Thobile Lukhele
Johannesburg
Summary
Motivated professional with a diverse background across customer service and financial roles. Demonstrates strong analytical abilities and client relationship management skills, ensuring high-quality service delivery. Eager to leverage adaptability and initiative to support organisational success in future roles.
Overview
1
1
Language
27
27
years of professional experience
Work History
VAF Sales Centre Consultant
Standard bank
Johannesburg, South Africa
11.2018 - Current
- Managed customer interactions and coordinated business partners with assigned consultants to enhance collaboration. Drove improvements in approval rates and take-up to maximise payouts across portfolio. Led credit commercial asset finance deal-making to secure agreements with clients and optimise financial solutions.
- Developed strong relationships with client leads to understand their needs.
- Handled complex problems and issues by understanding root causes and implementing solutions.
- Facilitated workshops and training sessions to upskill team members and improve service delivery.
Write off analyst
Standard bank
Johannesburg, South Africa
02.2011 - 11.2018
- Mitigated loss risk through EDC card loading and daily exception reconciliation. Improved fraud schedule integrity by reconciling balances and escalating anomalies. Strengthened audit readiness through balanced journals and clean accounting records. Resolved nil items faster by routing dockets for prompt closure. Increased case throughput by processing allocations within set periods. Ensured investigation coverage by reviewing ERP fraud schedules for completeness. Supported timely investigations by booking out positive or excessive transactions. Enabled faster remediation by annotating ERP and CPS notes for requests. Enhanced delivery reliability by prioritising instructions and adhering to timelines.
- Utilised advanced Excel functions to manipulate large datasets for insightful reporting.
- Implemented quality control measures for analytical processes, maintaining high standards.
- Mentored junior analysts, providing guidance and support to foster professional development.
Chargeback officer
Standard bank
Johannesburg, South Africa
09.2010 - 01.2011
- Processed gross recoveries to reduce fraud-related losses by 25% daily. Improve chargeback outcomes by submitting cases within Mastercard and Visa deadlines. Actioned every representation within 24 hours of receipt to accelerate resolution. Strengthen chargeback validity by checking received documentation before submission. Support faster fraud recovery by providing supporting documents to officers promptly. Document fraud actions thoroughly to maintain service continuity. by recording fraud actions and secure-code timeouts. Enhance team effectiveness by assisting with chargebacks rewards and departmental duties. Followed compliance rules for every fraud case to maintain regulatory confidence. Request supporting documents quickly to mitigate potential penalties. by chasing supporting documents promptly.
- Managed a team of junior officers, providing leadership and guidance for operational efficiency.
- Prepared detailed reports for senior management, outlining operational performance and strategic recommendations.
- Responded to emergency calls for service, providing timely assistance and support to individuals in distress.
Inbound call Centre
Standard bank
Johannesburg, South Africa
11.2007 - 08.2010
- Managed referred calls to resolve customer inquiries efficiently. Assisted customers by addressing inquiries prior to transfer. Enhanced customer satisfaction by resolving referred calls before transferring.
- Assisted customers by addressing inquiries prior to transfer.
- Collaborated with team members to achieve target results.
- Maintained clean, safe working environments to eliminate accident risks.
CIT /SABRIC
standard bank
Johannesburg, South Africa
07.2006 - 05.2007
- Completed capture sheets before case information review, reducing entry errors. Reviewed all fraud transactions thoroughly, improving fraud handling accuracy. Ensured accuracy of refunds by meticulously matching refund values to decision sheets. by matching refund values to decision sheets. Entered each logged transaction into the case template, supporting audit readiness.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
SS/SF Reports
Standard bank
Johannesburg, South Africa
11.2004 - 06.2006
- Extracts daily bc708-01 report from RMS desktop to facilitate timely action. Enhances fraud controls by reviewing fraud activity report bc708-01 daily. Analyses lost or stolen status accounts daily for early fraud detection, minimising potential losses.
