Lesego Tshoke
Johannesburg
Summary
Focused Fraud Analyst with highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated. Highly trained individual boasting a career involved in reviewing accounts and uncovering issues. A gifted Fraud Analyst determining risk levels and communicating effectively with clients and internal personnel. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Fraud Prevention Representative
Capitec Bank
Johannesburg
02.2020 - Current
- Provided technical support to other departments in resolving complex issues related to fraud prevention efforts.
- Performed periodic reviews of current policies and procedures related to fraud prevention initiatives.
- Utilized specialized tools such as data mining software programs for the purpose of detecting potentially fraudulent transactions.
- Reviewed customer accounts for suspicious activity and identified fraudulent transactions.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Maintained accurate records of all investigations including case notes, documents, emails.
- Developed strategies to reduce the risk of fraud losses by identifying new methods of detecting fraudulent activity.
- Investigated potential fraud cases, collected evidence, and reported findings to management.
- Collaborated with external partners such as law enforcement agencies when necessary in order to investigate suspicious activity.
- Created detailed reports summarizing investigations into suspected fraudulent activity.
- Provided guidance on how best to protect customers from becoming victims of fraud or identity theft.
- Responded quickly to customer inquiries regarding suspected fraud incidents.
- Verified customer information against existing records to detect discrepancies or inconsistencies.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Monitored account activities for irregularities and unauthorized access.
- Documented investigative findings in reports.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
Complaints Officer
Capitec Bank
Johannesburg
01.2019 - Current
- Investigated customer complaints to identify root causes and develop corrective actions.
- Provided customers with timely updates on their complaint status.
- Compiled detailed reports of all customer complaints and resolutions.
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
- Developed effective strategies for resolving customer disputes quickly and efficiently.
- Updated company databases with details of customer service cases handled.
- Gathered relevant data from internal systems to assess the validity of a complaint.
- Participated in team meetings to discuss new approaches for improving service quality.
- Monitored compliance with legal regulations related to consumer protection laws.
- Analyzed complex information and developed creative solutions for resolving complaints satisfactorily.
- Responded to customer inquiries via email, telephone, or in person.
- Collaborated with other departments to ensure prompt resolution of customer issues.
- Evaluated existing policies and procedures related to handling customer complaints.
- Advised customers on how best to utilize products or services to meet their needs.
- Drafted written responses to customers regarding their complaints.
- Identified trends in customer complaints and provided recommendations for changes in procedures or policies.
- Communicated regularly with management regarding progress on complaint resolution.
- Coordinated with external stakeholders such as suppliers or third parties to resolve complaints where necessary.
- Resolved customer complaints via phone, email or social media.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Facilitated dispute resolution between customers and vendors when appropriate.
- Assessed customer feedback to identify potential areas of improvement in products, services, or processes.
- Maintained accurate records of all customer interactions and follow-up activities.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Client Care Representative
Capitec Bank
Johannesburg
07.2015 - 01.2019
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Generated reports on customer feedback and satisfaction levels.
- Assisted customers with product selection and ordering process via phone, email, and chat platforms.
- Researched solutions for complex customer problems using available resources.
- Attended regular training sessions to stay current on industry best practices.
- Adhered strictly to company policies when dealing with confidential information.
- Performed administrative tasks such as filing paperwork or updating databases as needed.
- Maintained up-to-date knowledge of products, services, policies, and promotions offered by the company.
- Identified opportunities for improvement within the department's operations.
- Developed strong relationships with clients to increase retention rates.
- Analyzed data trends related to customer interactions and generated insights accordingly.
- Participated in team meetings to discuss strategies for improving client care processes.
- Answered incoming calls promptly while remaining polite and professional at all times.
- Processed returns, refunds, exchanges, and warranty claims according to established procedures.
- Reviewed customer orders for accuracy prior to processing payments.
- Addressed escalated issues from other departments in a professional manner.
- Responded quickly to emails from customers regarding order status or inquiries about products and services.
- Assessed customer satisfaction with services through follow-up communication.
- Provided customers with detailed information about company offerings, described features and applied verbal and written communication skills to redirect concerns toward positive aspects of products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Underwriter
SA Underwriters
Johannesburg
09.2014 - 07.2015
- Analyzed risk and adhered to underwriting standards to drive risk selection and profitability.
- Utilized underwriter authority to correspond with corporate risk appetite and strategy.
- Underwrote renewals by reviewing premium history, claims history and company financial condition to determine action.
- Resolved discrepancies between customer documentation and internal records.
- Gathered and analyzed information to determine risk acceptability.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
- Liaised with field, gathering information to base and defend underwriting decisions.
- Maintained accurate records of all transactions handled by the department.
- Worked with colleagues to review, accept or deny new and renewal business.
- Negotiated coverage, policy pricing and service delivery during meetings with customers, agents or brokers.
- Prepared memos and other correspondence to communicate changes in rates or benefits.
- Conducted accurate and thorough risk selection with proper classification of insureds.
- Reviewed company records to determine amount of insurance on single risk or group of closely related risks
Customer Survey Index Consultant
Liquid Capital
Johannesburg
08.2010 - 09.2014
- Collaborated with clients to develop action plans to address specific challenges and objectives.
- Developed and implemented customized strategies to meet client needs.
- Prepared accurate and concise reports, conveying progress, issues and solutions.
- Created comprehensive reports on project progress and results for clients.
- Identified risks and assessed potential impact, consulting with clients to prepare mitigation plan.
- Applied techniques to analyze requirements, system capabilities and workflows.
- Conducted research, surveys and interviews to gain business insights.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Set specific goals for projects to measure progress and evaluate end results.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Outbound Call Centre Agent
Innovation Group
Johannesburg
04.2007 - 12.2008
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with others to discuss new opportunities.
- Recognized by management for providing exceptional customer service.
Education
GED -
Cornerstone College
Johannesburg 12-2020
GED -
Rosebank College
Johannesburg 01-2005
High School Diploma -
Careers Centre
Johannesburg 01-2001
Skills
- Ethical Standards
- Identity Verification
- Decision-Making
- Task Prioritization
- Telephone and Email Etiquette
- Fraud Detection
- Reliability
- Team Collaboration
- Time Management Abilities
- Fraud Patterns
- Problem-Solving Abilities
- Relationship Building
- Interpersonal Communication
- Problem-Solving
- Attention to Detail
- Active Listening
- Time Management
- Analytical Thinking
- Effective Communication
- Goal Setting
- Dispute Resolution
- Adaptability
- Verbal and Written Communication
- Self Motivation
- Organizational Skills
- Continuous Improvement
- Proficient in Sales force
- Professionalism
- Multitasking
- Account Information Review
- Report Writing
- Ethical Standards
- Payroll and budgeting
- Staff Management
- First Aid/CPR
Languages
English
First Language
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Fraud Prevention Representative
Capitec Bank
02.2020 - Current
Complaints Officer
Capitec Bank
01.2019 - Current
Client Care Representative
Capitec Bank
07.2015 - 01.2019
Underwriter
SA Underwriters
09.2014 - 07.2015
Customer Survey Index Consultant
Liquid Capital
08.2010 - 09.2014
Outbound Call Centre Agent
Innovation Group
04.2007 - 12.2008
GED -
Cornerstone College
GED -
Rosebank College
High School Diploma -
Careers Centre
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