Rosemary Makamu
Johannesburg
Summary
Detail-oriented and proactive Senior Analyst with over 9 years of experience in credit risk, client engagement, and operational analytics within the financial services industry. Proven ability to translate complex data into actionable insights, execute compliance audits, coach colleagues, and assess customer-facing interactions. Strong communicator with experience in stakeholder reporting, SOP development, and QA process optimization. Now seeking to transition into a Quality Assurance role to apply analytical acumen and drive continuous service improvement.
Overview
11
11
years of professional experience
2022
2022
years of post-secondary education
5
5
Certifications
5
5
Languages
Work History
Specialized Resolutions Consultant
Nimble Credit Solutions
04.2025 - Current
- -Credit Management: Helping businesses and individuals manage their credit effectively.
- -Debt Resolution: Providing solutions for individuals and businesses struggling with debt.
- -Legal Support: Offering legal advice and support within the collections process.
- -Business Support Services: Providing services like customer support and brand representation for clients.
- Achieved daily and monthly KPI's which are but limited: Debit order conversion, creating a rapport, maintaining a strong pipeline and having quality conversations
- Top performer - June 2025
Senior Analyst – Customer Engagement (Global Delivery, US)
TransUnion Credit Bureau
08.2023 - 11.2024
- - Assessed and maintained quality standards across client onboarding and system lifecycle processes.
- - Supported QA alignment by validating client batch fulfillment output and documenting discrepancies.
- - Gathered and analyzed customer engagement data to improve service delivery outcomes.
- - Conducted root cause analysis and collaborated with internal teams to resolve client issues within SLAs.
- - Translated technical requirements into QA checkpoints and collaborated with internal stakeholders.
Senior Analyst – Batch Processing (Global Delivery, SA)
TransUnion Credit Bureau
10.2019 - 07.2023
- - Produced system reports and stakeholder dashboards to track QA metrics.
- - Facilitated internal and external meetings on QA processes, compliance gaps, and resolution plans.
- - Managed to create 14 SOPs to reflect quality assurance enhancements and batch process improvements.
- - Mentored junior staff on QA best practices and standards for internal evaluations.
- - Supported pre-rollout testing and reporting across product teams.
Administrator II
TransUnion Credit Bureau
11.2014 - 10.2019
- - Handled sensitive credit disputes and ID verification within strict compliance frameworks.
- Managed to over resolve 90 disputes per day
- - Developed knowledge of credit bureau processes, laying the foundation for QA functions.
- - Supported team operations, monitored reporting integrity, and maintained record-keeping accuracy.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Top performer: 2015, 2016, 2018.
Education
Project Management: Principles & Practices -
Stellenbosch University
Higher Certificate - Economics & Management Sciences
UNISA
National Certificate - Credit Management
UNISA
National Certificate - Business Administration Services
Siyanqoba Learnership
01.2016 - 01.2017
Certificate - Finance & Financial Management
UNISA
Matric - undefined
Johannesburg Secondary School
Skills
- Reporting (Excel, Dashboards)
- Client Interaction Monitoring & Analysis
- Performance Feedback
- Control Effectiveness Evaluations (CEE)
- Risk & Issue Tracking
- Batch Processing & System Testing
- Root Cause Analysis
- Lean Six Sigma Principles
Problem-solving
Analytical thinking
Training and development
Certification
Lean Six Sigma Foundations – LinkedIn, Jun 2022
References
Anthea Daniels
Transunion, Johannesburg
+27 67 657 0484
Dikeledi Motaung
Transunion, Johannesburg
+27 83 624 2202
Loral McFarlane
Transunion, Johannesburg
+27 71 471 3788
Pearl Bodibe
Nimble Credit Solutions, Johannesburg
083 538 8774
Timeline
Specialized Resolutions Consultant
Nimble Credit Solutions
04.2025 - Current
Senior Analyst – Customer Engagement (Global Delivery, US)
TransUnion Credit Bureau
08.2023 - 11.2024
Senior Analyst – Batch Processing (Global Delivery, SA)
TransUnion Credit Bureau
10.2019 - 07.2023
National Certificate - Business Administration Services
Siyanqoba Learnership
01.2016 - 01.2017
Administrator II
TransUnion Credit Bureau
11.2014 - 10.2019
Higher Certificate - Economics & Management Sciences
UNISA
National Certificate - Credit Management
UNISA
Certificate - Finance & Financial Management
UNISA
Matric - undefined
Johannesburg Secondary School
Project Management: Principles & Practices -
Stellenbosch University
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