- Worked with team members on specific projects to reach set goals.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
SAFE Compliance Reporting
Standard bank
Johannesburg, South Africa
07.2003 - 10.2004
- Enhanced reporting accuracy by eliminating non-fraudulent genuine cardholder activity from transactions. Mitigated reporting risk through monthly tracking of travel wallet chargebacks and fraud schedules. Validated ATM locations to ensure accurate reporting and conducted daily checks to reinforce controls.
- Worked closely with team members to meet specific performance targets.
- Handled customer complaints using effective communication and problem-solving skills.
- Ensured cleanliness and safety in the workplace to prevent accidents.
Cashier
Game Stores
Johannesburg, South Africa
03.1999 - 06.2003
- Served customers and managed payments at cashier desk, ensuring accurate transactions. Processed banking transactions and reconciled daily takings to maintain financial accuracy. Controlled stock levels, recorded movements, and assisted in stock taking checks for inventory management.
- Processed payments by cash, cheque, or card to complete transactions.
- Served customers and managed payments at cashier desk, ensuring accurate transactions.Processed banking transactions and reconciled daily takings to maintain financial accuracy.Controlled stock levels, recorded movements, and assisted in stock taking checks for inventory management.
- Ensured checkout areas were kept clean, tidy, and organised to provide a pleasant customer experience.
Education
Certificate of Higher Education - Advanced Certificate in Management Studies
MANCOSA
Johannesburg, GP01-2025
Certificate of Higher Education - Higher Certificate in Criminal Justice and Forensic Investigation
University of Johannesburg
Johannesburg, GP01-2018
Certificate of Higher Education - Program in Forensic and Investigative Auditing
University of South Africa
Johannesburg, GP01-2017
Nextgen- 2014
Nextgen
Johannesburg, GP01-2014
Internal courses (standard bank) Lean six-sigma
Standard bank
Johannesburg, GP01-2009
High performance Learning
Standard bank
Johannesburg, GP01-2003
NVQ Level 4 - N4 Certificate
Germiston College
Johannesburg, GP01-2000
Microsoft word
Standard bank
Johannesburg, GP01-2000
Skills
- Client management
- Analytical thinking
- Customer relationship management
- Financial analysis
- Risk assessment
- Financial analysis
- Pressure decision-making
- Team mentoring
Languages
English
First Language
References
Standard bank Team-Leader 0765432184 Linde Gouws
Manager 0725867501 Leeshan Ramkissoon
Game stores 0824686726 SUPERIOR Aaron Mnisi
Additional Information
- Strong communication and interpersonal skills
- Ability to work independently and in a team
- Basic computer literacy (MS Word, Excel, Internet)
- Time management and organizational skills
- Willingness to learn and adapt quickly
- Successfully handled customer queries in a professional manner
- Contributed to teamwork and collaboration in community projects
- Demonstrated reliability and adaptability in volunteer or school activities
- Ensuring accurate documentation and compliance with policies
- Building positive relationships with customers
Timeline
VAF Sales Centre Consultant
Standard bank
11.2018 - Current
Write off analyst
Standard bank
02.2011 - 11.2018
Chargeback officer
Standard bank
09.2010 - 01.2011
Inbound call Centre
Standard bank
11.2007 - 08.2010
CIT /SABRIC
standard bank
07.2006 - 05.2007
SS/SF Reports
Standard bank
11.2004 - 06.2006
SAFE Compliance Reporting
Standard bank
07.2003 - 10.2004
Cashier
Game Stores
03.1999 - 06.2003
Certificate of Higher Education - Advanced Certificate in Management Studies
MANCOSA
Certificate of Higher Education - Higher Certificate in Criminal Justice and Forensic Investigation
University of Johannesburg
Certificate of Higher Education - Program in Forensic and Investigative Auditing
University of South Africa
Nextgen- 2014
Nextgen
Internal courses (standard bank) Lean six-sigma
Standard bank
High performance Learning
Standard bank
NVQ Level 4 - N4 Certificate
Germiston College
Microsoft word
Standard bank