SPSS
Letsekang Nyai
Fraud Investigator
Cape Town
Summary
Driven Fraud Investigator with a proven track record at Kazang, enhancing fraud detection strategies and significantly reducing fraudulent activity. Excelled in data analysis and effective communication, adept at collaborating with teams to identify and mitigate financial risks. Leveraged analytical skills and attention to detail to protect company integrity and client privacy.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
Work History
Fraud Investigator
Kazang
04.2023 - Current
- Conducted prompt and thorough investigations on referred files.
- Identified potential risks by conducting thorough investigations and analysing transaction patterns.
- Assisted in recovery of stolen assets by working closely with financial institutions and law enforcement personnel.
- Developed and implemented procedures to detect and prevent fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analysed large amounts of data to find patterns of fraud and anomalies.
- Reduced fraudulent activity by implementing effective fraud detection strategies and tools.
- Contributed to risk assessment efforts by identifying vulnerabilities within existing systems that could be exploited by criminals perpetrating fraud schemes.
- Maintained high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
International Country Administrator
Kazang
09.2018 - 04.2023
- Placed airtime stock vouchers and Simcard orders on Pastel using purchase orders, loaded vouchers and GRV.
- Calculated corporate commissions for pay-outs.
- Managed SMS Vendor debit orders for Old Mutual, Sanlam and Credit Express for Namibia.
- Prepared Quotation for SMS Vendor debit orders.
- Liaised with suppliers in Botswana and Namibia for follow ups on orders and invoices.
- Ensured that all Botswana and Namibia vendor contracts are received and processed before month-end and reconciled with Finance department.
- Dealt with third party escalations such as Prepaid Electricity Meter linking and refund queries, DSTV, Mukuru Money transfer and Airtime queries.
- Ensured that STD bank and Bank Windhoek downloads are done and loaded on system.
- Monitored and ensured that all bank deposits made through EFT, Cash deposits, Cell Payments and transfers that do not reflect on CR are processed.
- Assisted sales reps and clients with queries through Freshdesk, email, WhatsApp, Facebook and telephonically.
- Monitored vendor's performance and assisting sales staff to retrieve non-performing devices.
Call Center Supervisor
Kazang
01.2014 - 08.2018
- Managed staff of 10 agents.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across board.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Liaised with suppliers for suspension of payphone Simcard, reconnection, Itemized billing, and any network related issues.
- Monitored metrics/ KPI and developed actionable insights to improve efficiency and performance.
- Handled Technical Support queries that staff could not handle.
- Provided product training.
- Developed process controls and metrics for daily management of call centre
- Enhanced team performance with consistent coaching, feedback, and development opportunities
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents
- Developed process controls and metrics for daily management of call center
Support Services Representative
Kazang
11.2012 - 01.2014
- Managed over 50 customer calls per day and enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Handled inbound and directed calls to internal personnel such as EXCO and organizational departments with high level of professionalism.
- Assisted walk-in clients.
- Fixed vendor's incorrect bank deposits on system and liaised with banks regarding vendor's deposit.
- Provided device training to new and existing vendors.
- Liaised with suppliers such as Vodacom and dealers for linking and churning of devices.
- Relieved and attended Frond desk when required.
- Enhanced customer satisfaction by efficiently addressing and resolving support issues
- Provided timely feedback on product issues, contributing to product enhancements and bug fixes
Education
BSc Honours - Demography And Population Studies
The University of The Western Cape
Bellville, South Africa 01.2022 - 12.2023
Certificate in Fraud Detection And Prevention - Management
Alison
Online 02.2024 - 02.2024
Certificate in Fraud Risk Management (in Progress) - Economics & Management Sciences
Enterprise University of Pretoria
Pretoria, South Africa 05.2024 - Current
BA Honours Linguistics - Humanities
The University of The Western Cape
Bellville, South Africa 01.2018 - 12.2019
Skills Certificate - Public Relations Management
MSC Business College
Bellville, South Africa 01.2015 - 01.2016
Bachelor of Arts - Humanities
The University of The Western Cape
Bellville, South Africa 01.2009 - 06.2012
High School Diploma -
Fezeka High School
Gugulethu 01.2007 - 12.2007
Skills
Fraud prevention
Teamwork and Collaboration
Trend Analysis
Leadership and Management
Analytical Skills
Evidence organization
Evidence organization
Task Prioritization
Fraud Detection
Data Analysis
Effective Communication
Transaction monitoring
Software
Content Ready
Filezilla
Content Ready
Experian
Pastel
Ms Office 365 & Teams
Languages
English
Bilingual or Proficient (C2)
Xhosa
Bilingual or Proficient (C2)
Sotho
Bilingual or Proficient (C2)
Zulu
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
Golden Key International Honour Society
SAFPS
Accomplishments
- Supervised team of 10 staff members.
- Collaborated with team of 3 in the development of Fraud management tools.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Timeline
Certificate in Fraud Risk Management (in Progress) - Economics & Management Sciences
Enterprise University of Pretoria
05.2024 - Current
Certificate in Fraud Detection And Prevention - Management
Alison
02.2024 - 02.2024
Fraud Investigator
Kazang
04.2023 - Current
BSc Honours - Demography And Population Studies
The University of The Western Cape
01.2022 - 12.2023
International Country Administrator
Kazang
09.2018 - 04.2023
BA Honours Linguistics - Humanities
The University of The Western Cape
01.2018 - 12.2019
Skills Certificate - Public Relations Management
MSC Business College
01.2015 - 01.2016
Call Center Supervisor
Kazang
01.2014 - 08.2018
Support Services Representative
Kazang
11.2012 - 01.2014
Bachelor of Arts - Humanities
The University of The Western Cape
01.2009 - 06.2012
High School Diploma -
Fezeka High School
01.2007 - 12.2007