Looking for a job

Itumeleng Moletsi

@itumelengmoletsi

Message

I resolve high-volume customer queries, escalations and CRM cases across banking, telecoms, insurance and BPO.

South Africa

Message

What I'm looking for

I’m looking for a full-time remote customer-service or call-centre role with UK hours, where I can handle high-volume inbound queries, resolve issues at first contact, manage escalations and maintain accurate CRM records.

I currently support the iSON Xperiences Vodacom Retentions account, bringing more than 10 years of contact-centre and customer-service experience across banking, telecoms, insurance, financial services and BPO operations.

At Standard Bank’s CCC Card Division, I supported personal and business banking customers in a high-volume environment, resolving card-service queries, disputes and escalations while processing applications, transactions and risk assessments.

I led a team of 12 customer service consultants at Blue Label Telecoms, monitoring KPIs and service levels, coaching performance, and improving queue performance through scheduling and resource management.

I also handled U.S. medical-record retrieval at ParamedS Inc, prioritising urgent cases and meeting strict turnaround times. I’m equipped for full-time remote UK-hours work with a dedicated workspace, reliable internet and backup power.

Experience

Work history, roles, and key accomplishments

Current

Vodacom Retentions Agent

Current

iSON Xperiences

Jun 2026 - Present (3 months)

Currently employed on the Vodacom Retentions account, handling customer retention and support duties.

Customer Retention CRM Inbound customer service Escalation Management

PDC Retriever - Medical Records

Parameds Inc

Nov 2023 - Jan 2026 (2 years 2 months)

Handled high-volume outbound calls to members and healthcare providers for U.S. insurance operations. Retrieved documentation within strict turnaround times and prioritised urgent cases to meet SLAs.

Medical Records Outbound Calls SLA Management Data Accuracy Stakeholder Communication

Radio Programming Supervisor

Demag Radio

Feb 2023 - Mar 2024 (1 year 1 month)

Supervised producers, announcers and volunteer staff and monitored broadcast and promotion quality. Planned programming and collaborated with the Program Director to improve content quality.

Supervision Broadcast Monitoring Programming Content Quality

Non-Advisory Telesales Agent

Verve Financial Solutions

Sep 2023 - Nov 2023 (2 months)

Sold value-added products and warranties for insurance brands and achieved target in the first month. Handled outbound sales calls, product explanations, contract processing and sales administration.

Telesales Outbound Sales Product Knowledge Contract Processing Sales Administration

Customer Service Team Leader

Blue Label Telecoms

Sep 2018 - Sep 2021 (3 years)

Led and managed a team of 12 customer service consultants. Monitored KPIs, service levels and individual performance in a high-volume contact centre.

Team Leadership KPI Monitoring Coaching Performance Management Resource Management Scheduling

Legal Sales Consultant

Clientèle Life

May 2018 - Aug 2018 (3 months)

Sold legal and value-added insurance products while completing verification, compliance checks and accurate recordkeeping.

Sales Insurance products Compliance Record keeping

Customer Service Consultant

Standard Bank of South Africa

Jul 2014 - Jan 2018 (3 years 6 months)

Supported personal and business banking customers across card services in a large, high-volume contact centre. Resolved queries, disputes and escalations and processed applications, transactions and risk assessments.

Customer Service Banking Dispute Resolution Risk Assessment CRM Service Level Agreements