At MTN SA, I’ve worked across ICT operations support, fraud administration, and quality assurance, focusing on customer experience and service quality.
In my current role in MTN SA EBU ICT Operations, I manage client onboarding and order flows across Siebel, BRM, and WFM, while analyzing out-of-contract data to support client retention and SLA compliance.
Previously, as a Fraud Administrator at MTN SA, I analyzed customer complaints and operational anomalies to identify root causes. I also recommended and implemented policies and procedures to strengthen operational security and fraud mitigation.
As a Quality Assurance Monitor at MTN SA, I used Nice, AQM, Genesys, and Siebel to analyze performance metrics and monitor FCR, CSAT, and NPS. I reviewed customer feedback and complaints and developed standard operating procedures to support service quality improvement.
