Open to opportunities

Tshegofatso Moleko

@tshegofatsomoleko

Message

Multichannel customer service professional improving credit and dispute outcomes.

South Africa

Message

What I'm looking for

I’m seeking a role where I can drive customer success—resolving complex issues, improving credit/dispute experiences, and supporting data-driven decisions. I value clear processes, measurable outcomes, and growth through customer impact.

I’m a multichannel customer service expert with 13 years of experience supporting customers through in-person, call centre, and chat interactions. I specialize in dispute resolution and credit services, helping people navigate complex issues and understand outcomes with clarity and confidence.

Currently, I work as a Chat Agent (USA Campaign) at Transunion GCC, assisting customers with credit-related inquiries such as bankruptcy filings, dispute resolution, credit freeze lift/add, fraud alert management, and credit report updates. I interpret and explain dispute results, troubleshoot website errors, guide customers through solutions, and educate them on factors impacting credit scores.

Before Transunion, I built strong results in sales and retention-focused roles. At Empower FS, I generated leads, closed sales through cold calling and networking, delivered product presentations, handled negotiation and contracting, and reported on pipeline performance. Earlier roles included Customer Service Agent and Account Manager work centered on first-call resolution, billing clarity, escalation procedures, and retaining delinquent accounts through effective negotiation and communication.

I also bring analytical attention to detail from data annotation work—1 year on the Diamond Project as a Data Specialist using RWS Annotation. Across every role, my priority is customer success: I aim to resolve issues accurately the first time, protect sensitive information through policy (CPNI/PII), and deliver data-driven outcomes that strengthen trust.

Experience

Work history, roles, and key accomplishments

Current

Chat Agent (USA Campaign)

Current

TransUnion GCC

May 2025 - Present (1 year)

Assisted customers with credit-related inquiries via chat, including bankruptcy filings, dispute resolution, credit freeze actions, fraud alerts, and credit report updates. Interpreted dispute results, troubleshot website errors, guided customers through sign-up, and educated them on credit score factors and improvement strategies.

Credit Reports Troubleshooting Customer Education Dispute Result Interpretation

Sales Executive

Empower FS

Oct 2024 - Feb 2025 (4 months)

Generated leads and closed sales through cold calling, emailing, and networking while managing client relationships to support customer satisfaction and retention. Delivered product presentations, negotiated contract terms and pricing, and reported on pipeline and performance while collaborating with marketing to improve lead generation.

Lead Generation Cold Calling Client Relationship Management Sales Presentations Negotiation Sales Pipeline Market Analysis

Customer Service Agent

Merchants

Jul 2023 - Aug 2023 (1 month)

Communicated intermediate account information to customers in a retention disconnect workflow, focusing on collecting delinquent balances with a goal of first-call resolution. Calculated and explained fees and billing cycles, corrected billing discrepancies, applied escalation procedures, and ensured CPNI/PII compliance while using product knowledge to prevent service interruptions.

Call Resolution Escalation Management Account Retention

Account Manager

Merchants

Feb 2023 - Jul 2023 (5 months)

Handled inbound and outbound customer inquiries and used negotiation skills to collect delinquent balances while retaining customers. Maintained strong customer communication in line with service delivery standards and supported customer experience through voice-of-customer practices and internal/external interactions.

Inbound & Outbound Customer Service Debt Collection Negotiation Customer Retention Active Listening Problem Solving

Contact Centre Agent

IRDSA

Jan 2019 - Jan 2021 (2 years)

Designed and executed customer outreach activities, assessed customer needs, and sold suitable insurance plans while collecting customer information and maintaining records. Educated clients on differences between medical aid and medical insurance, closed deals, and followed up on leads while preparing reports.

Insurance Sales Medical Aid Education Lead Follow Up Sales Closing Reporting

Dispatch Clerk

Digital Creations

Jan 2015 - Jan 2017 (2 years)

Verified incoming and outgoing shipments against consignment records and ensured outgoing goods met required specifications. Organized internal distribution and managed dispatch documentation to support accurate shipment processing.

Logistics Coordination Dispatch Documentation Quality Control