Keneilwe Malete

Motivated professional with a customer-centric approach and strong reliability in client management, inquiry resolution, and administrative support. Committed to accuracy, organization, and optimizing daily operations.

Incident coordinator (call centre agent) - Automobile association of South Africa

(2016-10 - 2022-10)

• Handled high volumes of incoming calls from customers requesting roadside assistance in a professional and timely manner
• Gathered accurate customer, vehicle, and location details to effectively assess and address each situation
• Coordinated and arranged services including towing, battery jump-starts, fuel delivery, and lockout assistance
• Dispatched appropriate service providers and monitored progress to ensure timely service delivery
• Communicated updates and estimated arrival times to customers, ensuring transparency and reassurance
• Processed payments securely for roadside services in accordance with company procedures
• Maintained detailed and accurate records of service requests, customer information, and transactions
• Resolved customer queries and complaints efficiently while maintaining a high level of customer satisfaction
• Adhered strictly to company policies, procedures, and service standards

Administrative Clerk - Reutech Solutions

(2023-10 - 2024-10)

• Maintained organized filing systems for accurate record-keeping and easy information retrieval
• Managed calls, emails, and correspondence professionally and efficiently
• Directed queries to relevant departments for prompt resolution
• Prepared and filed documents, reports, and correspondence accurately
• Coordinated meetings, appointments, and managed calendars effectively
• Arranged accommodation bookings and travel logistics for staff
• Organized car hire and ensured travel requirements were met efficiently
• Updated and maintained company databases for data accuracy
• Assisted with invoice processing and payment administration
• Monitored office supply levels and coordinated replenishment
• Provided administrative support to management and team members
• Handled sensitive information with confidentiality

National Senior Certificate NQF 4 (Matric) - I.R.Lesolang Secondary School (2011-01 - 2011-12)

Call Centre Representative Certificate - Level 4 - CTU Training Solutions (2015-06 - 2016-06)