Gugulethu Ngwenya

Position: FinOps Specialist

• Reference: Sheron (Line Manager)
• Numbers: 011-064-4601 or 086-111-1665

. Ensure all reconciliation solutions are in good health

. Assisted merchants in reconciling transactions to ensure accurate financial reporting

. Exception management for all supported merchant solutions pertaining to reconciliation and settlement

• Investigate, diagnose, troubleshoot and identify exceptions and resolutions
• Took ownership of reported customer issues, guiding all exceptions to resolution
• Provide the necessary training and guidance on all platforms to assist our customers
• Support multiple services and service providers for the merchant base (EFT + VAS)
• Configure and maintain services per client
• Configure and maintain client users
• Logged missing files with third parties to facilitate timely resolution
• Supplied the BA/Product owner information when logged to the TA for a test investigation.
• ETL job management
• Assigned cases to team members and tracked SLA in the team
• Provided prompt and accurate feedback to customers and vendors and banks
• Manage and maintain clients on application

• Reference: Pierre (Line Manager)
• Numbers: 011-064-4601 or 086-111-1665
• Ensured smooth operation of servers through regular checks.
• Executed system upgrades without disrupting work flow.
• Conducted thorough troubleshooting to identify and fix technical issues.

• Reference: Pierre (Line Manager)
• Numbers: 011-064-4601 or 086-1111-665
• Escalated unresolved issues in a timely manner for quick resolution.
• Enhanced client satisfaction by promptly addressing concerns and complaints.
• Trained new employees on company policies, ensuring uniformity in service delivery.
• Managed high volume calls to ensure smooth operations.
• Improved communication with customers through professional handling of queries.

• Delivered respectful and friendly assistance to colleagues and customers, enhancing workplace morale and customer satisfaction.
• Adjusted to various schedules by working nights, weekends, and bank holidays, ensuring adequate staffing during peak times.
• Arrived punctually for duty each day, ready to begin tasks promptly, contributing to operational efficiency.
• Reference: Nthabiseng (Operations Manager)
• Numbers: 076-873-8191 or 011-248-5000.