Open to opportunities

Busisiwe Nyembe

@busisiwenyembe

Message

Customer-focused helpdesk and banking support professional with strong query resolution and BI experience.

South Africa

Message

What I'm looking for

I seek a customer-facing support role in a collaborative company where I can apply banking systems knowledge, resolve complex queries, and grow into advanced BI or incident management responsibilities.

I am a customer-centric Helpdesk Agent with nine years of experience delivering high-quality front-line support in banking environments. I specialise in incident logging, escalation management and meeting SLAs while maintaining professional client communication.

At Capitec Bank I handle branch queries telephonically, create and monitor incident logs, apply system knowledge to craft solutions, and escalate issues to appropriate departments, consistently meeting QA standards.

Previously I worked in business intelligence, extracting insights from large datasets, building reports and dashboards with BI tools, integrating data sources, and using predictive analytics to inform business decisions.

I bring strong problem-solving, cross-functional collaboration and continuous-improvement focus, with formal NQF4 Banking training and a proven track record in operational efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Support

Current

Capitec Bank

Jul 2021 - Present (4 years 4 months)

Provide frontline helpdesk support for branch queries, creating and logging incidents in Salesforce, meeting SLAs and QA standards, and escalating complex issues to appropriate departments to ensure timely resolution.

Customer Service Help Desk Support Incident Management Salesforce SLA Management Escalation Management

Business Intelligence Agent

Transaction Capital Business Solutions

Jul 2019 - Jun 2020 (11 months)

Performed data analysis and built reports and dashboards to surface KPIs and trends, integrated data sources, applied predictive analytics, and supported stakeholders with BI training and documentation.

Data Analysis Tableau Power BI Reporting Data Modeling Predictive Analytics Data Integration Data Governance

Lead Generator

Alex Forbes

Apr 2016 - Oct 2017 (1 year 6 months)

Generated and qualified sales leads to support advisors, coordinated outreach campaigns, and contributed to pipeline growth through targeted prospecting activities.

Lead Generation Prospecting CRM Telemarketing Sales Support Data Entry Pipeline Management

Debt Collector

Nudebt Management

Jul 2015 - Feb 2016 (7 months)

Managed client accounts to recover outstanding debts through negotiations and structured repayment plans while maintaining compliance with collections regulations.

Debt Collection Negotiation Compliance Account Management CRM

Cashier

Edgars

Dec 2013 - Jun 2015 (1 year 6 months)

Handled point-of-sale transactions, managed cash reconciliation and provided customer service to maintain smooth retail operations and accurate financial records.

Cash Handling Point of Sale Customer Service Retail Operations