Sigam Nolitha
Customer Support Specialist
cape town
Summary
Experienced Banking and Customer Success Professional expanding expertise into FinTech customer support and onboarding. Developed proficiency in CRM platforms Freshdesk and Zendesk to manage client queries and support ticketing workflows while leveraging a deep understanding of compliance and client lifecycle management. Focused on enhancing customer retention and satisfaction through empathetic, solution-oriented support in remote or hybrid roles.
Overview
5
5
Certification
23
23
years of professional experience
2
2
Languages
Work History
Client Service Consultant/ Client Service TL
Nedbank
03.2023 - 03.2026
- Resolved client banking queries through accurate product, account, and service information.
- Processed service requests while maintaining compliance with banking policies and procedures.
- Captured customer interactions in CRM systems to ensure complete case tracking.
- Investigated account discrepancies and escalated complex issues for prompt resolution.
- Monitored customer interactions to reinforce accuracy, professionalism, and policy compliance.
- Resolved escalated inquiries by coordinating solutions across support and operations teams.
- Reviewed service queues to prioritize urgent requests and maintain response standards.
- Documented customer concerns in CRM systems to support follow-up and case tracking.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever the employee was absent or at lunch.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Interceded between employees during arguments and diffused tense situations.
Client Coach /Customer Service Champion
Nedbank
10.2013 - 12.2016
- Coached team members on service standards, strengthening performance and customer engagement.
- Monitored performance gaps and implemented targeted coaching plans for staff development.
- Facilitated feedback sessions to improve individual capability and workplace consistency.
- Guided employees through compliance requirements, reducing operational errors and risk.
- Evaluated service interactions and shared actionable recommendations to improve quality.
- Managed practice schedules, ensuring efficient use of time and resources for optimal results.
- Offered constructive feedback to clients to help reach goals.
- Developed relationships with clients to provide ongoing support and encouragement.
- Developed and delivered effective and engaging coaching sessions to improve performance.
- Assisted clients in setting and achieving personal and professional goals.
Account Clerk/Typist
Damelin College
01.2013 - 09.2013
- Processed accounts payable and receivable entries with high accuracy
- Reconciled ledgers, invoices, and statements to resolve account discrepancies
- Typed correspondence, reports, and financial documents using standard office systems
- Maintained organized filing systems for vouchers, receipts, and confidential records
- Verified source documents and updated records to support timely bookkeeping
- Responded to finance queries and directed students and staff to correct account information
- Coordinated month-end administrative tasks to keep accounts work on schedule
- Received and dated packages and letters for internal distribution.
- Organized files, records, and reports for easy access, contributing to a well-maintained working environment.
- Checked completed work for proper spelling, grammar, punctuation, and format.
Teller and Enquiries
Nedbank
09.1994 - 12.1998
- Delivered prompt service while handling routine teller inquiries and requests.
- Processed cash deposits, withdrawals, and transfers with accuracy and compliance.
- Verified customer identification and transaction details to prevent fraud.
- Delivered prompt service while handling routine teller inquiries and requests.
- Maintained secure handling of notes, coins, cheques, and payment instruments.
- Applied banking procedures to support AML, KYC, and regulatory requirements.
- Assisted customers with account updates, card issues, and payment instructions.
- Escalated complex transactions and service concerns to appropriate branch support.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated customers on the use of banking websites and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Increased customer satisfaction through friendly interactions and resolving issues promptly.
- Reduced errors in transaction processing by implementing a double-check system for large withdrawals and deposits.
- Improved branch security by adhering strictly to all policies and procedures related to cash handling and fraud prevention.
- Generated monthly reports on customer activity and customer feedback.
Education
National Certificate in Banking NQF 5 - Banking And Finance
Institute of Bankers
Cape Town, South Africa 04.2001 -
Credit Management 1 & 2 – CPUT - Credit Management
Cape Peninsula University Of Cape Town
Cape Town, South Africa 04.2001 -
Education & Training Certificate: Banking NQF 4 - Banking
BankSeta
Cape Town 04.2001 -
B2B Customer Success Management - International Finance
Allison
Online 04.2001 -
Cloud Computing For Absolute Beginners - IaaS - Customer Services
Allisons
Online 04.2001 -
FinTech - Applications And Future Prospects - Customer Services
Allison S
Online 04.2001 -
Customer Relationship Management (CRM) - Customer Relationship
Alison Sl
Online 04.2001 -
Regulatory Examination: Representative - Banking And Finance
Moonstone
Cape Town, South Africa 04.2001 -
Skills
Customer support
Complaint handling
CRM system updates
Payment processing
Credit card processing expert
Problem-solving abilities
Excellent communication
Stress management
Microsoft office
Office productivity tools
Teamwork skills
Written communication
Calm and professional under pressure
Calm under pressureeeeeeee
Fluent in English
Payment transaction management
Certification
Cloud Computing for Absolute Beginners - IaaS Gained foundational knowledge in Infrastructure as a S
Timeline
Client Service Consultant/ Client Service TL
Nedbank
03.2023 - 03.2026
Client Coach /Customer Service Champion
Nedbank
10.2013 - 12.2016
Account Clerk/Typist
Damelin College
01.2013 - 09.2013
National Certificate in Banking NQF 5 - Banking And Finance
Institute of Bankers
04.2001 -
Credit Management 1 & 2 – CPUT - Credit Management
Cape Peninsula University Of Cape Town
04.2001 -
Education & Training Certificate: Banking NQF 4 - Banking
BankSeta
04.2001 -
B2B Customer Success Management - International Finance
Allison
04.2001 -
Cloud Computing For Absolute Beginners - IaaS - Customer Services
Allisons
04.2001 -
FinTech - Applications And Future Prospects - Customer Services
Allison S
04.2001 -
Customer Relationship Management (CRM) - Customer Relationship
Alison Sl
04.2001 -
Regulatory Examination: Representative - Banking And Finance
Moonstone
04.2001 -
Teller and Enquiries
Nedbank
09.1994 - 12.1998
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Freshdesk
- Supervised team of 9 staff members.
- Resolved product issue through consumer testing.
Languages
English
Bilingual or Proficient (C2)
Xhosa
Advanced (C1)
Software
Microsoft Word, Microsoft Excel, Microsoft Teams, Zoom, Google
Interests
Team and leadership activities, people and problem solving, reading
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins