Siphokazi Zuma
Virtual Assistance
Roodepoort,GP
Summary
Committed and experienced finance and customer service expert with a career of over 11 years in the finance industry, with a focus on call centre operations, credit analysis, verification, and fraud prevention. Shown a skill in financial risk assessment, suspicious transaction detection, and regulatory compliance. Track record of consistently exceeding target levels, providing outstanding client service, and recommending system improvements that optimize operating effectiveness. Adept at administrative assistance, stakeholder liaison, and project coordination, with a sound knowledge in accounting and risk management. In addition, I recently finished a Higher Certificate in Accounting Science and I am pursuing a degree in Internal Auditing at University of South Africa. Recognized for leadership in volunteer roles and a passion for continuous learning and service excellence.
Professional with strong background in customer support, ready to excel in this role. Proven ability to address customer needs effectively and maintain high satisfaction levels. Skilled in conflict resolution, communication, and problem-solving. Known for consistent collaboration and adaptability, ensuring team success and meeting changing demands.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Vista Customer Advisor
USA Global Marketing Medicare
12.2024 - Current
- Educated clients on eligibility, coverage details, and enrollment protocols to promote shared understanding and trust.
- Managed large volumes of inbound and outbound calls in a professional and empathetic way.
- Kept meticulous client records and upheld HIPAA privacy guidelines at all times.
- Met customer satisfaction, compliance, and call quality performance targets.
- Delivered exceptional customer service by resolving inquiries and providing accurate information on Medicare plans.
- Collaborated with team members to streamline communication processes, improving response times to client needs.
- Analyzed customer feedback to identify areas for improvement, enhancing overall service quality and satisfaction.
- Demonstrated strong time management skills by effectively handling multiple customer interactions simultaneously while maintaining a high level of service quality.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Maintained up-to-date knowledge of industry trends and competitor offerings to better serve clients and address inquiries effectively.
- Guided customers through product selection, offering tailored recommendations based on individual needs.
- Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
- Increased customer loyalty by consistently delivering a high level of service that exceeded expectations.
- Managed over 300 customer calls per day and I increased sales by 10%.
Volunteer Worker
MakMar Hotel
08.2024 - Current
- Establish and execute branding plans to promote the hotel's visibility in the market.
- Create compelling descriptions for hotel amenities and services to attract international customers.
- Develop and implement successful advertising campaigns to enhance visibility and bookings.
- Analyze market trends and competitor strategies to guide marketing decisions.
- Increased online visibility by approximately 40% by assisting with social media branding and promotional content creation.
- Assisted in promoting the hotel to international audiences, contributing to a noticeable increase in online inquiries within 3 months.
- Supported daily operations by assisting with guest check-ins and check-outs.
Volunteer Worker
Joly Airline
01.2024 - 11.2024
- Assisted managers in setting budgets based on forecasts and available resources.
- Played a key role in financial planning and administration for the startup airline.
- Collaborated with staff to streamline operational processes, improving overall efficiency and workflow.
- Participated in meetings with international investors and partners, contributing to follow-up documentation and action tracking.
- Managed and organized executive documentation for 10+ strategic and operational meetings.
Merchant Finance Administrator
Nedbank
02.2022 - 10.2022
- Reconcile merchant transactions, settlements, and chargebacks on a daily basis.
- Ensure proper financial records of merchant accounts are kept, and reports are made punctually.
- Check and validate merchant applications, agreements, and supporting documentation.
- Liaise between internal departments and third-party merchants to clear financial discrepancies and queries.
- Review merchant accounts for discrepancies or possible fraud, taking action when necessary.
- Enforce compliance with business policy, financial legislation, and service level agreements.
- Help design and implement process improvements to maximize efficiency.
- Maintain financial data confidentiality and integrity when dealing with sensitive information.
- Analyzed market trends to identify new business opportunities and enhance product offerings.
- Processed and administered 40–60 merchant finance transactions per day with high accuracy and adherence to banking compliance standards.
- Achieved 98–100% quality assurance scores by maintaining accurate documentation and following strict verification procedures.
- Reduced processing errors by approximately 20% by consistently verifying transaction data and identifying discrepancies early.
