Palesa Khokhone

Patient and communicative professional with a proven track record in BPO environment. Skilled in active listening, product knowledge retention, and de-escalation techniques. dedicated to delivering high quality service and achieving performance targets.

Customer service consultant at Call Force Direct (2020-11 – 2021-05)

• Taking Inbound calls
• Helping customers to use self-services.
• Verify and update customer information.
• Dealing with client queries.
• Escalating queries to relevant sectors

Customer service consultant at Alteram Solutions (2021-05 – 2022-06)

• Taking Inbound calls
• Efficient Handling of Queries.
• Accurate Information Provision.
• Resolving Complaints and Issues
• Monitoring customer feedback

Call centre agent at Unity Health (2022-09 – 2024-12)

• Answer telephone calls
• verify the information to service providers and members.
• Determine eligibility by comparing client information to requirements.
• Inform service providers and clients by explaining procedures and protocols.
• Answer questions/queries telephonically and provide brochure information by e mail/facsimile.
• Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Maintain and improve quality results by adhering to standards and guidelines and recommending improvements.
• Update job knowledge by studying new product descriptions as needed.
• Provide product and service information to customers.
• Research, identify and resolve customer complaints using applicable software and product information provided.
• Document all call information according to standard operating procedures.
• Recognise, document, and alert the management team of trends in customer calls.
• Follow up on customer calls where necessary.
• Any other duties as assigned by your manager from time to time

Claims Administrator at Kaelo Health (2024-12 – 2025-07)

• Review and verify claim forms and supporting documentation.
• Enter, update, and maintain claim records in internal systems.
• Communicate with clients, insurers, and third parties to gather information.
• Assess claims for eligibility and compliance with policies or procedures.
• Prepare claim reports and summaries for management.
• Follow up on outstanding or disputed claims.
• Maintain confidentiality and ensure adherence to legal and company standards.

Matric – Selelekela Secondary School (2007-01 – 2011-12)

End-user software and hardware computer – Sci-bono academy (2012-01)

RE 5 (2019-12)

Wealth Management NQF Level5 (2025-01)

Class of Business 1 - Health Benefits services (2022-09)