BONGANI ZWANE

• Providing telephonic and written communication service to both existing and prospective clients
• Liaising with internal sales, accounts and fitment departments
• Capture and update database held by the department
• Assist clients with internal queries and talking them through self help services

AIG Shields Up: Cybersecurity virtual experience program on Forage - November 2024

• Completed a cybersecurity threat analysis simulation for the Cyber Defense Unit, staying updated on CISA publications.
• Researched and understood reported vulnerabilities, showcasing analytical skills in cybersecurity.
• Drafted a clear and concise email to guide teams on vulnerability remediation.
• Utilized Python skills to write a script for ethical hacking, avoiding ransom payments by bruteforcing decryption keys.

• Identified potential design improvements through comprehensive sensitivity analyses of simulation models.
• Led training sessions on simulation tools and methodologies for internal teams as well as external customers.
• Developed custom simulation tools for enhanced analysis capabilities and streamlined workflows.
• Enhanced team collaboration, conducting regular project status meetings to ensure alignment on objectives and deadlines.

• Ensure that telephonic /electronic requests and walk in clients received within customer experience department are handled efficiently and in line with service level agreements and standards
• Ensure that complaints /requests received at director level/Hellopeter/Social media websites are resolved in line with service level agreements and standards as a first priority
• Ensure meeting of targets /deadlines as per key performance Agreement
• Follow up queries and liaise with all necessary parties and departments regarding query resolution
• To gather information on complaints including root cause analysis as well recommendations for management review
• To be responsible for investigation and reporting of all customer related complaints