Thulani Ncube

Thulani Ncube (- |-Professional Summary A CX professional with 10+ years of experience in the fintech and healthcare industry. Proven track record of success in delivering exceptional customer service by tackling diverse tasks and resolving issues swiftly. Addition experience developing, launching, and implementing new VAS products and services, increasing customer engagement, and driving revenue growth all whilst adhering to regulatory requirements. Skills and Areas of Expertise • • • • • • • • • • • • • • • Leadership by example, empowering teams of customer service representatives to deliver exceptional service to everyone, internally and externally. Providing guidance and support to new employees Value Added Service Provisioning and Billing Product management Social Media Management tools (Sprout Social) User Acceptance and Quality Assurance Testing Stakeholder engagement and Relationship management Digital marketing KYC/CDD and AML/CFT Compliance Channel Partner and Customer Onboarding Project management Solution implementation Financial and business modelling Interpersonal communication Innovation Experience Customer Experience Lead, CIMAS Zimbabwe 2023 - Present • Lead and managed a team of 10 customer experience representatives across to major offices in Harare. • Helped develop and implement revised service processes and procedures. • Collaborated with various departments to improve the customer experience across the organization. Operations Officer KYC and Compliance, Ecocash Zimbabwe 2019 - 2023 • • • • • Helped spearhead user acceptance testing and launch of several VAS products and services with Ecocash a mobile wallet ecosystem. Worked with cross-functional teams to ensure that new and existing products met customer needs and business objectives. Responsible for new configurations and troubleshooting on Ecocash banking integrations that resulted in a 15% increase in wallet funding. Ensured that all new products adhered to regulatory requirements such as KYC compliance, transactional limits and anti-money laundering protocols. Onboarding of Ecocash channel partners. Activations and Service Provisioning Coordinator, Econet Wireless Zimbabwe 2014 - 2019 • Managed the batch provisioning of value-added services to a customer base of 8million active subscribers. • Ensured that post-paid and prepaid subscribers were correctly billed for VAS provisioning and revenue assurance policies were adhered to. • Worked with cross-functional teams to ensure that products met customer needs and business objectives. • Provided technical support to both internal and external customers during the activation and provisioning process. • Involved in the provisioning and QA of new services (4G/LTE) and subscriber rewards (bulk airtime credits). • Provisioning and distribution of SIM cards to centres and channel partners. Customer Services and Sales Consultant, Ecocash Zimbabwe 2013 – 2014 Employee Benefits Administrator (Assistant), Minerva Zimbabwe 2009 - 2010 Education • • (B.A) Communication Science, University of South Africa Business Management Diploma, Varsity College, South Africa Certifications and Associations • • CXPA Professional Member, Customer Experience Professionals Association 2024 CXPA Diversity, Equity and Inclusion Committee Member Awards and Honors • • Pinnacle Award Activations and Provisioning, Econet CX Customer Experience Awards (2018) People's Choice Award Back Office, Econet CX Customer Experience Awards (2018) References *Available upon request.