Tebogo Keitshweditse
London,Canada
Summary
Dedicated professional with a strong foundation in customer service, recognized for consistently resolving inquiries and achieving high satisfaction rates. Expertise in leveraging exceptional communication and problem-solving skills to enhance the overall customer experience. Proficient in various tools, including Microsoft Office, Salesforce, Excel, and live chat platforms, ensuring efficient and effective service delivery. Committed to fostering positive relationships and enhancing client engagement through attentive support and proactive solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ministry of Public and Business Service Delivery
11.2020 - 05.2025
- Handled over 100 customer calls daily with over 95% satisfaction, addressing inquiries about Ontario’s business registry
- Resolved licensing and registration concerns through in-depth research and technical analysis
- Maintained high service standards while working remotely in a secure and confidential environment
- Provided calm, effective support during escalations and complex client situations
Retention Customer Service Representative
The Bradford Exchange
04.2019 - 02.2020
- Prevented service cancellations by resolving customer concerns and providing tailored solutions
- Processed orders, managed returns, and clarified billing inquiries professionally
- Promoted new products based on customer interests to improve satisfaction and retention
Call Center Agent
MoneyKey
05.2017 - 09.2018
- Finalized loan applications through outbound calls and verification processes
- Delivered prompt and accurate information on loan terms, status, and account management
- Built rapport with clients in sensitive financial situations while upholding confidentiality
Call Center Agent
Stream Global Services
08.2012 - 08.2013
- Sold telecommunications and home security services to residential customers
- Supported clients with billing, account issues, and service troubleshooting
- Managed high call volumes while exceeding sales and service KPIs
Education
Diploma - Gerontology
Sheridan College
01.2017
Foundation Certificate - General Studies
Fanshawe College
01.2014
High School Diploma - undefined
Shoshong Senior Secondary School
01.2007
Skills
- Customer Service & Retention
- Call Center Operations (Inbound & Outbound)
- Conflict Resolution & Crisis Support
- Crisis & Escalation Handling
- Social Services Communication
- CRM Systems: Salesforce, Live Chat
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Confidentiality & Ethical Practices
- Multi-tasking & Prioritization
- Upselling & Cross-selling
- Technical Support & Troubleshooting
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English – Fluent
English
Certification
- Sales Manager Certificate
- Sales Essentials Certificate
Timeline
Customer Service Representative
Ministry of Public and Business Service Delivery
11.2020 - 05.2025
Retention Customer Service Representative
The Bradford Exchange
04.2019 - 02.2020
Call Center Agent
MoneyKey
05.2017 - 09.2018
Call Center Agent
Stream Global Services
08.2012 - 08.2013
Foundation Certificate - General Studies
Fanshawe College
High School Diploma - undefined
Shoshong Senior Secondary School
Diploma - Gerontology
Sheridan College