Ziyandiswa Faniso
Cape Town
Summary
I am a motivated professional with experience in customer service, soft sales, quality assurance, and learning and development. Supports customers through end-to-end loan applications while explaining terms clearly and handling documentation with accuracy. Facilitates training sessions and quality checks that strengthen performance, engagement and service standards.
Overview
3
3
Languages
5
5
years of professional experience
Work History
Call Centre Agent
Sanlam
10.2023 - Current
- Assisted customers with personal loans, including completing applications, advising on outcomes, and guiding them through financial contracts.
- Explained all contract details clearly, ensuring customers understood terms, and obligations.
- Advised customers on how and where to submit required documents for income verification.
- Validated documents upon receipt and processed payments once all requirements were met.
- Managed end-to-end loan processes independently, demonstrating strong organisational and multitasking skills.
- Recognised for excellent communication, problem-solving, and customer engagement, consistently delivering high-quality service.
Learning and Development Facilitator (Secondment)
Sanlam
08.2025 - 02.2026
- Responsibilities:
- Deliver training sessions for employees, ensuring learning objectives are met.
- Coordinated training schedules, learner attendance, and resources to ensure smooth training operations.
- Maintained training records and feedback reports to effectively track learner progress and support continuous improvement.
- Collaborated with colleagues and stakeholders to align training content with current organisational needs and learner requirements. Key Achievements:
- Successfully facilitated multiple training sessions, contributing to improved employee engagement and skill development.
- Streamlined training materials and documentation, improving accessibility for learners.
- Received positive feedback from participants on delivery, clarity, and engagement techniques.
Quality Assessor
Tenacity Financial Service
11.2021 - 09.2023
- Monitored and evaluated employee performance against company quality standards, ensuring compliance and consistency.
- Reviewed calls, processes, and documentation to identify errors and areas for improvement.
- Provided constructive feedback and coaching to agents to enhance performance and service quality.
- Recognized for accuracy, attention to detail, and ability to maintain high standards under tight deadlines.
Education
Matric Certificate -
Soghayisa Senior Secondary School
Port Elizabeth, EC12-2009
Business Administration
iFundi Customer Solutions
07-2018
Human Resource Management (N5)
IQ Academy
Skills
- Communication (verbal & written)
- Problem-solving & critical thinking
- Organisational and time management skills
- Multi-tasking and working under pressure
- Adaptability and teamwork
- Loan processing
- Document verification
- Customer service
Languages
English
Advanced
C1
Xhosa
Proficient
C2
Zulu
Advanced
C1
Timeline
Learning and Development Facilitator (Secondment)
Sanlam
08.2025 - 02.2026
Call Centre Agent
Sanlam
10.2023 - Current
Quality Assessor
Tenacity Financial Service
11.2021 - 09.2023
Matric Certificate -
Soghayisa Senior Secondary School
Business Administration
iFundi Customer Solutions
Human Resource Management (N5)
IQ Academy