Braam Gouws

Experience

• 

  Carnival Cruise Lines

  Sept 2004 - Apr 2006

  Croupier

  Dealing of casino games, including blackjack, roulette, poker.

• 

  Fusion Outsourcing Services

  May 2007 - Apr 2008

  Customer Support Advisor

  Assisting clients with insurance related queries and selling insurance policies and products.Retaining existing clients and cross selling of insurance products.

• 

  MasterCard Payment Gateway Services

  Jun 2008 - Oct 2016

  I am responsible for assigning and monitoring the workflows and quality for various tasks within my department, including transaction screening, approving of customer documentation and other tasks performed in the department. I am also responsible for the following:Managing and coordinating working hours of staff and managing shift rosterPerformance reviews for all staff membersPerform daily QA on team members' work and arrange training where applicableMake available daily statistics giving productivity, quality, and attendance levelsMonitor staff performance and provide coaching, feedback, and training for the team to ensure productivity and quality levels are maintained and improvedMonitor the quality of staff replies to customer queries that are received by email, or telephone in conjunction with QC/trainer and maintain regular communication regarding coaching requirements of staffDeal effectively with external clients / customer requests, queries and complaints, within the agreed turnaround timeRegular feedback to be given to Customer Support HOD and QC trainer on training needs and concerns within teamResponsible for implementing Risk strategy at an operational level as advised by Customer Support HOD, Risk Specialist and Operation SpecialistMaintain consultation with Customer support HOD to ensure that all Ad-hoc tasks are effectively completed Show less

  • Fraud Investigation Analyst / Team Leader

    Oct 2011 - Oct 2016

  • Associate Analyst

    Jun 2008 - Sept 2011
• 

  Imagine Holidays

  Nov 2016 - Oct 2019

  Travel Consultant

  Maintaining and developing relationships with existing customers via telephone calls & listening to customer requirements.Negotiating the terms of the holiday and closing the sales.Challenging objections, cross sell if necessary.Reviewing your own sales performance, aiming to meet or exceed targets.Making accurate, rapid cost calculations, and providing customers with quotations.Produce accurate admin work to complete booking process.

• 

  Impact.com

  Oct 2019 - now

  Accountable for compliance site reviews as delegated, reviewing against marketing details and terms provided.Accountable for resolving tickets within the average targets, while providing quality resolution with clear and accurate information.Provides both internal and external compliance/fraud analysis and support.Partner directly with internal stakeholders or external clients to resolve questions related to compliance/fraud via JIRA and ZenDesk.Accountable for following preset processes for client support and deciding when to escalate accordingly for content monitoring purposes.Fulfill service requests as promised in SLAs.Make sure all client service requests are resolved in a timely and high-quality manner.Daily review of marketplace applications.Maintain high level knowledge on preset fraud & compliance processes.Maintain FAQ and Help Content.Develop productive and successful internal relationships with the CT, UK and US teams. Show less

  • Associate Manager, Fraud & Compliance

    Oct 2024 - now

  • Fraud Analyst

    Oct 2019 - now