Rodvan Walker

• Promoted from an agent to Digital Support Team Leader and now currently responsible for leading our Tier 2 Support Operations Team, driving service excellence, and partnering with internal stakeholders across the business.

Key achievements and responsibilities:

• Led customer support operations while effectively performing many responsibilities typically associated with a Customer Support Manager role.
• Managed and supported Level 1 and Level 2 support teams, providing coaching, guidance, mentoring, and performance feedback.
• Created and maintained all customer support SOPs, knowledge articles, training manuals, and operational documentation.
• Delivered in-person and virtual training sessions for support teams and operations staff.
• Selected by the business to travel to Durban in February 2026 to conduct company training sessions for support teams.
• Act as the primary escalation point for complex customer complaints, executive escalations, and high-risk customer interactions.
• Prepare Ombudsman responses, detailed Root Cause Analysis reports, and investigations for underwriters.
• Handle complaints and ensure full resolution through proactive stakeholder engagement.
• Work closely with Product and Development teams to identify, log, investigate, and resolve software defects and customer-impacting issues.
• Engage directly with developers throughout the bug lifecycle to ensure effective resolution and continuous improvement of product stability and customer experience.
• Provide advanced troubleshooting support for Finance, Fraud, Product, and Operations teams.
• Extensive experience using Mastercard systems including MPTS and Mastercard Connect.
• Support Finance teams with transaction investigations, reconciliation queries, and Mastercard-related troubleshooting.
• Log and manage chargebacks and support cases through Mastercard Connect.
• Led the successful migration from Zendesk to Freshdesk, including process redesign and knowledge base migration.
• Conduct quality assurance reviews and performance assessments to improve team effectiveness and customer satisfaction.
• Produce management reporting, operational insights, and service improvement recommendations.
• Act as a key knowledge resource across the business and regularly support leadership teams with guidance and operational expertise.
• Utilise AI tools responsibly to improve productivity, documentation, reporting, communication, and operational efficiency while maintaining accuracy and quality standards.
• Managed daily operations, ensuring adherence to compliance standards and operational protocols.
• Developed support processes that increased customer satisfaction and reduced service errors.

• Provided advanced technical support across web hosting, website development, DNS, email configuration, SEO, e-commerce integrations, and platform troubleshooting.
• Worked closely with engineering teams on QA testing, bug reporting, product releases, training, and knowledge management.
• Served as a mentor and trainer for new support staff and became a recognized subject matter expert across multiple products.

• Delivered high-quality customer service, policy administration, retention support, and issue resolution within a fast-paced insurance environment while consistently achieving performance targets.

• Managed customer accounts, payment arrangements, and collections activities to meet performance targets while ensuring customer satisfaction.