Zizwe Siyabonga Lukhanyo Mqedlana
Sandton
Summary
Dynamic Learning and Development Specialist with a proven track record at Nutun for Credit Karma, excelling in training design and delivery. Expert in data analytics and problem-solving, I significantly enhanced agent performance and compliance, driving operational excellence and risk mitigation strategies. Adept at fostering relationships and elevating team capabilities.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Learning And Development Specialist (Trainer - SME)
Nutun for Credit Karma
04.2025 - Current
- Served as central Subject Matter Expert and trainer, ensuring operational and regulatory excellence through high-impact training on procedural adherence, Financial Crime Risk, and Fraud Prevention in BPO sector.
- Led full training cycle for new hires, facilitating onboarding, product readiness, and smooth transition to operational floor while achieving Business As Usual performance targets.
- Utilized advanced customer service expertise to detect and escalate critical red flags such as suspicious transactions and compromised PII, supporting internal control standards.
- Maintained Subject Matter Expert knowledge and resolved complex financial processes including ACH transaction handling and debit card-related issues.
- Enhanced agent productivity by analyzing key metrics to create targeted coaching strategies and Performance Improvement Plans, significantly reducing non-compliance incidents.
- Acted as vital link between HR, Compliance, and Operations, identifying campaign-level knowledge gaps and proposing data-driven interventions to elevate team capability.
Collections and Banking Support Specialist
Nutun Digital Business Services
09.2024 - Current
- Acquired expertise in debt recovery, financial compliance, and client engagement in international markets.
- Managed complex financial and regulatory issues, ensuring data confidentiality and strict compliance.
- Achieved top performance as banking support agent in debit card and ACH departments.
- Utilized multiple payment systems for data capture and analysis of confidential information.
- Provided banking support for pending, settled, and disputed transactions.
- Assisted customers with queries regarding card activations and transaction authorizations.
- Guided clients in navigating their banking systems to resolve transactional concerns.
Account Management Consultant
Merchants CX SA
01.2024 - 05.2024
- Delivered high-quality service to diverse clients while addressing complex queries and ensuring compliance with industry standards.
- Utilized problem-solving skills and customer-centric approaches to enhance client engagement and satisfaction.
- Leveraged Microsoft Excel for precise reporting, ensuring alignment with regulatory compliance protocols.
- Developed strong client management skills to maintain adherence to industry regulations.
- Demonstrated proficiency in data analysis and management using tools like Microsoft Excel and CSG.
- Implemented changes in service and accurate updates to customer accounts, aligning with precision requirements for asset management.
- Streamlined data capturing processes to improve efficiency and accuracy in portfolio management.
- Fostered strong relationships with clients to meet their needs effectively.
Events Manager
Infinity Bar and Lounge
Grahamstown
07.2022 - 08.2023
- Ensured compliance with legal and operational standards while leading cross-functional teams.
- Demonstrated strategic communication skills to provide effective legal support to stakeholders.
- Facilitated collaboration between departments to enhance compliance and operational effectiveness.
Legal Assistant
02.2022 - 07.2022
- Conducted extensive legal research and drafted contracts and other legal documents.
- Enhanced understanding of legal principles and regulatory frameworks for effective law interpretation and implementation.
Education
Bachelor of Laws (LLB) - Corporate Law
Rhodes University
Grahamstown01.2024
Bachelor of Commerce - Law and Business Management
Rhodes University
Grahamstown01.2021
High School Matric -
St Stithians Boys College
Sandton, Lyme Park01.2018
Skills
- Project Management and Administration
- Financial Management
- Legal Compliance
- Drafting
- Legal research
- Consulting
- Interpretation
- Branding & Marketing
- Data Analytics
- Human Resource Management
- Supply chain management
- Logistics
- Customer Service
- Relationship Building
- Adaptability
- Problem-Solving
- Proficiency in Microsoft Office Suite
- Document Management
- Filing Systems
References
- S. Khanye, House Warden, Chris Hani House, Rhodes University, s.khanye@ru.ac.za
- F. Chindeka, House Warden, Enoch Sontonga House, Rhodes University, f.chindeka@ru.ac.za
- Gift Fox, Merchants Trainer, 067 995 0436
- Rhodes University, Registrar, registrar@ru.ac.za, 046 603 8111, Law Faculty Secretary, f.mwellie@ru.ac.za, 046 603 8427, Law Faculty Administrator, a.comley@ru.ac.za, Professor Helena Van Coller, Deputy Dean, h.vancoller@ru.ac.za, Professor Laurence Juma, Dean of the Law Faculty, l.juma@ru.ac.za
- Puleng Molefe, Learning and Development Facilitator at Nutun CX, 083 650 5723
- Xoliswa Mdla, Senior Learning and Development Facilitator at Nutun International, Xoliswam7@nutun.com, 072 312 144
- Mbali Moruti, Learning and Development Coordinator, MbaliM19@nutun.com, 0670542833
Contact
(071) 991-5408, (082) 808-3318, (083) 222-1778
Leadership Extracurricular Activities
- Rhodes University Law Society & Black Lawyers Society, Member, 2019-2023
- Rhodes Student Representative Council, Projects Team, 2021
- Mental Health Network Committee, Member, 2020
- Rhodes Music Radio Committee, Member, 2023
Timeline
Learning And Development Specialist (Trainer - SME)
Nutun for Credit Karma
04.2025 - Current
Collections and Banking Support Specialist
Nutun Digital Business Services
09.2024 - Current
Account Management Consultant
Merchants CX SA
01.2024 - 05.2024
Events Manager
Infinity Bar and Lounge
07.2022 - 08.2023
Legal Assistant
02.2022 - 07.2022
Bachelor of Laws (LLB) - Corporate Law
Rhodes University
Bachelor of Commerce - Law and Business Management
Rhodes University
High School Matric -
St Stithians Boys College