Mirriam Molefe

Customer Service | Client Success | Technical Support Specialist Results-driven Customer Service and Client Success professional with over 10 years of experience supporting global clients across healthcare, travel, banking, telecommunications, and credit services. Experienced in remote support environments, team leadership, escalation management, and technical troubleshooting. Proven track record of improving customer satisfaction, maintaining SLAs, and driving operational excellence.

Passionate about delivering seamless customer experiences and building long-term client relationships.

Provide multi-channel support at FYXER People- Numan (2025-09 – Present)

• Provide multi-channel support in a regulated healthcare environment
• Assist with prescription queries, orders, subscriptions, billing, and delivery coordination
• Escalate complex issues while ensuring compliance and data security
• Manage CRM systems, reporting, and knowledge base updates
• Conduct surveys and support social media engagement and campaign reporting
• Maintain high customer satisfaction and strict SLA adherence in a remote setting

Subject Matter Expert (SME) at Sutherland Global Services (2024-11 – 2025-09)

• Provide real-time support to agents handling complex travel and VR reservations
• Manage escalations and high-priority cases
• Coach new and underperforming agents to improve KPIs
• Identify recurring issues and escalate trends for process improvement
• Participate in calibrations and quality improvement initiatives
• Promoted to Team Leader supervising 10+ agents

Promoted to Team Leader supervising 10+ agents at Paricus (US Campaign) (2023-06 – 2024-11)

• Delivered customer and technical support to US-based clients
• Promoted to Team Leader supervising 10+ agents
• Conducted coaching sessions and KPI reviews
• Handled escalations and improved retention performance
• Provided mobile troubleshooting and ACP programme support

Customer Service Representative at TransUnion (2022-03 – 2023-06)

• Managed inbound/outbound calls for credit monitoring services
• Provided technical, billing, and account support
• Assisted customers with online account navigation

Customer Service Representative at First National Bank (FNB) (2016-03 – 2022-03)

• Supported banking clients via phone and digital channels
• Resolved account, transaction, and service-related queries
• Maintained SLA compliance and escalated complex cases
• Acted as stand-in Team Leader

Acted as stand-in Team Leader at Bytes People Solutions (2009-09 – 2016-11)

• Delivered multi-channel customer support
• Acted as stand-in Team Leader
• Conducted call evaluations and coaching