TSHEGOFATSO MASHIGO

Conduct KYC/KYB and customer due diligence for individuals and business clients, verifying documents for account openings, updates, and high-risk activity. Monitor transactions for AML risk, identify UBOs and complex ownership structures, and escalate layered cases while supporting periodic reviews and internal audits.

Managed a VIP player portfolio as the primary point of contact, using CRM data to segment players and optimize retention based on KPIs such as NGR and deposit patterns. Designed personalized rewards and promotions, hosted hospitality events, and monitored responsible gambling indicators while escalating suspicious betting patterns to risk.

Provided multichannel customer support (web chat, email, social media, and phone) for iGaming account and technical issues. Verified KYC documents, resolved deposit/withdrawal queries in line with FICA/KYC requirements, supported responsible gambling monitoring, and escalated risk and fraud concerns to the appropriate teams.

Delivered Tier 1 technical support for NBC Sports App and SportsGold via calls, email, and chat, diagnosing and resolving app, network, and device issues. Provided guided troubleshooting for Apple/Android devices and streaming hardware (e.g., Amazon Firestick/Chromecast/Apple TV) and met individual and team KPI targets while escalating recurring faults to leadership.

Handled online retail customer queries and complaints through inbound calls, email, social media, and web chat, ensuring timely follow-ups to improve customer satisfaction. Logged tickets in Salesforce, arranged parcel delivery with clients, and processed customer orders while maintaining accurate documentation and call reports.

Managed an assigned caseload of overdrawn loan accounts, working 80+ accounts daily through telephone, SMS, and email in line with service levels. Resolved account queries, updated banking details, set repayment terms and promises to pay, educated debtors on consequences of non-payment, and reported satisfied debts to the credit bureau while complying with the National Credit Act.

Supported daily operations for construction sites by managing filing systems, scheduling site safety meetings, and coordinating with trades and the city-building department. Prepared invoices and bi-weekly project reports, assisted the accounting department with monthly reports and accruals, and maintained organized customer and site communication.

In progress: Diploma in Public Relations Management at the University of South Africa.

Completed the National Senior Certificate (Matric) at Hillview High School in 2013.