Bonginkosi Gift Ngcobo
Fraud Specialist
Soweto
Summary
As a highly resourceful Call Centre Representative, I am known for consistently surpassing productivity targets and demonstrating a proven ability to troubleshoot and swiftly resolve issues, ensuring customer satisfaction and loyalty. My professional demeanor, coupled with unwavering patience and efficiency, is recognized and endorsed by a strong network of references. Esteemed professionals such as Eugenia Mchunu, Team Manager at Aegis (0736406685), Molly Kodisang, HR Officer at Verpakt Management Services (011 253 9753), a Manager at STATS SA (083 287 8937), Andile from Catch Consultancy (Team Manager, +27 61 911 4654), Kelebogile at HERBERI (Team Manager, +27 78 867 4246), and Nhlanhla Mzolo, Team Manager at AfrihostSP (+27 78 288 2166), Team Manager at GENPACT SA_CITIBANK , Thabang Wessi - +27 67 200 5308
Overview
7
7
years of professional experience
1
1
Certification
3
3
Languages
Work History
Fraud Prevention Specialist
GENPACT SA_CITIBANK
Johannesburg
03.2025 - 03.2026
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Conducted thorough risk assessments for new products, ensuring compliance with regulatory standards.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Technical Support Agent
AfrihostSP
Johannesburg
09.2024 - 01.2025
- Managed hosting accounts, ensuring efficient operation and client satisfaction.
- Provided technical support for hosted domains, including configuration and troubleshooting.
- Set up and configured email accounts for domains, resolving any email-related issues.
- Assisted with website troubleshooting, including server pointing and connectivity problems.
- Supported fiber telecommunications and data network setups, enhancing client connectivity.
- Configured routers using both PPPoE and DHCP protocols to ensure optimal network performance.
- Activated fiber lines and provided technical assistance for FTTH (Fiber to the Home) services to Afrihost clients.
- Resolved technical support queries related to Afrihost FTTH, improving customer service quality.
- Utilized third-party FNO (Fiber Network Operator) portals proficiently to address client issues.
- Logged maintenance tickets and processed orders through FNO portals, streamlining operations.
- Configured and managed VoIP accounts, providing reliable telecommunication solutions.
- Troubleshot VoIP configurations and authentication issues, maintaining service quality.
- Supported Pure LTE services, including router configuration and APN settings on MTN infrastructure.
- Managed and resolved LTE service issues, ensuring uninterrupted internet connectivity for clients.
- Provided DSL (Digital Subscriber Line) support, including router configuration and troubleshooting.
- Managed DSL accounts, delivering consistent and reliable internet services.
- Assisted with Afrihost Air mobile sim cards, including APN configuration and sim porting.
- Resolved 50 technical support inquiries per day.
Sales Agent
Herberi
12.2023 - 06.2024
- Achieved consistent monthly sales targets through strategic customer engagement and needs assessment.
- Delivered persuasive product demonstrations and presentations, tailoring solutions to customer requirements.
- Proficiently managed customer relationships using CRM systems to monitor sales opportunities and coordinate follow-up activities.
- Maintained a portfolio of client accounts, fostering high levels of satisfaction and cultivating customer loyalty.
- Engaged in ongoing professional development by participating in training sessions to enhance product knowledge and refine sales techniques.
- Provided exemplary after-sales support, promptly addressing customer concerns to ensure continued satisfaction.
- Specialized in the promotion of slimming products, adeptly handling online orders and inquiries.
Digital care agent
Catch Consultancy
12.2022 - 09.2023
- Managed inbound customer service calls, ensuring high-quality support and customer satisfaction.
- Served as a Supervisor Assistant, providing leadership and support to the customer service team.
- Functioned as Second in Command (2IC), stepping in to make decisions in the supervisor's absence.
- Assisted customers with specific inquiries, delivering tailored solutions and fostering positive customer relationships.
- Resolved a wide range of customer queries and complaints, demonstrating problem-solving skills and patience.
- Troubleshot technical issues related to Fiber, ADSL, LTE, and 4G networks, offering expert guidance and technical support.
Project Field Worker Supervisor
STATS SA (Census)
01.2022 - 05.2022
- Orchestrated area and dwelling unit publicity campaigns to raise awareness and engagement.
- Executed verification of non-Supervisory Unit responses, ensuring accuracy and scope adherence.
- Coordinated support for Fieldworkers, enhancing fieldwork activities and operational efficiency.
- Monitored and tracked Fieldworkers' daily progress within the Supervisory Unit to meet project milestones.
- Strategically reassigned tasks among Fieldworkers to optimize resource allocation and project continuity.
- Evaluated and made decisions on Geospatial Information Frame (GIF) points, maintaining quality control standards.
English Consultant
Verpakt Management Services
Johannesburg
10.2021 - 03.2022
- Managed inbound calls and live chats casino with professionalism, ensuring prompt resolution of customer inquiries.
- Accurately logged tickets for various departments, facilitating effective issue tracking and resolution.
- Composed and dispatched email feedback to advance open cases, demonstrating attention to detail and follow-through.
- Employed client retention strategies to maintain and strengthen customer relationships.
- Provided insightful feedback to management, contributing to continuous improvement of service processes.
Customer Care Agent
Aegis Outsourcing
Johannesburg
07.2019 - 10.2021
- Promoted services and products offered by the company.
- Handled inbound calls and assisted customers with specific inquiries.
- Updated the existing databases with changes and the status of each.
- Resolved customer queries complaints.
- Allocating Technician to a specific Geological address or structure for installations.
- Troubleshooting of Fiber, Adsl, Lte and 4G networks.
Education
Technical Support -
MICTSETA
Johannesburg01-2018
High School Diploma -
Cabangokuhle High School
Durban, South Africa01-2011
Skills
Managing Difficult Customer Situations
Technical Analytical and Problem-Solving Skills
Interpersonal & Management Development Skills
Efficient Use of Resources
Computer Software Savvy
Cybersecurity awareness
Investigative tools
Fraud prevention strategies
Risk assessment expertise
Teamwork and collaboration
Time management
Multitasking
Certification
CFE - Certified Fraud Examiner
Timeline
CFE - Certified Fraud Examiner
05-2025
Fraud Prevention Specialist
GENPACT SA_CITIBANK
03.2025 - 03.2026
Technical Support Agent
AfrihostSP
09.2024 - 01.2025
Sales Agent
Herberi
12.2023 - 06.2024
Digital care agent
Catch Consultancy
12.2022 - 09.2023
Project Field Worker Supervisor
STATS SA (Census)
01.2022 - 05.2022
English Consultant
Verpakt Management Services
10.2021 - 03.2022
Customer Care Agent
Aegis Outsourcing
07.2019 - 10.2021
Technical Support -
MICTSETA
High School Diploma -
Cabangokuhle High School
LINK
LinkedIn: https://www.linkedin.com/in/bonginkosi-ngcobo-b8a74b218