TALIFHANI MOLEHE
Boksburg
Summary
Call Centre Agent with five years of experience in high-volume client contact, accurate records, and follow-up coordination. Manages inbound and outbound calls, CRM updates, and case tracking with clear communication and calm service. Uses Telviva, SAP CRM, Microsoft 365, and problem-solving skills to support timely resolution and professional customer experiences.
Overview
5
5
years of professional experience
Work History
Call Centre Agent
Alteram Solutions
Midrand
05.2021 - Current
- - Managed inbound and outbound calls and emails, giving clear guidance and accurate status updates.
- - Tracked pending cases and monitored resolution timelines, working with relevant teams to move cases forward on time.
- - Supported clients with sensitive matters such as payment delays and appeals, using empathy, discretion, and confidentiality.
- - Assisted clients with UIF enquiries and guided case progress for claims, payment delays, appeals, documentation, and employer registrations.
- - Reviewed repeated documentation issues and developed clearer internal guidance, reducing repeat queries and improving client service.
- - Worked with internal departments to escalate matters, resolve open cases, and keep clients updated throughout the process.
- - Updated client information accurately in CRM and Department of Labour systems, keeping records complete and organized.
- - Followed documentation, escalation, and case progression procedures while supporting efficient administrative workflows.
- - Used Telviva call centre system to monitor queue activity, support service targets, assist with client outreach, and complete ad hoc administrative tasks.
- Supported clients with Compensation Fund and Injury on Duty matters, helping clarify requirements, submit correct information, and track query updates.
- Assisted with Compensation Fund administration, including employer registrations, account balance enquiries, and tender-related queries, while capturing information accurately.
- Provided support for Injury on Duty claim processing, maintaining document accuracy and following up on outstanding items.
- Used Department of Labour systems, including SAP CRM and shared Outlook inboxes, to manage queries, update records, and assist with case resolution.
- Completed 6-month period of service.
Education
Final Year -
Boston City College
Germiston, South Africa10-2026
Skills
- Customer relationship management
- CRM management
- Call center software
- Microsoft 365 proficiency
- Administrative support
- Reporting communication
- Communication skills
- Problem-solving skills
- Customer excellence
- Team collaboration
- Computer systems troubleshooting
- Telviva call centre system
- SAP CRM
- Department of Labour systems
- Shared Outlook inboxes
Timeline
Call Centre Agent
Alteram Solutions
05.2021 - Current
Final Year -
Boston City College