Verification Analyst
Nedbank
01.2015 - 10.2022
- Performed thorough verification of customer documents to assure accuracy and regulatory compliance (KYC, AML).
- Verified identity documents, financial information, and employment details against internal systems and external databases.
- Escalated high-risk or suspicious profiles to be further investigated to support fraud prevention purposes.
- Ensured up-to-date and precise verification evidence to facilitate audits and compliance inspections.
- Collaborated with in-house departments to correct data inconsistencies and enhance verification procedures.
- Regularly met turnaround times and quality standards and maintained confidentiality of data.
- Collaborated with cross-functional teams to identify discrepancies and streamline resolution procedures.
- Developed and maintained detailed documentation of verification procedures for audit readiness.
- Implemented risk assessment strategies to mitigate fraudulent activities within the organization.
- Led initiatives to improve workflow efficiency, resulting in reduced processing times for verifications.
- Conducted regular reviews of verification systems, ensuring alignment with regulatory standards and policies.
- Mentored team members on analytical methodologies, fostering a culture of continuous improvement and knowledge sharing.
- Contributed to process improvement initiatives, implementing changes that increased overall team productivity.
- Maintained strict adherence to data privacy regulations, safeguarding sensitive client information at all times.
- Identified fraudulent activities through meticulous analysis, protecting clients from potential losses.
- Enhanced data accuracy by diligently reviewing and verifying financial documents.
- Mitigated risk by promptly addressing any identified issues or concerns related to document validation or processing timelines.
- Streamlined the verification process for improved efficiency and reduced turnaround times.
- Coordinated with external agencies as necessary to gather additional information required for successful verifications.
- Boosted client satisfaction by resolving discrepancies in a timely and professional manner.
- Facilitated smooth onboarding processes for new clients by conducting thorough background checks and verifications as needed.
- Adapted quickly to changing policies and procedures, maintaining top-quality performance under pressure.
- Leveraged advanced software tools for streamlined data entry and organization, reducing manual errors.
- Established strong relationships with clients by providing exceptional customer service during the verification process.
- Managed high-volume caseloads efficiently, prioritizing tasks based on level of urgency or complexity.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Verified and processed 90 customer accounts and transactions daily, ensuring full compliance with internal banking standards.
- Achieved 100% accuracy in transaction verification, reducing errors and rework for the finance team.
- Streamlined verification procedures by documenting recurring issues, improving turnaround time by 15%.
Trace Agent
Nedbank
08.2013 - 12.2014
- Reached out and re-contacted delinquent clients who were out of contact to aid in debt recovery efforts.
- Used internal banking networks, credit agencies, and internet-based tools to track current client details and confirm identities.
- Worked with collection teams to achieve seamless handover of tracked accounts to them for further action.
- Updated and stored client information with precise and confirmed data in accordance with POPIA compliance standards.
- Created in-depth reports of tracking activities that helped in audit trails and operational reviews.
- Repeatedly met and surpassed daily and month-to-month tracing targets and maintained confidentiality and professionalism.
- Conducted thorough investigations to trace outstanding debts and recover funds.
- Collaborated with internal departments to enhance tracing processes and improve recovery rates.
- Increased success rates in locating assets by utilizing advanced investigative techniques and tools.
- Consistently met or exceeded performance metrics by balancing speed with thoroughness in research and analysis tasks.
- Maintained accuracy and attention to detail while managing high volumes of trace requests under tight deadlines.
- Contributed to the overall growth of the company by identifying areas for improvement in trace agent workflows and offering constructive feedback.
- Displayed excellent multitasking abilities during peak periods of workload while ensuring that each task was completed accurately.
- Boosted team productivity by collaborating with colleagues to share knowledge, resources, and best practices.
- Collaborated with internal departments to resolve 95% of flagged transactions within 24 hours, improving overall operational efficiency.
Inbound & Outbound Call Agent
Nedbank
02.2011 - 07.2013
- Provided outstanding customer service by handling large volumes of incoming and outgoing calls pertaining to bank products and services.
- Helped clients with transactions, loan requests, card services and account-related matters.
- Promoted financial solutions that met and surpassed personal and group goals.
