Suraia Da Luz Chirindza

• Conducted thorough investigations into suspected cases of fraud, ensuring timely resolution and minimizing financial losses.
• Reduced instances of fraudulent transactions by developing and enforcing strict anti-fraud policies.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Enhanced AML/KYC compliance by conducting thorough customer due diligence and risk assessments.
• Conducted comprehensive research on clients'' backgrounds, verifying identities and assessing risks for potential financial crimes.
• Identified potential suspicious activity by performing transaction monitoring and escalating cases for further investigation.
• Performed periodic reviews of existing client files, ensuring continued adherence to AML/KYC requirements.

• Conducted due diligence investigations to mitigate potential risks associated with high-risk customers.
• Performed ongoing reviews of customer accounts, identifying changes in behavior indicative of potential money laundering risks.
• Reduced false positive alerts through effective implementation of risk-based monitoring systems.
• Ensured accurate record-keeping of AML documentation, maintaining organized files for easy retrieval during audits or investigations.

• Full and accurate assessments of all accounts, transactions and related documentation
• Review client transaction and ensure that detailed and accurate updates are recorded
• Evaluate client accounts and take appropriate action as per our policies
• Check all account information by using internal control reviews and record comprehensive details in each instance on various software applications
• Send appropriate requests for documentation
• Review documents received for legitimacy
• Withhold the release of certain transactions when required to do so (via direct order or decision, as per our risk acceptance criteria)
• Report and record details of clients that do not meet legitimacy standards
• Extract information and review reports for incongruence

Live Coaching on the floor

• In the moment coaching and monitoring of live chats and emails
• Working in conjunction with the Team Lead to ensure quality across the team
• Feedback sessions on live contacts reviewed in the moment along with live coaching when needed
• Capturing Coaching Opportunities in the Coach Tracker
• Assist hosts in Digi International via Lync calls or VC calls and provide them with feedback on their quality
• Work together with the Training department and the Digi International Coaches regarding refresher trainings and organizational duties

Reporting

• Report to The International Coach Service Lead in the form of mid-month and month-end reports, collating all trends, quality results, knowledge gaps and the action plan to address them
• Identify hosts training needs and report accordingly along with the appropriate training tools needed, i.e. EKG, e-Learning, Comprehensive coaching, training and/or Refresher sessions

Probation Process

• Assist newbies when on coaching days on the floor during training both in Cape Town and London
• Have a very hands-on approach to newbies once training is complete, throughout their probation period ensure guidance and coaching is provided when required
• Feedback observations and recommendations to the TL and SM both in the moment and in summaries produced prior to the 6 week and end of probation catch ups
• Provide feedback and recommendation to Training Department

Comprehensive Coaching Sessions/On the floor Training sessions/refresher sessions

• Utilize findings from Live Coaching and quality trends to identify topics that need to be covered
• Set up, Scheduling and execution of these sessions
• Training sessions to be delivered in an appropriate environment
• Tests or Surveys need to be send out to agents to do consistent knowledge checks and benchmark success of sessions

Coaching of Agents from Customer Satisfaction Feedback

• Address problem areas highlighted by customers, and be aware of possible trends
• Deliver feedback to Hosts both in the moment and in a formal session as needed
• Monitor and track trends

Gaps Analysis & Training

• Identify Host training requirements from trends found
• Take instruction from Service Lead and Manager in terms of training directives and create, schedule and deliver coaching/training sessions
• Document attendance and success of coaching for Service Lead and Manager consideration
• Keep records of all coaching done in coaching tracker
• Identify case-studies for training purposes
• Roll-out business updates to the floor in accordance with our communication strategy

• Responding to customer queries by telephone, email and online chats in Portuguese Language
• Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment
• Processing pertinent information into relevant databases
• Customer relationship building & management
• Problem solving tasks during shift
• Handling and taking full responsibility for customer related queries
• Make outgoing calls and execute outbound campaigns to identified customers, e.g. welcome calls, failed purchases, etc.
• Performing extra tasks given by managers / shift supervisors as required.
• Collaborated with team members to provide seamless support, ensuring a cohesive customer experience
• Achieved consistent positive feedback from customers through empathetic listening and effective communication

•Providing world-class service to all of our players
•Responding to all incoming player queries, via calls. Other mediums might be required depending on operational requirements.
•Strive for ‘first-contact-resolution’ on all customer queries
•Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
•Ensuring that any and all communication with our players is of the required standard and expected quality
•Follow company policies and procedures to ensure the retention of all players
•Completing assigned outbound tasks within the required time frame
•Liasing with the Team Leader/Manager to hand over player related issues
•Monitoring internal systems and informing the Team Leader on duty if these are not operating, or responding, correctly
• Enhancing/improving player /customer experience and relationships
•Keeping their finger on the pulse of player experience and communication, liaising with Team Leader/Managers offering insights and improvements that can be implemented based on player experience.