Open to opportunities

Andiswa Wana

@andiswawana

Message

Customer Service Consultant specializing in Tier 4 escalations and high-impact client resolution.

South Africa

Message

What I'm looking for

I’m looking for a customer service role where I can own complex Tier 4 cases, ensure compliance, and drive first-call resolutions using CRM systems and accurate data management. I value clear processes, accountability, and strong customer outcomes.

I’m a results-driven customer service professional with 3+ years of experience in call centre operations, client support, and administrative functions. I handle complex Tier 4 escalations, resolving credit report, score, and account queries while ensuring compliance with data protection regulations.

Across roles at TransUnion, DASH BPO, and Botle Buhle Brands, I’ve focused on first-call resolution, accurate data management, and customer satisfaction. I’m proficient with Salesforce and Jira, manage fraud alerts and account freezes, and keep detailed records for disputes—bringing strong communication, problem-solving, and process discipline to every interaction.

Experience

Work history, roles, and key accomplishments

Current

Tier 4 Escalations Consultant

Current

TransUnion

Feb 2024 - Present (2 years 2 months)

Handle high-level Tier 4 escalations, resolving complex credit report, score, and account queries while maintaining accurate records. Manage fraud alerts, account freezes, authentication, and ensure compliance with data protection regulations.

Account Freezes Authentication Dispute Resolution CRM Systems Data Management Data Protection Customer Service

Customer Service Consultant

Dash Bpo

Oct 2021 - Jan 2024 (2 years 3 months)

Managed reservations, cancellations, and refunds, delivering first-call resolution for customer queries. Processed payments, updated systems, and maintained accurate customer and transaction records.

Customer Support First Call Resolution Reservations Management Payment Processing Administrative Support

Call Centre Agent / Receptionist

Botle Buhle Brands

Feb 2020 - May 2021 (1 year 3 months)

Provided reception and call-centre support, managing switchboard operations, call transfers, and client interactions. Completed scheduling, onboarding, data capturing, and filing while supporting day-to-day administrative functions.

Switchboard Management Call Transfer Client Onboarding Scheduling Customer Service Communication Administrative Support