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Wideksan Agostinho

@wideksan

I improve SaaS operations, tech support, customer experience, and cross-functional resolution. Adjacent experience in HR and Finance. Multifaceted.

South Africa

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What I'm looking for

I'm looking for any opportunity where engagement or optimisation is a prerogative.

At Thesis AI, I supported daily SaaS backend operations, investigated technical issues, escalated bugs, and coordinated resolutions with AI and engineering teams.

I acted as the link between customers and internal teams, managing Stripe payment queries, disputes, compliance communication, and customer escalations. I also identified recurring platform issues and shared UI/UX feedback to improve usability and customer experience.

Previously, I managed 60+ daily customer interactions at Shoprite and delivered high-volume voice and chat support to U.S.-based customers at Merchants SA. I’ve also supported operational workflows, stakeholder relationships, quality assurance, and peer training.

My background includes HR administration and financial client engagement at a commercial bank, supported by a Bachelor of Social Sciences in Organisational Psychology and Industrial Sociology from the University of Cape Town. I bring a balanced contribution of tertiary knowledge and in field experience. Ready to wear many hats.

Experience

Work history, roles, and key accomplishments

Service Consulting Lead

Thesis AI

Oct 2025 - Aug 2026 (10 months)

Supported daily backend operations of a SaaS platform, troubleshooting technical issues and coordinating resolutions with internal teams. Acted as liaison between customers and AI/engineering teams, investigating technical issues, escalating bugs and communicating resolutions.

SaaS Operations Technical Support Backend Troubleshooting Product Support Customer Escalation

Universal Banker

FNB

Dec 2025 - Jun 2026 (6 months)

Delivered tailored financial advice and solutions through proactive client engagement and needs analysis. Managed leads pipeline, client acquisition and existing portfolios to achieve financial targets and drive profitable growth and sales.

Financial Advice Client Engagement Needs Analysis Lead Management Sales Compliance Reporting Stakeholder Management

Customer Service Operations Specialist

Shoprite

Aug 2024 - Aug 2025 (1 year)

Managed 60+ daily customer interactions across calls, emails and non-voice channels. Collaborated with logistics, warehouse and customer service teams to streamline operational workflows.

Customer Service Operations Collaboration Problem Solving

HR Administrator

WA Auto Repairs

Apr 2023 - Aug 2024 (1 year 4 months)

Coordinated front-desk operations, scheduling, internal communications and HR administration. Maintained digital and physical personnel records and supported data management, absenteeism tracking and leave administration.

HR Administration Scheduling Data Management Leave Administration