Outstanding Service from Lerato Masekela at Kaelo Health

I recently called Kaelo Health seeking guidance on adding beneficiaries to my plan. What I received was far more than administrative support—I experienced a moment of genuine human connection.

Lerato Masekela, who works in the Kaelo call center, handled my query with exceptional professionalism, patience, and warmth. Unbeknownst to her, I’ve been navigating a difficult season marked by depression. Yet her kindness, attentiveness, and willingness to truly listen made me feel seen, heard, and valued—not just as a client, but as a person.

Despite the pressures of a call center environment, where performance is often measured by call volumes, Lerato gave me her time. She didn’t rush. She created space for a meaningful conversation, and in doing so, reminded me of the power of empathy in customer service.

Lerato exemplifies what it means to serve with heart. She is a credit to Kaelo Health, and I hope her leadership team recognizes the rare and beautiful way she shows up for others.

Thank you, Lerato. You made a difference.