Ikaneng Khaloi

I've supported customer operations at Nutun, Outworx, and CCI, handling accounts, complaints, travel insurance administration, online orders, returns, and refunds. At Nutun, I managed inbound calls about outstanding balances, negotiated payment arrangements, maintained CRM records, and used de-escalation techniques to resolve difficult customer situations while protecting satisfaction. At Outworx, I stepped into Subject Matter Expert and Acting Team Leader responsibilities, preparing weekly reports and performance trackers, auditing calls, monitoring SLA dashboards, and managing attendance and schedules. I've trained new employees, led coaching and performance sessions, and earned recognition as a BPESA Customer Service nominee, Customer Service Agent of the Year, and Top Performer of the Quarter.