Nonhlanhla Baloyi
South Africa, Johannesburg
Summary
Dynamic professional with extensive experience in financial management, customer support, client relationship management, financial administration, stakeholder engagement, regulatory compliance, and technical troubleshooting across banking, wealth management, and tech sectors. Excel at delivering high-quality customer and technical support; resolving user issues swiftly, managing client portfolios, overseeing secure financial transactions, and implementing process improvements for operational efficiency. Proven track record in interpreting financial data, ensuring AML/KYC adherence, supporting audits, collaborating with cross-functional teams, and driving compliance while maintaining exceptional client satisfaction.
Overview
19
19
years of professional experience
16134
16134
years of post-secondary education
Work History
Customer Support Specialist
Webhelp
01.2025 - 03.2026
- Handled high-volume inbound customer inquiries via phone, email, and chat, achieving 95% satisfaction ratings.
- Resolved complex billing, account, and technical issues for diverse client base.
- Trained new team members on support protocols and CRM tools like Freshdesk.
- Collaborated with cross-functional teams to escalate and resolve escalated tickets.
- Contributed to process improvements reducing average resolution time by 20%.
- Global leader in customer experience management, providing outsourced support for tech and financial services clients across multiple channels.
Customer Support Specialist
Fountain Sewing Cooperation
06.2024 - 12.2024
- Managed technical support tickets for users of order desk and onboarding software.
- Provided first-line support for troubleshooting app issues, integrations, and user training.
- Maintained detailed case logs and follow-ups, ensuring 98% first-contact resolution.
- Supported global clients across time zones, adapting to SAST schedules.
- Assisted in onboarding new users, improving adoption rates through personalized guidance.
- Provider of innovative tech solutions, specializing in customer-facing support for software platforms and order management systems.
Client Service Manager
Stonehage Fleming Corporate Services
08.2023 - 11.2024
- Maintained and grew strong client relationships across complex international portfolios, ensuring exceptional service delivery.
- Supported business development and origination by on-boarding new clients and participating in marketing initiatives.
- Ensured compliance with AML/KYC regulations, risk management practices, and the Trust Property Control Act.
- Oversaw transaction approvals, client account management, billing, and debt tracking.
- Partnered with lawyers, tax specialists, and asset managers to deliver bespoke financial solutions.
- Acted as director on SPVs, reviewing key financial and governance documents.
- Facilitated board meetings and trust structures, resolving post-meeting action points.
- Delivered share scheme administration services, including B-BBEE share schemes.
Share Plan Services Team Leader
JSE Investor Services
09.2021 - 07.2023
- Managed a portfolio of top JSE-listed clients and a team of 14 administrators.
- Oversaw reconciliations, approvals of trades and payments, and financial compliance with Investec and JSE systems.
- Conducted risk assessments to prevent financial/reputational losses.
- Built client relationships through advisory, training, and continuous engagement.
- Led system development project for a major client, introducing a new contributions scheme platform.
- A leading share registry, custody, and investor service provider, maintaining the registers of listed and unlisted companies including JSE Top 40 companies with over 1.2m shareholders.
Share Plan Services Team Leader
Investec
10.2017 - 08.2021
- Managed administration and client service centre for key client portfolios.
- Oversaw financial reconciliations, client payments, and system compliance.
- Ensured risk management and regulatory adherence in client services.
- Recognised as one of the Most Influential Women in the department (2019).
- Identified and recovered lost client revenue, improving profitability.
- Anglo-South African international banking and wealth management group. NB. Investec sold the share services business to the JSE in 2021.
Share Plan Services Administrator
Investec
03.2015 - 10.2017
- Managed client accounts and processed financial transactions including stock trading, tax, and dividends.
- Ensured compliance with FICA regulations and risk analysis.
- Promoted to Team Leader role due to strong performance.
IT Help Desk Agent
Investec
06.2011 - 02.2015
- Resolved technical issues for Investec staff, ensuring minimal downtime and high productivity
- Provided level 1 support for hardware, software, and network issues
- Managed and resolved incidents logged via the service desk platform
- Collaborated with teams to escalate and resolve complex technical problems
- Maintained accurate records of issues and resolutions for reporting and analysis
- Delivered excellent customer service to internal stakeholders
IT Help Desk Agent
GijimaAST
02.2008 - 06.2011
- Resolved technical issues for users across various departments efficiently.
- Trained new staff on help desk procedures and troubleshooting techniques.
- Communicated effectively with users to understand their technical needs clearly.
- Participated in training sessions for updating skills in latest technologies.
- Resolved customer complaints via phone or email in a timely manner.
Customer Care Consultant
Vodacom
11.2006 - 01.2008
- Educated customers on product features and service offerings effectively.
- Processed orders from customers using order management systems.
- Resolved customer complaints regarding products or services in a timely manner.
- Maintained an organized database of customer contacts for easy access when needed.
- Answered customer inquiries related to product features and services via email, telephone and online chat.
- Identified potential problems that may arise during the course of providing customer service.
Education
RE1 Regulatory Examination - FSPs and Key Individuals in all Categories of FSPs
Moonstone
Class of Business - Investments, Short-term and Long-term Deposits
RE5 Regulatory Examination - Representatives in all Categories of FSPs
Moonstone
B. Com - Accounting
Mancosa
Higher Certificate - IT
University of Johannesburg
Network Specialist -
IT Business Campus
ITIL v3 certificate -
Isolve
Matric -
Immaculata Secondary School
Skills
- Relationship Management
- Financial Administration
- Problem Solving
- Conflict Management
- Share Scheme Tax
- Communication
- Project management
- Time management
- Leadership
- User Training
- Customer Support
- Technical Troubleshooting
Timeline
Customer Support Specialist
Webhelp
01.2025 - 03.2026
Customer Support Specialist
Fountain Sewing Cooperation
06.2024 - 12.2024
Client Service Manager
Stonehage Fleming Corporate Services
08.2023 - 11.2024
Share Plan Services Team Leader
JSE Investor Services
09.2021 - 07.2023
Share Plan Services Team Leader
Investec
10.2017 - 08.2021
Share Plan Services Administrator
Investec
03.2015 - 10.2017
IT Help Desk Agent
Investec
06.2011 - 02.2015
IT Help Desk Agent
GijimaAST
02.2008 - 06.2011
Customer Care Consultant
Vodacom
11.2006 - 01.2008
RE1 Regulatory Examination - FSPs and Key Individuals in all Categories of FSPs
Moonstone
Class of Business - Investments, Short-term and Long-term Deposits
RE5 Regulatory Examination - Representatives in all Categories of FSPs
Moonstone
B. Com - Accounting
Mancosa
Higher Certificate - IT
University of Johannesburg
Network Specialist -
IT Business Campus
ITIL v3 certificate -
Isolve
Matric -
Immaculata Secondary School