Ikaneng Khaloi
@ikanengkhaloi
I improve customer operations through reporting, coaching, and service resolution.
South AfricaWhat I'm looking for
I've supported customer operations at Nutun, Outworx, and CCI, handling accounts, complaints, travel insurance administration, online orders, returns, and refunds.
At Nutun, I managed inbound calls about outstanding balances, negotiated payment arrangements, maintained CRM records, and used de-escalation techniques to resolve difficult customer situations while protecting satisfaction.
At Outworx, I stepped into Subject Matter Expert and Acting Team Leader responsibilities, preparing weekly reports and performance trackers, auditing calls, monitoring SLA dashboards, and managing attendance and schedules.
I've trained new employees, led coaching and performance sessions, and earned recognition as a BPESA Customer Service nominee, Customer Service Agent of the Year, and Top Performer of the Quarter.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert Acting Team Leader
Outworx
Apr 2023 - Feb 2025 (1 year 10 months)
Provided operational support and supervised team activities. Prepared reports, conducted call audits, and managed team performance.
Collections Agent – Gas and Electric
Nutun
Jul 2025 - Mar 2026 (8 months)
Managed inbound customer calls related to accounts, complaints, and outstanding balances. Negotiated payment arrangements and maintained accurate CRM records.
Customer Service Rep Travel Insurance
Outworx
Aug 2022 - Feb 2025 (2 years 6 months)
Handled administrative processing of travel insurance policies and updated customer medical information. Communicated with customers via phone, email, and live chat.
Customer Service Representative
Outworx
Aug 2022 - Feb 2025 (2 years 6 months)
Handled administrative processing of travel insurance policies and updated customer medical information. Communicated with customers via phone, email, and live chat.
Customer Service Representative
CCI
Sep 2021 - Mar 2022 (6 months)
Processed customer orders, returns, and refunds. Maintained accurate customer account records.
Education
Degrees, certifications, and relevant coursework
Richfield Graduate Institute of Technology
National Diploma (N6), Hospitality and Catering Services
2019 - 2019
Completed N6 in Hospitality and Catering Services.
Oval Education
National Certificate (N4 and N5), Hospitality and Catering Services
2018 - 2018
Completed N4 and N5 in Hospitality and Catering Services.
Linpark High School
High School Diploma, General
2016 - 2016
Completed Grade 12.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
Skills
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