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Ramasela Charmain Kokohlabang

@ramaselacharmainkoko

Customer service representative at Teleperformance, resolving customer queries and account issues across high-volume contact centres.

South Africa

Message

At Teleperformance, I handled high volumes of inbound and outbound calls, resolving customer queries, complaints, and account-related issues. I maintained customer records in CRM systems and followed quality, compliance, and escalation procedures.

At Capita (Old Mutual Site), I handled calls about financial products and account management. I escalated complex complaints while keeping clients informed and maintained service-level agreement requirements.

Earlier, as a Customer Service Assistant at KFC, I processed orders using POS systems and responded to customer complaints in a busy retail environment. I also gained front-of-house experience as a Waitress at Butter Bistro.

I’m studying for a Diploma in Counselling and Communication Skills for Education at South African College of Applied Psychology (SACAP). My experience also includes community outreach volunteering and customer service across phone, email, and live chat.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Teleperformance

Feb 2026 - Apr 2026 (2 months)

Managed high volumes of inbound and outbound calls, resolved customer queries and complaints, and consistently met KPIs including call handling time and customer satisfaction scores. Maintained accurate CRM records and adhered to quality assurance and compliance standards.

Inbound Calls Outbound Calls CRM Systems Complaint Resolution KPI Achievement Quality Assurance Data Protection telephone etiquette

Customer Service Advisor

Capita

Oct 2025 - Jan 2026 (3 months)

Handled high volumes of inbound calls regarding financial products and account management, maintained SLA compliance, and escalated complex complaints while keeping clients informed. Updated CRM data accurately and received positive quality assurance scores.

Inbound Calls CRM Systems SLA Compliance Complaint Escalation Data Accuracy Quality Assurance Teamwork

Customer Service Assistant

KFC

Feb 2022 - Oct 2022 (8 months)

Delivered fast and friendly customer service in a high-volume retail environment, processed orders using POS systems, and handled complaints professionally. Maintained brand, hygiene, and safety standards while multitasking during peak periods.

Customer Service POS systems Complaint Handling Multitasking Time Management Hygiene Standards

Waitress

Butter Bistro

May 2021 - Jun 2021 (1 month)

Delivered attentive front-of-house service including order taking, upselling, and table management. Maintained hygiene standards and supported kitchen and service staff during busy periods.

Order Taking Upselling Table Management Hygiene Standards Team Support

Community Volunteer

Non-Profit Organisation

Jan 2019 - Dec 2020 (1 year 11 months)

Coordinated community outreach events and donation drives, demonstrating strong organisational and communication skills. Engaged with the public and worked as part of a team to deliver support services to vulnerable households.

Event Coordination Communication Skills Teamwork Community Outreach