Kholiwe Philile Mncube
Au Pair
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About
Customer service and operations professional with over 3 years of call center experience in a high-volume environment. Experienced as a 2IC, Floor Walker, and Quality Assessor, with exposure to real-time support, team guidance, performance monitoring, and customer issue resolution. Also brings childcare experience, showing adaptability, strong communication, and the ability to work under pressure.
Experience
Au Pair - Au Pair in America - Pennsylvania, USA
(2023-07 - 2025-08)
International Childcare & Logistics
- Provided full-time childcare and daily routine management
- Ensured child safety, education support, and supervision
- Assisted with homework and educational activities
- Managed cultural exchange and daily scheduling
- Adapted to international travel and residency requirements
- Completed a 2-year cultural exchange program
Contact Centre Advisor & 2IC - Concentrix - Parktown, Johannesburg
(2019-09 - 2023-05)
- Handled high-volume inbound customer communications
- Resolved complaints and ensured service quality standards
- Consistently met and exceeded KPI targets
- Supported agents as Floor Walker with real-time assistance
- Acted as 2IC supporting team operations and workflow
- Conducted QA monitoring and performance feedback
- Awarded Top Performer Certificate (2020–2023)
Education
Bachelor of Science - Life and Environmental Sciences - University of South Africa (UNISA) (2026-01)
National Senior Certificate - Matric - Noju High School (2016)
