Itumeleng Fortunate Molefe

Customer Service and Contact Centre Professional with 8+ years of experience in high-volume customer-contact environments. Experienced in handling 90+ inbound customer calls per day while maintaining 100% Quality Assurance (QA) performance and supporting strong Customer Satisfaction (CSAT). Skilled in customer service, customer support, CRM systems, complaint resolution, case management, billing support, first call resolution (FCR), customer follow-up, data capture and customer retention.

Proven ability to manage difficult customer interactions, identify customer needs, resolve queries efficiently and maintain professional service standards in target-driven environments.

Customer Service Agent at CARTRACK (PTY) LTD (2020-11 – 2025-10)

• Handled 90+ inbound customer calls daily in a fast-paced, high-volume contact centre environment.
• Delivered customer service and support across queries, complaints, billing-related matters, account support and service requests.
• Used CRM systems to capture customer information, document interactions, update cases and manage customer follow-ups.
• Applied active listening, questioning and customer-needs analysis to identify issues and provide appropriate solutions.
• Resolved customer queries with a focus on First Call Resolution (FCR), customer satisfaction and service quality.
• Maintained 100% QA performance while managing high volumes of customer interactions.
• Handled difficult and dissatisfied customers professionally using clear communication, empathy and problem-solving skills.
• Managed customer complaints and worked toward appropriate resolutions while following established procedures.
• Maintained accurate customer records and captured relevant interaction information in CRM systems.
• Followed company processes, policies, compliance requirements and service-level standards.
• Supported customer retention through professional customer engagement, effective follow-up and efficient issue resolution.
• Worked within performance targets and service-level expectations in a target-driven contact centre environment.

Customer Service Consultant at WEBHELP SA (2017-02 – 2018-12)

• Handled high-volume inbound customer calls and provided professional customer service in a contact centre environment.
• Provided customer support through voice interactions and webcam-enabled customer engagements.
• Identified customer needs through active listening and effective questioning, then provided accurate information and appropriate solutions.
• Handled customer queries, complaints and service requests while maintaining professional communication and customer-care standards.
• Captured and updated customer information and interaction details accurately using relevant systems and processes.
• Worked toward first call resolution, customer satisfaction, quality standards and service-level targets.
• Managed difficult customer interactions professionally and used problem-solving skills to resolve customer concerns.
• Followed established procedures, policies and compliance requirements while maintaining accurate customer records.

Matric / National Senior Certificate