- A consistent performer with 100% QA and customer satisfaction ratings.
- Ensured adherence to POPIA and in-house call handling policies.
- Correctly logged all communication and referred ongoing issues that required additional clarification.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
- Processed account transactions accurately using banking software tools.
- Collaborated with team members to optimize call-handling procedures and workflows.
- Trained new staff on customer service protocols and system navigation techniques.
- Analyzed call data to identify trends and recommend process improvements.
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Managed high-volume inbound calls, ensuring adherence to service-level agreements.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Monitored call volume, call length and other related metrics and consistently met objectives.
Sailor
South African Navy
01.2010 - 12.2010
- Carried out patrolling and operations to protect the coastal borders of South Africa.
- Underwent stringent military and physical training, which involved tactical exercises, sea surveillance, and ship security protocols.
- Assisted in upholding territorial integrity and tracking illicit marine activities.
- Participated in routine drills, parades and defense readiness exercises.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Operated with discipline, resilience and teamwork in challenging circumstances.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications such.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Completed rigorous basic and advanced training, successfully passing all physical and operational assessments within the first 6 months.
- Maintained and operated critical naval equipment for a team of 30+ sailors, contributing to 100% operational readiness.
Education
Bachelor of Accounting Science - Internal Auditing
University of South Africa
Johannesburg01.2027
Higher Certificate NQF Level 5 - Accounting Science
University of South Africa
Johannesburg12-2024
NQF Level 4 - Debt Recovery
Chartall Business College
Johannesburg01.2016
High School Diploma - undefined
Lyttelton Manor High School
Pretoria01.2008
Skills
- Risk management
- MS Office Suite
- Problem solving
- Communication
- Time management
- Attention to details
- SAP
- Critical thinking
- Teamwork and collaboration
- Calm and professional under pressure
- Reliability
- Customer service excellence
- Organizational skills
- Adaptability and flexibility
- Decision-making
- Phone etiquette
- Call center experience
- Task prioritization
- Interpersonal skills
- Goal setting
- Administrative and office support
- Product and service sales
- Customer retention
- Customer relationship management (CRM) software
- Emotional intelligence
Accomplishments
- Collaborated with team of 12 in the development of improved customer service workflows and quality assurance processes.
- Documented and resolved recurring customer complaints, which led to improved first-call resolution and higher customer satisfaction.
- Resolved product issue through consumer testing.
- Achieved improved service quality through effectively helping with quality monitoring and compliance.
Certification
- Diploma in Customer Service, Alison, Apr 2024 - Jun 2025
- Diploma in Cyber Security, Alison, Jul 2024 - Present
- Diploma in Risk Management, Alison, Feb 2023 - Dec 2023
- Diploma in Caregiving, Alison, Mar 2023 - Dec 2023
- NQF Level 3 End User Computing, PC Training Business College, Jan 2009 - Dec 2009
- Naval Studies, South African Navy, Jan 2010 - Dec 2010
LANGUAGES
English
Xhosa
Swahili
Sepedi
Afrikaans
Swati
References
- Fiona, Miles, fionam@nedbank.co.za, +277663742170, Nedbank
- Mnisi, +27711279092, South African Navy
- Mark, +255784524081, MAKMar Hotel
LINK
LinkedIn: www.linkedin.com/in/siphokazi-zuma-5474617b
Timeline
Vista Customer Advisor
USA Global Marketing Medicare
12.2024 - Current
Volunteer Worker
MakMar Hotel
08.2024 - Current
Volunteer Worker
Joly Airline
01.2024 - 11.2024
Merchant Finance Administrator
Nedbank
02.2022 - 10.2022
Verification Analyst
Nedbank
01.2015 - 10.2022
Trace Agent
Nedbank
08.2013 - 12.2014
Inbound & Outbound Call Agent
Nedbank
02.2011 - 07.2013
Sailor
South African Navy
01.2010 - 12.2010
NQF Level 4 - Debt Recovery
Chartall Business College
High School Diploma - undefined
Lyttelton Manor High School
Bachelor of Accounting Science - Internal Auditing
University of South Africa
Higher Certificate NQF Level 5 - Accounting Science
University of South Africa