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Nompumelelo
Customer Service & Fraud Prevention Specialist with over 7 years in Banking & Retail
Video resume
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Competencies
Delivered exceptional support in banking, retail, and healthcare settings, ensuring customer satisfaction.
Identified and escalated suspicious transactions, strengthening security measures in banking operations.
Effectively managed diverse customer inquiries and liaised with teams to resolve issues promptly.
Accurately processed payments and balanced cash drawers, ensuring financial integrity.
Efficiently maintained patient and customer records, ensuring data accuracy and confidentiality.
Education
Summary
Dedicated professional with extensive experience in customer support, fraud detection, and financial transactions across banking, retail, and healthcare sectors. Skilled in risk control, communication, and record management.
Key Achievements
- Resolved high-risk fraud cases through diligent investigation, enhancing banking security protocols.
- Ensured accurate payment processing and cash reconciliation, maintaining operational efficiency in retail environments.
- Managed high call volumes while consistently meeting SLA targets, improving customer satisfaction metrics.
- Maintained patient confidentiality and accurate record-keeping in a healthcare setting, supporting efficient clinic operations.
Experience
Voice Process Associate ( Banking- Fraud Department)
Handled inbound and outbound fraud-related calls.. Verified customer identity in compliance with banking security protocols.. Investigated suspicious transactions and escalated high-risk cases.. Blocked compromised accounts and cards to prevent financial loss.. Educated customers on fraud awareness and safe banking practices.. Accurately documented cases in CRM systems.. Maintained SLA, quality assurance, and compliance standards.. Collaborated with internal departments to resolve fraud cases efficiently.
Cashier
Processed cash, card, and mobile payments accurately.. Operated POS systems and balanced daily cash drawers.. Assisted customers with fuel purchases and retail items.. Reconciled daily sales and prepared banking deposits.. Resolved payment-related queries professionally.. Monitored stock levels and reported shortages.
Call Centre Agent -Prepaid Customer Care
Managed high volumes of inbound prepaid customer calls.. Assisted with airtime, data bundles, recharge issues, and balance enquiries.. Resolved SIM activations and service-related issues.. Met SLA, quality, and performance targets.. Captured accurate customer information on CRM systems.. Educated customers on promotions and self-service options.. Escalated complex technical issues appropriately.. Achieved call handling and first-call resolution targets.
Clinic Receptionist
Managed patient bookings and appointment scheduling.. Captured and updated patient records accurately.. Verified medical aid details and processed payments.. Maintained patient confidentiality in line with POPIA.. Coordinated with healthcare staff for smooth clinic operations.. Performed filing, scanning, and administrative tasks.
Skills
Video Transcript
Cashier
Good day, my name is Nomvula Merelesulu. I'm a friendly, hardworking, and positive person who enjoys helping customers, creating a welcoming environment. I believe I would be a great cashier because I have good communication skills, I work well under pressure, and I pay attention to details when handling payments.