Thato Kheleli

Customer-orientated, proactive, and ownership-driven professional with over 2 years of extensive customer service and retail space experience, alongside a solid background in medical scheme and banking client support. A confident, natural problem solver who enjoys getting to the bottom of an issue rather than simply logging it, maintaining a genuine desire to grow within a company as it scales. Demonstrates clear, professional, and personable communication skills, particularly under high-pressure scenarios.

Comfortable engaging with clients both telephonically and face-to-face, with a strong track record of over-achieving performance targets while maintaining excellent service delivery.

Customer Service Agent - Shoprite Checkers (Sixty60) - Brackenfell

(2022-01)

• Managed Sixty60 customer orders and resolved queries proactively using live chat, ticket systems, and courier tracking portals in a fast-paced retail environment.
• Demonstrated an excellent track record of over-achieving service targets and going above and beyond to ensure customer satisfaction.
• Maintained a friendly, polite, and helpful personality while handling phone calls (inbound/outbound) and digital queries clear and professionally under pressure.
• Methodically tracked pending delivery and order tasks to completion, demonstrating urgency, ownership, and responsibility.
• Registered new Xtra Savings profiles and accurately updated customer account configurations via internal order and retail POS/inventory software platforms.
• Coordinated team administration tasks, including meeting organization and training schedules, demonstrating adaptability.

Consultant HP - Discovery Health Medical Scheme

(2020-10 - 2021-12)

• Handled complex premium and medical billing inquiries, maintaining high accuracy in invoice adjustments and document processing.
• Consistently met and exceeded monthly performance targets (MBR, DPMO), demonstrating an over-achieving track record.
• Proactively resolved high-pressure customer escalations in a timeous manner, applying clear, professional, and personable communication skills under pressure.
• Assisted with team administration, coaching new consultants, and fostering a customer-orientated environment with good judgement around independent resolution and escalation.

Contact Centre Consultant - Discovery Health Medical Scheme

(2017-04 - 2020-10)

• Confirmed medical plan structures, benefits, and premium frameworks for members with a polite and professional phone etiquette.
• Resolved claim queries and logged system escalations, maintaining meticulous tracking of pending queries until full resolution.
• Demonstrated a strong willingness to learn and improve by adopting new internal systems and software platforms rapidly.

Service Consultant - Capitec Bank

(2013-05 - 2016-03)

• Handled daily retail banking transactions, opened new accounts, and processed loan applications under tight compliance rules, engaging with clients face-to-face and telephonically.
• Adapted communication style to respond effectively to different types of clients, ensuring an excellent service experience.
• Registered clients for online and cellphone banking platforms, demonstrating strong PC literacy and system navigation.

Matric Certificate - Ned Doman High School (2007) Cape Town