Experience Professional with over 5 years in finance, fintech, and e-commerce. Expertise in financial administration, client support, and process efficiency, facilitating effective service delivery. Skilled in resolving complex issues and managing stakeholder relationships, while fostering collaboration across diverse teams.
Overview
4
4
Languages
7
7
years of professional experience
Work History
Learner Support Associate-Finance
2U
01.2024 - Current
- effectively handle course cancellation and postponement requests with spree, maintaining compliance with internal policies and SLA.
- adjust invoices in Zoho for enrollment alterations, payment corrections, and course schedules.
- Manage formal cancellation and deferral documentation in Acumatica to maintain accurate records and facilitate audit readiness.
ENROLMENT ADVISOR
2U Inc
07.2023 - 06.2024
- Articulated information clearly and professionally to prospective students via phone and email, leveraging Salesforce for comprehensive tracking and record-keeping.
- Engaged with admissions and student success teams to optimize processes and increase student satisfaction
- Coordinated handling of high call volumes, emphasizing task prioritization in rapid environment to fulfill enrollment objectives.
- Designed personalized communication tactics to strengthen student engagement and retention rates.
Verification Specialist
PRODIGY FINANCE
11.2022 - 07.2023
- executed comprehensive verification of customer loan applications.
- surpassed performance objectives in a high-pressure, deadline-centric environment.
- Worked alongside underwriting compliance and support units to optimize application handling and elevate operational performance.
Verification Specialist: Rejection handling
MUKURU
09.2021 - 11.2022
- Facilitated client onboarding workflows consistent with SLA benchmarks and operational KPIs.
- Facilitated outbound KYC/AML verification calls in targeted risk-classified zones.
- Conduct electronic verification system to authenticate documentation and information from new account sign-ups
- Optimized verification processes to enhance accuracy and decrease turnaround time for document assessments.
Customer Service Associate
Capitec Bank
04.2020 - 09.2021
- Delivered backend administrative assistance for client account servicing and transactional support within regulated banking environments.
- Performed account audits, updates, and modifications in accordance with compliance and KYC standards.
- Utilized banking systems to process transactions accurately and efficiently.
Online retail Associate October
TAKEALOT
10.2019 - 12.2019
- Responded to multichannel customer queries (phone, email, chat) regarding product catalog, order fulfillment, delivery logistics, and user account management to maintain SLA compliance.
- Resolved escalated issues end-to-end by leveraging CRM systems for processing returns, refunds, service recovery actions, and loyalty adjustments per company protocols.
- Assisted customers with locating specific items or suggesting alternative options based on their preferences.
Education
Certificate - Commercial and Contract Law
University of Cape Town
Cape Town, South Africa04-2024
Diploma - Accountancy
Cape Peninsula University of Technology
Cape Town, South Africa 04.2001 -
Certificate - Oxford Senior Leadership Executive Programme
Said Business School, University of Oxford
Cape Town 04.2001 -
Certificate - Payroll and Tax Administration
University of Cape Town
Cape Town, South Africa 04.2001 -
Certificate - MBA Essentials
The London School of Economics And Political Science
Cape Town, South Africa08-2024
Certificate - Software Engineering
International Business Machines Corporation
Cape Town, South Africa 04.2001 -
Certificate - Accounting And Finance
UCT University of Cape Town
Cape Town, South Africa 04.2001 -
Skills
Invoice processing
Invoice dispute resolution
Customer relations
Customer service
Data entry accuracy
Interests
AI in finance and automation tools
Online courses and upskilling
Reading (business, biographies, self-development)
Hiking
Hiking is one of my key hobbies as it gives me the opportunity to step away from daily demands, reset mentally, and regain clarity. Being in nature helps me slow down, reflect, and realign my thinking, which improves my focus and decision-making when I return to work. It also reinforces discipline, patience, and resilience, especially when tackling challenging trails. I find that this balance between effort and calm translates well into maintaining composure and consistency in fast-paced work environments.
Timeline
Learner Support Associate-Finance
2U
01.2024 - Current
ENROLMENT ADVISOR
2U Inc
07.2023 - 06.2024
Verification Specialist
PRODIGY FINANCE
11.2022 - 07.2023
Verification Specialist: Rejection handling
MUKURU
09.2021 - 11.2022
Customer Service Associate
Capitec Bank
04.2020 - 09.2021
Online retail Associate October
TAKEALOT
10.2019 - 12.2019
Diploma - Accountancy
Cape Peninsula University of Technology
04.2001 -
Certificate - Oxford Senior Leadership Executive Programme
Said Business School, University of Oxford
04.2001 -
Certificate - Payroll and Tax Administration
University of Cape Town
04.2001 -
Certificate - Software Engineering
International Business Machines Corporation
04.2001 -
Certificate - Accounting And Finance
UCT University of Cape Town
04.2001 -
Certificate - Commercial and Contract Law
University of Cape Town
Certificate - MBA Essentials
The London School of Economics And Political Science