Kholiwe Philile Mncube

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.

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)

Bachelor of Science - Life and Environmental Sciences - University of South Africa (UNISA) (2026-01)

National Senior Certificate - Matric - Noju High School (2016)