Looking for a job

Qhubekela Mkhize

@qhubekelamkhize

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I am an entrepreneurial thinker with a passion for technology and innovation.

South Africa

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What I'm looking for

Seeking a challenging role in customer service or fraud prevention where I can leverage my expertise in process optimization and customer experience to drive business growth and operational excellence.

Qhubekela Mkhize is a dedicated professional with a strong background in customer service, compliance, and fraud analysis. With over six years of experience in high-pressure environments, I have honed ability to optimize processes, analyze trends, and enhance customer experiences. My expertise in VIP support and operational management has allowed me to deliver measurable results while mentoring teams and driving efficiency.

Experience

Work history, roles, and key accomplishments

Current

VIP Support Specialist

Current

World Sports Betting

Apr 2024 - Jul 2024 (3 months)

Managed the VIP WhatsApp and Phone Line, providing prompt assistance to high-value clients. Ensured efficient operation of the VIP Lines, addressing inquiries and concerns while enhancing customer experiences.

Customer Service Communication Problem Solving Client Management Process Optimization Mentoring Time Management Zendesk

Fraud Analyst

Hollywoodbets UK and Ireland

Mar 2019 - Apr 2024 (5 years 1 month)

Handled live chats and provided exceptional customer support while monitoring high-depositing clients for compliance with Gambling Board KYC requirements. Conducted fraud prevention and detection across payment channels.

Fraud Detection KYC Customer Support Compliance Anti Money Laundering Documentation Zendesk Account Management Reporting Communication

Escalations Supervisor

Capability

Mar 2019 - Dec 2019 (9 months)

Supervised customer service escalations and coached new joiners. Proactively resolved issues and compiled performance reports for the Operations Manager.

Coaching Problem Solving Reporting Team Management Customer Service Communication Performance Management Mentoring Conflict Resolution

Customer Service Agent

Capability

Jan 2019 - Mar 2019 (2 months)

Handled customer inquiries, billing queries, and technical difficulties. Recorded call information to strengthen customer data quality.

Customer Service Billing Technical Support Data Management Communication Problem Solving Excel Time Management Conflict Resolution

Customer Care Consultant

CCI

Jan 2019 - Mar 2019 (2 months)

Managed incoming calls for prepaid and contract customers, addressing billing queries and making payment plans. Escalated issues to the retentions department.