KELELLO JOHN RAMOROLA
Customer Service Representative
702 Bolani Road, Moletsane, Soweto
Summary
I am a 5-year experienced Service Consultant with a demonstrated history of working in the insurance and technical support industries. Proven expertise in managing customer expectations, handling complaints, and providing comprehensive product knowledge. Skilled in problem-solving, conflict resolution, and multitasking within high-pressure environments. Adept at using CRM software and MicroSoft Office packages to enhance customer service efficiency. Career goal includes leveraging extensive experience to drive customer satisfaction and operational excellence in future roles.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Customer Service Representative
DashBpo
08.2025 - Current
- Assisting customers and resolving help desk inquiries within mobile services industry
- Responded to customer requests for products, services, and company information.
- Managed escalated calls effectively, securing satisfactory resolutions for both customers and company
- Gained comprehensive product understanding to provide knowledgeable recommendations based on unique customer preferences.
- Collaborating with back office department to assist customers via chats or voice calls
Service Consultant
First for Women Insurance Ltd
06.2022 - 06.2024
- Handled over 50 incoming enquiries via phone and emails promptly and effectively to achieve an SLA of 95%.
- Recommended additional, useful services to customers, which helped to increase overall sales by 15%.
- Achieved company targets by implementing successful sales strategies.
- Provided accurate quotes and price information to inform customer decision-making.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Managed service department complaints, implementing solutions to prevent recurrence.
Technical Support Consultant
Discovery Limited (Vitality Life UK)
01.2017 - 02.2020
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided clear and concise step-by-step technical support to guide clients.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime by 30%.
- Resolved service user requests within target timeframes.
- Monitored computer system performance and intervened in identified problems.
- Performed recovery operations to restore systems following failures.
Contact Centre Learnership
Discovery Limited
01.2016 - 12.2016
- Achieved service time and quality targets.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Engaged with customers to better understand needs and deliver excellent service.
- Handled customer concerns and escalated major issues to supervisor.
- Maximized customer engagement and satisfaction by delivering excellent customer service.
Sales Associate
Truworths
09.2015 - 12.2015
- Handled customer queries and complaints with professionalism, fostering a positive store environment.
- Handled customer enquiries, providing prompt responses to questions about products and services.
- Handled customer returns, refunds and exchanges at customer service desk.
- Explained products’ benefits and value, engaging customers in new stock to drive sales.
- Assisted customers in selecting merchandise based on their needs, enhancing shopping experience.
Education
Learnership - Contact Centre and Business Process Outsourcing Support
Discovery Ltd
Sandton, GP12.2016
Matric - Grade 12 Completed
St Matthews Private Secondary School
Soweto, GP12.2010
Skills
- Good Computer Literacy
- Strong verbal and written communication
- Problem-solving
- Multitasking and Time Management
- Conflict Resolution (Hellopeter)
- CRM software (Jira, AS400, Connex, Paradigm, CX One, DNO, WSP, ATLAS, Hubspot)
- Interpersonal Skills
- MS Office (Excel, Word, PowerPoint, Outlook)
- Customer Service
Certification
Contact Centre and Business Process Outsourcing Support, NQF Level 3
References
Alisha, Asswarnicumar, Team Manager, 0117157115, 0676239823, First for women Ltd
Timeline
Customer Service Representative
DashBpo
08.2025 - Current
Service Consultant
First for Women Insurance Ltd
06.2022 - 06.2024
Technical Support Consultant
Discovery Limited (Vitality Life UK)
01.2017 - 02.2020
Contact Centre Learnership
Discovery Limited
01.2016 - 12.2016
Sales Associate
Truworths
09.2015 - 12.2015
Matric - Grade 12 Completed
St Matthews Private Secondary School
Learnership - Contact Centre and Business Process Outsourcing Support
Discovery Ltd
Similar Profiles
James MankgaJames Mankga
Junior Operations Manager at DashBPOJunior Operations Manager at DashBPO
NOLUTHANDO MCHUNUNOLUTHANDO MCHUNU
Operations Supervisor at DashBPOOperations Supervisor at DashBPO
Nontsikelelo VilakaziNontsikelelo Vilakazi
Customer Service Representative at DashBPOCustomer Service Representative at DashBPO
Nokwanda Noxolo Clementine MiyaNokwanda Noxolo Clementine Miya
Control Room Operator/ Call Centre Agent at Fidelity Services GroupControl Room Operator/ Call Centre Agent at Fidelity Services Group
FORTUNATE TEBOHO CHALALEFORTUNATE TEBOHO CHALALE
Intern at Net CampusIntern at Net Campus