Tshegofatso Semake

Customer Success and Customer Operations professional with 7+ years of experience across client support, customer service, appointment scheduling, technical support, workflow coordination, service delivery, quality assurance and escalation management. Experienced supporting international customers, including UK- and US-based accounts, across phone, email, live chat and ticketing channels. Strong background in case ownership, SLA and KPI performance, CRM administration, queue management, cross-functional coordination, process improvement and proactive customer communication.

Consistently achieved 95%+ performance in KPI-driven, high-volume environments.

Client Success & Operations Support - Cooke (Pty) Ltd – GoMidnight

(2026-09)

• Support client communication and ongoing account coordination for digital product builds, providing progress updates and following up on outstanding requirements.
• Coordinate with internal development, advertising and operations teams to track client requests, resolve issues and keep deliverables moving.
• Assist clients with onboarding, platform setup, technical queries and next steps, escalating complex matters to the appropriate team.
• Maintain clear written records of client discussions, action items and follow-ups across remote collaboration channels.

Customer Service Representative / Appointment Setter - CallZilla – USFAS Foot & Ankle Specialist Clinic Campaign

(2026-08 - 2026-09)

• Handled inbound and outbound calls with patients seeking foot and ankle specialist care.
• Scheduled, confirmed and managed patient appointments, while accurately recording patient details and call outcomes.
• Assisted patients with general enquiries about clinic services, appointments and next steps, and escalated clinical questions to the appropriate team.
• Followed approved call scripts, verification procedures, patient confidentiality requirements and campaign quality standards while working toward appointment-setting and customer service KPIs.

Customer Success Executive - Talent Nexus (formerly listed as Shorza BPO)

(2026-05 - 2026-07)

• Managed customer success and client support for a UK-based account, maintaining end-to-end ownership of customer queries and service issues.
• Maintained accurate CRM records, proactive customer communication, follow-ups and escalation management while working toward SLA and KPI targets.
• Coordinated with internal stakeholders to resolve customer concerns, protect service quality and support a consistent customer experience.

Client Support Representative – Part-Time Remote Contract - Darkhorse Tech

(2024-12 - 2026-05)

• Delivered high-volume technical and customer support across customer service channels while consistently maintaining KPI performance above 95%.
• Owned customer issues from initial contact through resolution, documented interactions accurately and escalated technical cases when required.
• Worked remotely with distributed teams and managed this contract concurrently with full-time employment at Alert Communications.

Workflow Specialist & Customer Success - Alert Communications

(2023-07 - 2026-04)

• Managed live-chat and ticket queues, monitored SLAs and maintained timely customer communication across high-volume workflows.
• Coordinated case routing, escalations and cross-functional follow-up while maintaining accurate customer and operational records.
• Supported quality assurance, workflow improvements and service-delivery processes to strengthen operational consistency and customer outcomes.

IT Dispatcher - Itsyssol

(2021-08 - 2022-02)

• Coordinated technical service requests, technician scheduling, work allocation and SLA adherence.
• Tracked open work, communicated status updates and escalated service issues to support timely resolution.

Service Administrator - Webafrica

(2021-02 - 2021-08)

• Supported customer service requests, billing queries and technical-support coordination while maintaining accurate service records.
• Liaised with customers and internal teams to progress cases and resolve service-related queries.

Clinical Appointment Scheduler - United Call Centers

(2020-07 - 2021-01)

• Managed high-volume clinical appointment scheduling and confidential patient records for the COVID-19 Trial Programme.
• Provided clear customer communication while maintaining accuracy and discretion in a time-sensitive environment.

Customer Service Representative - MultiChoice

• Delivered front-line customer service, managed subscriber account queries, and ensured positive customer retention outcomes.

Customer Service Representative - Tracker Connect

• Managed client communications, tracking support, and service coordination for vehicle security systems.

Customer Service Representative - OUTsurance / Hastings Direct

• Handled inbound client support, policy queries, and claim-related communications across insurance portfolios.

Bachelor of Arts - Criminology (In Progress) - University of South Africa (UNISA)

Higher Certificate - Criminal Justice - University of South Africa (UNISA)