Patricia Kampata Mukendi
Cape Town
Summary
With 2 years of experience in debit claims handling and previous experience as a customer service team lead, I have developed a strong foundation in providing exceptional support. Throughout 4 years as a sales and support agent, I gained extensive knowledge of money transfer procedures and became well-versed in Mukuru\'s products and platforms. Over 6 years, I grew within the company, demonstrating self-management skills while being a valuable team player. Committed to self-development is a continuous journey, pushing myself to new heights. Taking a proactive approach, have trained and mentored junior team members, boosting confidence and enhancing skills. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth
Overview
12
12
years of professional experience
Work History
Wallet Fraud Controller Team Lead (Financial Crimes)
Mukuru Financial Services
05.2024 - Current
- Responsible for the wallet fraud controller team
- Act as the first point of contact for handling client queries related to debit claim incidents
- Oversee the team's daily debit claim processes and submissions
- Resolve escalated chargeback queries in a timely manner
- Monitor team performance and provide guidance
- Take ownership of issues that arise and managing them effectively to minimize customer impact
- Produce reports with recommendations for improvements to respective parties
- Coach, mentor and build capability within the card and wallet fraud team
- Conduct performance management functions for team.
Wallet Fraud Controller (Financial Crimes)
Mukuru Financial Services
08.2022 - Current
- Conduct primary investigation calls with clients
- Ensure claim forms are completed and submitted accurately
- Understand the customer's query and provide clear and concise feedback that the customer understands
- Ensure all customer / Contact Centre / partner updates on tickets responded to in 4 hours and outcomes delivered to client
- Manage claims deliberation process and dates
- Evaluate declined cases and lodge appeals wherever possible.
Sales and support consultant (Languages)
03.2018 - 07.2022
- Answer calls (inbound and Outbound) and respond to Zendesk ticket queries
- Assist clients with order creation and queries
- Identify and escalate issues to the relevant department via internal channels
- Provide customers with product and service information
- Follow up customer calls where necessary
- Ensure that all callbacks are attended to timeously
- Complete surveys and promotions timeously
- Assist with all Moneytrans issues related to name changes, voucher issues and language issues.
Sales and support Team Leader (Languages)
06.2020 - 01.2021
- Responsible for supervising day to day functioning of the languages team within the contact center operations
- Maximize the productivity and performance of the Languages team, ensuring the efficient running of the team and delivery of world class customer service
- Monitoring and reporting team performance daily and monthly.
Research and Development assistant
03.2014 - 06.2014
- As a lab technician Research and Development assistant I was responsible for the preparation of small-scale kitchen recipes for new products
- Responsibility included: Weighing of ingredients
- Making kitchen scale recipes
- Viscosity measurements
- Shelf-life testing (color, taste and viscosity)
- Set up of tasting room
- Cleaning and maintenance of R&D Laboratory.
Lab Technician
Bettafresh division
09.2012 - 02.2013
- As a lab technician I was responsible for preparing media plates for the testing of incoming raw materials and processed end products
- Testing for end of shelf life of raw materials and processed end products for CFU
- Calibration of equipment: Scales, Thermometers, Incubators, Fridge used in laboratory
- Cleaning and maintenance of the laboratory.
Assistant
Bettafresh division
06.2012 - 09.2012
- I was an assistant to my supervisor in implementing updated safety measures in the factory including the training of staff in personal hygiene and personal safety
- I was also responsible for the inspections in the factory to check for cleanliness in the: Receiving area
- Preparation area
- Equipment used in the process food
- Machinery.
Education
National Degree in Food Technology - Food Technology
CPUT, Bellville
Cape Town2015
High School Diploma -
Livingston High School, RSA
Cape Town12.2010
Skills
- Decisiveness
- Self-knowledge
- Mentoring
- Team player
- Authentic
- Team Oversight
Languages
English
French
Swahili
References
- BM Foods Manufacturers, reception@bmfoods.co.za, 0215513733
- Denny Foods Manufacturers, Cape Town, 0215557230
- Mukuru Financial Services, Line manager Rudo Busumani, +27 834628353
Timeline
Wallet Fraud Controller Team Lead (Financial Crimes)
Mukuru Financial Services
05.2024 - Current
Wallet Fraud Controller (Financial Crimes)
Mukuru Financial Services
08.2022 - Current
Sales and support Team Leader (Languages)
06.2020 - 01.2021
Sales and support consultant (Languages)
03.2018 - 07.2022
Research and Development assistant
03.2014 - 06.2014
Lab Technician
Bettafresh division
09.2012 - 02.2013
Assistant
Bettafresh division
06.2012 - 09.2012
National Degree in Food Technology - Food Technology
CPUT, Bellville
High School Diploma -
Livingston High School, RSA
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