Summary
Overview
Work History
Education
Skills
Tools And Systems
Professional Development
Timeline
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Siphesihle Vani

Cape Town

Summary

Customer Experience Agent with over 6 years of experience in FinTech, ecommerce, and digital services. Expertise in executing complex workflows and standard operating procedures with high accuracy. Skilled in multi-channel support, fraud detection, and effectively managing escalations. Focused on driving continuous improvement and enhancing operational efficiency through teamwork.

Overview

8
8
years of professional experience

Work History

Customer Experience Agent

SnapScan
11.2024 - Current
  • Delivered omnichannel support (phone, email), resolving merchant and user queries.
  • Executed operational tasks, including merchant onboarding, transaction investigations, and support escalations, strictly adhering to SOPs and workflows.
  • Categorised tickets and compiled daily handovers, providing business insights and contributing to business intelligence.
  • Participated in rotational weekend and after-hours support, maintaining service continuity.
  • Collaborated cross-functionally to identify and resolve recurring operational issues, contributing to continuous improvement.
  • Monitored fraud activities and addressed fraud alerts to minimise financial loss.

Customer Support Consultant

Clickatell
05.2024 - 10.2024
  • Delivered multi-channel technical and product support in a fast-paced, 24/7 environment, consistently meeting quality, productivity, and SLA targets.
  • Resolved complex customer technical and payment-related queries, escalating as needed.
  • Logged, categorised, and tracked interactions using CRM systems, supporting business intelligence reporting.
  • Enforced company policies and client transaction standards to support compliance and accuracy.
  • Participated in product testing and workflow improvement initiatives, showcasing an ability to reduce inefficiencies.

Pre-Check Officer

Capago International
10.2023 - 01.2024
  • Conducted comprehensive document verification of passports, visas, and supporting documents, demonstrating a strong attention to detail and ability to spot anomalies.
  • Identified inconsistencies and communicated required modifications diplomatically to applicants, ensuring compliance.
  • Maintained accurate audit records adhering to data privacy and compliance standards.
  • Suggested improvements to verification processes, collaborating with Quality and Training teams.

Live Support Consultant

Ozow
01.2021 - 10.2023
  • Delivered frontline omnichannel support (voice, email, WhatsApp) in a 24/7 environment for payment and technical issues.
  • Supported South Africa's payments ecosystem with strong knowledge of local regulations and compliance.
  • Managed high volumes of queries while maintaining financial and data security standards.
  • Utilized Salesforce and internal tools for case management and escalation.
  • Mentored junior staff and contributed to workflow improvements and training initiatives, demonstrating a team player mindset.

Technical Support Agent

Amazon
08.2017 - 01.2021
  • Provided multi-channel support (phone, email) for Amazon digital products across UK and US markets.
  • Troubleshot device setup, connectivity, and software issues for Prime and Alexa services, consistently maintaining high CSAT scores.
  • Documented resolutions and escalated complex issues, following clear procedures.

Education

Some College (No Degree) - Molecular Biology and Microbiology

University of Stellenbosch

Some College (No Degree) - Chemical Sciences

University of The Western Cape

High School Diploma -

Daniel Pienaar Technical High School
01.2013

Skills

  • Process execution and SOP adherence
  • Quality control and accuracy
  • Continuous improvement strategies
  • Multi-channel support
  • Issue resolution and escalation
  • Professional communication skills
  • Fraud detection and monitoring
  • Financial risk mitigation
  • Data privacy and compliance
  • Cross-functional collaboration
  • Teamwork and problem-solving
  • Agility and flexibility
  • Zendesk, Salesforce, Intercom, Freshdesk expertise
  • Jira and Slack proficiency
  • Google Workspace and Microsoft Office Suite knowledge

Tools And Systems

Zendesk, Salesforce, Intercom, Freshdesk, Jira, Slack, Google Workspace, Microsoft Office Suite (Excel, Word), Google Sheets

Professional Development

  • Data Science Bootcamp:

HyperionDev - Enrolled & In Progress

  • Certified Process Improvement & Process Mapping Expert:

      Udemy - In Progress

  • Critical Thinking Strategies For Better Decisions

      Udemy - Completed

Timeline

Customer Experience Agent

SnapScan
11.2024 - Current

Customer Support Consultant

Clickatell
05.2024 - 10.2024

Pre-Check Officer

Capago International
10.2023 - 01.2024

Live Support Consultant

Ozow
01.2021 - 10.2023

Technical Support Agent

Amazon
08.2017 - 01.2021

Some College (No Degree) - Molecular Biology and Microbiology

University of Stellenbosch

Some College (No Degree) - Chemical Sciences

University of The Western Cape

High School Diploma -

Daniel Pienaar Technical High School
Siphesihle Vani