Luyanda Shezi

I’m a Consumer Operations Team Coordinator with 4+ years of experience in high-volume support environments, focused on improving operational efficiency, agent usability, and customer experience. At TransUnion, I conduct team calibrations, one-on-one coaching, process alignment, and QA reviews by analysing calls and interactions to ensure correct internal processes and compliance standards are followed. I also investigate and resolve complex consumer cases involving inaccurate credit reporting, identity theft, fraud alerts, security freezes, underage protected consumers, and incapacitated consumer profiles while ensuring compliance with FCRA, CFPB, and data protection regulations.

I bring a strong track record of closing knowledge and workflow gaps that increase customer clarity and reduce escalations. I independently developed and presented an educational guidance framework that improved agent understanding of regulatory processes, strengthened customer communication, and enhanced escalation management. Previously at CCI Global, I progressed from Customer Service Representative—resolving 30+ customer issues daily—to Team Leader, where I cultivated a positive high-performance team environment, provided floor support and daily team huddles, and developed performance improvement plans to consistently exceed weekly sales and customer service targets.