B
Baphelele-Bonke Pikashe
About
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Cape Town, Western Cape, South Africa
Résumé
Jobs
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- BKYC AnalystBetway AfricaJan 2023 - Jan 2025 (2 years 1 month)• Conducted KYC verification for new and existing customers, ensuring compliance with AML, CTF, and internal regulations. • Performed risk assessments on customer accounts, monitoring activity for signs of suspicious behavior or potential fraud. • Investigated flagged accounts, identifying red flags such as unusual betting patterns or transaction irregularities, and escalated high-risk cases to senior teams. • Ensured accurate documentation of all KYC and risk-related activities, maintaining a clear audit trail for compliance purposes. • Stayed updated on regulatory changes, ensuring Betway adhered to jurisdiction-specific gaming and anti-money laundering laws. • Collaborated with Compliance, Fraud, and Customer Service teams to address ris
- LCustomer Service AssociateLuno IncJan 2021 - Jan 2023 (2 years 1 month)• Monitored customer accounts for suspicious activity and potential fraud, implementing proactive security measures such as locking accounts at risk of unauthorized access or account takeovers. • Conducted thorough investigations to verify account ownership and ensure legitimate user access, flagging and escalating any suspicious activity for further action. • Responded to customer inquiries related to account security, fraud prevention, and suspicious transactions, providing timely and accurate resolutions. • Advised customers on best practices for securing accounts, including enabling two-factor authentication (2FA) and using strong passwords to prevent unauthorized access. • Verified customer identities during onboarding in compliance wi
Customer Service AssociateAmazonJan 2018 - Jan 2021 (3 years 1 month)• Assisted customers with delivery-related issues, including tracking, order discrepancies, and resolving complaints about missing or damaged items. • Provided technical support for Amazon devices and services such as Alexa, Kindle, and Amazon Prime, including setup, troubleshooting, and functionality guidance. • Managed account-related inquiries, such as subscription management, billing issues, and Prime membership benefits. • Ensured customer satisfaction by resolving issues in a timely and professional manner, offering solutions, and facilitating replacements or refunds when necessary. • Documented customer interactions and provided accurate, friendly service while adhering to Amazon's policies and procedures. • Collaborated with interna- Customer ServiceFYXER• Provide empathetic, confidential support to patients via email, chat, and phone. • Act as a key liaison between patients and clinicians, ensuring accurate and timely escalation of medical queries. • Take ownership of cases and aim for first-contact resolution. • Maintain clear, compliant documentation of all interactions. • Collaborate with pharmacy, clinical, and operations teams to support smooth treatment journeys. • Identify recurring issues and share customer insights to improve processes and patient experience.
- SCompliance and Onboarding AssociateSnapScan• Led back-office processes related to Know Your Customer (KYC), Anti-Money Laundering (AML), and Counter-Terrorist Financing (CTF), overseeing both remote and face-to-face registrations for users and merchants to maximize conversion rates while ensuring compliance with legislation and minimizing risk. • Actively participated in data-driven efforts to onboard customers into a compliant and verified state, addressing discrepancies and improving process efficiency. • Collaborated with external sales teams (e.g., Standard Bank) to streamline the sales process and reduce back-office disruptions. • Provided feedback on customer pain points to the product team, contributing to feature development and testing to enhance the on-boarding experience.
Education
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- Bachelor of CommerceRegent Business School- Current