Oreneile Motlhoki

Customer-focused professional with 10 months of experience in a fast-paced contact centre environment. I'm a strong communicator, quick learner, and problem-solver who enjoys helping customers and finding effective solutions. My experience in customer service and fraud investigations has strengthened my attention to detail, adaptability, and ability to work under pressure.

Customer Service Representative (Chat Agent) – Just Eat Takeaways Campaign - Advanced Call Center Technologies (ACT)

(2025-08 - 2026-05)

• Provided customer service support for the Just Eat Takeaways campaign, a leading online food and retail delivery marketplace headquartered in Amsterdam, Netherlands.
• Supported customers across the UK, Canada, and Ireland markets, handling high-volume live chat, outbound calls, and email queries.
• Assisted customers with orders and service-related issues, resolving queries efficiently while maintaining high service and quality standards.
• Used Zendesk and Talkdesk to manage customer tickets and outbound calls.
• Collaborated with Team Leaders, IT Support, and Operations via Slack.
• Maintained accurate records, followed POPIA requirements, and achieved an average QA score of 96%.

Fraud Investigator – Fraud & Claims Department - Advanced Call Center Technologies (ACT) – Citizens Bank

(2026-05)

Citizens Bank is a major U.S. financial institution headquartered in Providence, Rhode Island, providing retail, commercial, private banking, wealth management, and related financial services.

• Investigated suspected fraudulent transactions and customer claims to support accurate and timely resolutions.
• Used Cisco Finesse, Innovis Web, CSS, and CDM (Claims Dispute Management) to manage investigations and claims workflows.
• Used Mastercard 3DS and Intersekt to support transaction verification and fraud-related investigations.
• Used STAR STATION and Webex as part of daily operational and communication workflows.
• Maintained accurate case information and followed required procedures when handling sensitive claims information.

Brand Ambassador - AXE

(2024-02 - 2024-08)

Promoted products through customer engagement, demonstrations, activations, and tailored recommendations while achieving engagement and promotional targets.

Barista (Part-time) - Coffee The Bible

(2025-05 - 2026-07)

Prepared beverages, managed customer orders and payments, maintained cleanliness, and assisted with stocktaking and inventory control.

Waiter (Part-time) - Pemba Restaurant

(2023-03 - 2023-06)

Delivered friendly customer service, handled orders and payments, maintained cleanliness, and supported stock control.

Matric Certificate - Hoerskool Haartbeespoort (2023)

Higher Certificate - Paralegal Studies - Stadio