Open to opportunities

Edwaydene Gelant

@micaylagelant

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Customer operations professional with experience in payments, verifications, fraud support, and AI training.

South Africa

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What I'm looking for

I seek a dynamic work environment where I can grow and contribute.

I am a multifaceted customer operations and digital support professional with experience across fintech, remote customer service, AI training, and financial services. My career has focused on delivering high-quality customer experiences through live chat, email, and back-office support while consistently meeting KPIs for quality, accuracy, compliance, and turnaround time.

I have hands-on experience in account management, payments support, fraud investigation support, verifications, and de-escalations, where empathy, attention to detail, and clear communication are critical. In previous roles, I handled complex customer queries, reviewed and verified sensitive information, followed strict SOPs, and ensured regulatory and data protection compliance. I am particularly strong in written communication and thrive in fast-paced, high-volume environments.

In addition to customer support, I work as an AI trainer, where I evaluate, rank, and rewrite AI-generated responses for accuracy, relevance, tone, and factual correctness. This role has strengthened my analytical thinking, quality assurance skills, and ability to apply detailed guidelines consistently—skills that translate well into QA, trust & safety, and operations roles.

I am especially interested in remote roles involving customer operations, fintech support, quality assurance, trust & safety, fraud prevention, AI training, and business or financial operations.

I value integrity, consistency, and continuous improvement, and I am motivated by roles where I can contribute to efficient processes, customer satisfaction, and long-term business success.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Expert

Current

Monzo Bank

Mar 2025 - Present (10 months)

• Resolve escalated chat/email related to fraud, payment disputes, and account
management, including access and verification.
• Manage account activity in line with internal procedures, ensuring accurate
documentation and case closure.
• Coordinate with internal teams to meet resolution and quality standards.

English Teacher

Native Camp

Apr 2023 - Mar 2025 (1 year 11 months)

Delivered engaging English lessons to students of all ages and levels via a proprietary online platform. Focused on enhancing communication skills for academic, professional, and social purposes.

Teaching Communication Skills Online Education Problem Solving

Sales Consultant

Country Road

Apr 2023 - Dec 2023 (8 months)

Maximized sales and met store KPIs through superior customer service and brand promotion. Maintained brand standards and supported store profitability through card acquisitions and learning opportunities.

Sales Customer Service Brand KPIs Team Collaboration

Sales Associate

Edgars Baywest Mall

Oct 2016 - Jan 2020 (3 years 3 months)

Promoted to cashier within two months, handling payments and resolving customer inquiries. Assisted in management duties, contributing to store operations and customer satisfaction.

Cash Management Customer Service Manager Problem Solving Teamwork

Stock Controller

Edgars Baywest Mall

Oct 2016 - Jan 2020 (3 years 3 months)

Managed inventory accuracy and maintained organized stockrooms to enhance store efficiency. Ensured timely and accurate product distribution and packaging.

Inventory Management Distribution

Education

Degrees, certifications, and relevant coursework

Nelson Mandela University

Diploma in Management, Management

2018 - 2020

Focused on Financial Management, Employment Relations, and Commercial Law as part of the Diploma in Management.

Nelson Mandela University

Higher Certificate, Business Studies

2017 - 2017

Covered fundamentals of Accounting, Economics, Marketing, and Supply Chain Management in the Higher Certificate in Business Studies.

Sikhula Kunye Skills Development

Skills Development Course, Computer Skills

2016 - 2016

Completed a Basic Computer Skills Development Course tailored for office work success.

Bertram Secondary School

National Senior Certificate, General Education

2015 - 2015

Achieved a National Senior Certificate with a Bachelor’s Pass.

i-to-i

Advanced Diploma in TEFL, Teaching English as a Foreign Language

2023 -

Completed a GA Level 5 Advanced Diploma in TEFL, equivalent to a Foundation Degree in the UK, which includes Business English, Teaching IELTS, and subject-specific English teaching.