Keneilwe Morolong
@keneilwemorolong
Customer Service Agent with strong communication and problem-solving skills across phone, email, and live chat.
South AfricaWhat I'm looking for
I’m a customer service professional who thrives on handling high-volume inbound and outbound interactions while delivering accurate information and dependable support. Across Telkom, Virgin Active, Clientele Life, SA Airlink, Dash BPO, and iContact, I’ve focused on customer satisfaction, clear communication, and resolving bookings, cancellations, and product information.
Most recently with Aucera (Hilton Grand Vacation), I use Salesforce and the Aucera CX platform to log interactions, track member history, and support HGV USA customers across phone, email, and chat. I’m motivated by responsibility and challenges—I consistently align to KPIs like CSAT, Talk time, AHT, and Attendance, while staying adaptable, self-motivated, and a strong team player.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
iContact
Nov 2024 - Dec 2025 (1 year 1 month)
Handled high-volume inbound and outbound customer interactions via phone, email, and chat for HGV USA, resolving booking and cancellation requests and providing product information while meeting KPIs including CSAT, talk time, and AHT.
Customer Service Agent
Dash BPO
Aug 2023 - Sep 2024 (1 year 1 month)
Managed inbound calls and live chats for the USA GolfNow campaign, assisting golfers with tee time booking and cancellations and making reservations.
Customer Service Agent
SA Airlink Airlines
Dec 2018 - Dec 2020 (2 years)
Provided passenger flight information including boarding passes, seating arrangements, luggage weight limits, and identification details; handled rebooking and cancellations.
TellerSales Agent
Clientele Life Limited
Mar 2016 - May 2018 (2 years 2 months)
Sold long- and short-term insurance products and conducted outbound calls to promote and sell insurance services.
Sales Consultant
Virgin Active Gym
Jul 2015 - Jan 2016 (6 months)
Sourced prospective clients, generated sales in new target areas, and networked with existing clients to promote services and retain referrals.
Customer Service Agent
Aegis Telkom
Feb 2014 - May 2015 (1 year 3 months)
Answered inbound calls, provided detailed customer information, and delivered excellent service while upselling the latest products.
Education
Degrees, certifications, and relevant coursework
SA Airlink
Reservations Skills Training, Reservations
2019 -
Completed Reservations Skills training in 2019 at SA Airlink.
SA Airlink
Customer Management Training, Customer Management
2019 -
Completed Customer Management Training in 2019 at SA Airlink.
Cranfield Aviation Training Academy
Cabin Crew License, Cabin Crew
2017 -
Earned a Cabin Crew License in 2017 through Cranfield Aviation Training Academy.
EPT Aviation Training Academy
Passenger Handling / Customer Service Course, Passenger Handling / Customer Service
2017 -
Completed a Passenger Handling / Customer Service course in 2017.
Malvern High School
Matric (Grade 12), Secondary Education
2014 -
Completed Matric (Grade 12) in 2014 at Malvern High School.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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