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
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