Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Gift Ngcobo

Backoffice Support Agent
Durban,KZN

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I am committed to staying up to date with the latest industry trends and technologies to continuously improve my skills and deliver exceptional results. Ultimately, I aim to build a fulfilling career where I can use my customer focus and technical skills to make a positive impact on
businesses and individuals alike.

Overview

11
11
years of professional experience

Work History

Fraud Agent

MTN
07.2023 - Current
  • Maintained detailed records of all investigations, ensuring compliance with company policies and regulatory requirements.
  • Identified patterns in fraudulent activities by analyzing data sets, leading to proactive countermeasures against emerging threats.
  • Developed comprehensive reports for senior management highlighting key trends in fraudulent activity and recommended loss prevention strategies.
  • Analyzed chargeback claims for legitimacy before processing refunds or adjustments, safeguarding company assets from misuse or abuse.
  • Enhanced customer satisfaction through timely resolution of fraud disputes and thorough investigation processes.

Written Correspondence: Social Media/ Email Agent

MTN
01.2020 - 06.2023
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Explain and recommend different post-paid price plans available and suitable for the customer’s needs (this may include affordability or usability).
  • Escalating and reporting faults.

Pre/Post-paid High Value Customer Care Agent

MTN
06.2014 - 01.2020
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
  • Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
  • Implemented proactive outreach efforts for at-risk customers, resulting in decreased account cancellations.
  • Participated in regular team meetings designed to evaluate current processes, share ideas for improvement, and celebrate successes achieved within the department.

Education

Bachelor of Commerce - Information Technology Management

Mancosa
Durban, South Africa
04.2001 -

Diploma - Accounting And Financial Computing

Rosebank College
Durban
04.2001 -

Skills

  • Attention to detail (I have a keen eye for detail to identify opportunities and anomalies)
  • Technical skills (Proficient in various software and tools)
  • Analytical skills (Good at identifying patterns, anomalies, and issues that need immediate attention)
  • Problem-solving skills (Ability to troubleshoot complex technical problems)
  • Communication skills (Ability to explain technical issues to non-technical stakeholders)

Software

Microsoft Office ( Intermediate)

Power BI (Intermediate)

Java (Intermediate)

Timeline

Fraud Agent

MTN
07.2023 - Current

Written Correspondence: Social Media/ Email Agent

MTN
01.2020 - 06.2023

Pre/Post-paid High Value Customer Care Agent

MTN
06.2014 - 01.2020

Bachelor of Commerce - Information Technology Management

Mancosa
04.2001 -

Diploma - Accounting And Financial Computing

Rosebank College
04.2001 -

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Gift NgcoboBackoffice Support Agent