Thandeka Khumalo
@thandekakhumalo
I resolve complex member, compliance, and operational cases while improving service delivery and team performance.
South AfricaWhat I'm looking for
At Discovery Ltd, I resolve complex retirement fund and group risk benefit queries while supporting SLA adherence, service quality, and accurate case documentation.
Previously at Herbalife International SA, I investigated compliance violations, recommended corrective actions, and supported advisors through coaching, task delegation, and training. I also helped develop and implement a new case management system with Ernst & Young.
I've delivered compliance training to more than 700 distributors at GrandWest Casino and webinar sessions to over 300 distributors. My work has included proactive investigations, trend analysis, cross-functional escalation resolution, and member education across the EMEA region.
I bring contact-centre, business support, and technical support experience, with a focus on practical problem-solving, ethical judgement, and improving customer outcomes. I maintain strong service standards, including a 95% call answer rate and 90% first-call resolution.
Experience
Work history, roles, and key accomplishments
Resolves complex member queries relating to retirement funds and group risk benefits. Supports SLA adherence and service quality by assisting team members with complex cases and benefit interpretations.
Compliance Coordinator Southern Africa
Nov 2016 - Feb 2024 (7 years 3 months)
Investigated potential compliance violations and recommended corrective actions. Supported team leadership by assisting in the management of two advisors, including delegating tasks, monitoring progress, and providing guidance to ensure timely and accurate case resolution.
Compliance Senior Advisor Southern Africa
Mar 2019 - Sep 2023 (4 years 6 months)
Performed duties and responsibilities synonymous with the Member Business Practice Compliance Coordinator Southern Africa role as detailed above.
Oversaw order management, utilizing CRM systems to identify and escalate data for finance variance and unapplied payments reporting. Managed reports from the courier company to resolve issues regarding problem parcels and address delivery delays.
Handled high volumes of member queries in a Contact Centre environment. Maintained service targets including call handling and first call resolution.
Hotel Reservations
Tsogo Sun
Jan 2016 - Jul 2016 (6 months)
Handled hotel reservations at Tsogo Sun, demonstrating exceptional sales skills and achieving the highest sales in the Contact Centre.
Technical Support Consultant
Telkom
Jan 2015 - Jan 2016 (1 year)
Advanced to the role of Technical Support Consultant, acting as the Team Leader's second-in-command (2IC). Awarded Fixed Line Assurance Certificate for Outstanding Contribution and Top KPI Performer.
Education
Degrees, certifications, and relevant coursework
Damelin
Diploma, Paralegal
Completed a Paralegal Diploma at Damelin.
William Hills Secondary School
National Senior Certificate, General
Completed National Senior Certificate (Matric) at William Hills Secondary School.
LinkedIn Learning
GDPR Compliance, Compliance
Completed GDPR Compliance training on LinkedIn Learning.
LinkedIn Learning
Project Leadership, Leadership
Completed Project Leadership training on LinkedIn Learning.
LinkedIn Learning
Creating a Culture of Collaboration, Collaboration
Completed Creating a Culture of Collaboration training on LinkedIn Learning.
Seminar Warehouse
Exceptional Customer Service, Customer Service
Completed Exceptional Customer Service training at Seminar Warehouse.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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