KELETSO MAQELEPO
Bloemfontein
Summary
Results-driven Customer Service and Support Specialist with experience in e-commerce, healthcare programme support, and online client engagement. Skilled in CRM systems, quality assurance, onboarding, and issue resolution.
Overview
3
3
years of professional experience
3
3
Certification
Work History
Health Programme Support Advisor / Customer Associate
Second Nature
09.2025 - 03.2026
- Provided customer support via phone
- Conducted onboarding calls
- Maintained CRM records
- Escalated complex issues
- Delivered follow-ups and support
E-commerce Customer Support Representative & QA
iContact BPO
05.2024 - 01.2025
- Managed customer queries via phone/email
- Processed orders and refunds
- Resolved delivery issues
- Used Zendesk for tracking
- Conducted QA monitoring and coaching
English Teacher - Tutor
Preply & Learnlight
01.2023 - Current
- Delivered online lessons
- Created lesson plans
- Improved communication skills
- Supported clients globally
Communications & Science Teacher
Roma Agri-Business Training Center
01.2017 - 01.2022
English & Agriculture Teacher
Lekokoaneng High School
01.2014 - 01.2016
Education
BSc - Soil Science
National University of Lesotho
Diploma - Agricultural Education
National University of Lesotho
Skills
- Customer Support
- CRM Systems
- Zendesk
- FCR
- Escalation Handling
- QA
- Onboarding
- Remote Work
- Communication
Websites
Certification
TEFL Certificate, 120 Hours
Accomplishments
- High customer satisfaction
- Promoted to QA role
- Strong performance in high-volume environments
Timeline
Health Programme Support Advisor / Customer Associate
Second Nature
09.2025 - 03.2026
E-commerce Customer Support Representative & QA
iContact BPO
05.2024 - 01.2025
English Teacher - Tutor
Preply & Learnlight
01.2023 - Current
Communications & Science Teacher
Roma Agri-Business Training Center
01.2017 - 01.2022
English & Agriculture Teacher
Lekokoaneng High School
01.2014 - 01.2016
BSc - Soil Science
National University of Lesotho
Diploma - Agricultural Education
National University of Lesotho