Open to opportunities

Olwethu Njaca

@olwethunjaca

Message

Self-motivated Customer Experience Representative and Fraud Analyst.

South Africa

Message

What I'm looking for

I seek a role that values customer-centric approaches and offers growth opportunities.

I am a dedicated Customer Experience Representative and Fraud Analyst with 18 years of extensive experience in customer service. My career has been marked by a commitment to exceptional service delivery, ensuring client retention and fostering positive feedback. I pride myself on my ability to communicate effectively with customers, addressing their needs with a high sense of urgency and professionalism.

Throughout my career, I have held various roles that have honed my analytical skills and customer service expertise. At PayJoy SA, I managed a customer experience team while analyzing risks associated with applications and resolving customer queries efficiently. My proactive approach has consistently led to high satisfaction ratings and successful resolutions, making me a valuable asset in any customer-focused environment.

Experience

Work history, roles, and key accomplishments

Customer Service Representative 2IC and Fraud Analyst

PayJoy SA

Jul 2021 - Mar 2023 (1 year 8 months)

Led customer experience initiatives as a 2IC and Fraud Analyst, analyzing risks on applications and managing a customer experience team. Provided exceptional service, resolved escalations, and maintained high customer satisfaction through effective communication and problem-solving strategies.

Customer Service Fraud Analysis Data Analysis Team Management Risk Assessment Technical Troubleshooting Customer Support Communication Problem Solving

Customer Service Advisor

Webhelp SA

Aug 2021 - Jun 2021 (-1 years 10 months)

Provided customer support for UK campaigns, trained team members, and resolved product issues. Maintained high satisfaction ratings through effective communication and proactive problem-solving.

Customer Service Problem Solving Communication Technical Support Customer Satisfaction Mentoring Troubleshooting

Customer Service Specialist

Webhelp SA

Mar 2016 - Dec 2016 (9 months)

Achieved high customer satisfaction ratings by resolving issues on the first call and understanding customer needs. Utilized consultative techniques to provide tailored solutions.

Customer Service Consultative Selling Communication Customer Satisfaction Relationship Management

Call Center Agent

Multichoice

Sep 2015 - Dec 2015 (3 months)

Delivered exceptional customer service by leveraging product knowledge and adhering to company policies. Resolved customer issues efficiently and maintained quality standards.

Customer Service Problem Solving Product Knowledge Quality Assurance Customer Satisfaction Communication Escalation Management

Control Room Operator

ADT

Oct 2011 - Jul 2015 (3 years 9 months)

Managed emergency situations by dispatching security personnel and communicating with customers during alarm activations. Ensured safety and rapid response to incidents.

Communication Customer Service Problem Solving Crisis Management Team Coordination