Busisiwe Nyembe
@busisiwenyembe
Customer-focused helpdesk and banking support professional with strong query resolution and BI experience.
South AfricaWhat I'm looking for
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
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.
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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
Cornerstone Performance Solutions
NQF 4 Banking, Banking
2025 - 2025
Completed an NQF Level 4 qualification in Banking focused on foundational banking principles and customer service processes.
Boston Business College
Certificate, Marketing
2010 - 2010
Completed a Certificate in Marketing covering fundamental marketing principles and practical business communication skills.
Buhlebuzile Secondary School
Matric (National Senior Certificate), General Secondary Education
2008 - 2008
Obtained Matric (National Senior Certificate) demonstrating completion of secondary education.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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