Open to opportunities

Refilwe Tlhagwane

@refilwetlhagwane

Message

Customer support specialist delivering high-CSAT live chat and remote administrative excellence.

Botswana

Message

What I'm looking for

I seek remote roles emphasizing high CSAT and SLA performance, collaborative teams, clear processes, and opportunities to apply support, admin, and data skills.

I am a customer support and live chat professional with over four years of experience across hospitality, virtual assistance, online moderation, and small-business operations. I consistently meet SLAs and CSAT targets, handling multiple concurrent chats while applying empathy, de-escalation, and clear written correspondence to resolve customer issues quickly.

I bring strong administrative and data skills—calendar and inbox management, QuickBooks bookkeeping, Excel (pivot tables, VLOOKUP), basic SQL, and workflow design—paired with remote-work discipline and a commitment to organized, compliant record-keeping. I am eager to join a high-CSAT, high-SLA team where I can contribute reliable support and continuous process improvements.

Experience

Work history, roles, and key accomplishments

Current

Bartender

Current

Local Hospitality Business

Mar 2025 - Present (11 months)

Delivered friendly service and accurate cash handling to increase customer satisfaction and repeat visits, and supported the team during peak periods through clear communication.

Customer Service Cash Handling Conflict Resolution Teamwork Communication Time Management

Current

Virtual Assistant

Current

Freelance

Jan 2024 - Present (2 years 1 month)

Provided administrative support including calendar and inbox management, developed workflow templates that improved productivity and achieved 98% on-time client response across 5–8 inboxes.

Calendar Management Inbox Management Google Workspace Quickbooks document preparation Asana Trello Client Communication

Live Chat Agent

Cloudworkers

Aug 2023 - Apr 2024 (8 months)

Handled 3–5 concurrent chats, met SLAs with average first response under 60s and sustained 95% CSAT, and de-escalated sensitive conversations while maintaining 100% data protection compliance.

Live Chat Customer Support CSAT Ticketing Data Protection Multitasking CRM

Small Business Owner

Tuck Shop

Jun 2021 - Dec 2023 (2 years 6 months)

Oversaw daily operations, inventory and supplier coordination, and bookkeeping using QuickBooks, implementing stock tracking and pricing systems that improved profitability.

Inventory Management Quickbooks Cash Handling Bookkeeping Pricing Strategy Customer Service

Administrative Assistant

Batho Pele Charity Organisation

Jan 2019 - Nov 2020 (1 year 10 months)

Coordinated five community outreach events serving 90 beneficiaries, maintained accurate data records, and prepared reports for funding bodies to support program delivery.

Event Coordination Data Entry Reporting Community Outreach

Education

Degrees, certifications, and relevant coursework

ALX Africa

Certificate, Virtual Assistance / Remote Administration

2024 - 2024

Completed a Virtual Assistant certification covering remote administration, scheduling, project management, and productivity tools.

Coursera (Google)

Professional Certificate, Data Analytics

2023 - 2023

Completed the Google Data Analytics Professional Certificate focusing on data organization, cleaning, visualization, reporting, Sheets/Excel, and basic SQL.