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Work Background
betPawaLead Supervisor
May. 2024Kinshasa, Democratic Republic of the Congo- Support the L1 Manager in overseeing real-time team performance and service delivery. - Act as a communication bridge between the L1 Manager and frontline agents. - Provide daily guidance, coaching, and operational support to team members. - Identify and resolve issues as they arise ensuring minimal disruption to workflow. - Monitor and interpret KPIs to support data-driven decisions impacting user experience and lifetime value. - Analyze player behavior, engagement trends, and recurring issues to identify opportunities for retention and conversion improvement. - Support operational decision-making through reporting and performance insights. - Data analyse ( Redash, Grafana, PawaDesk). - Provide actionable insights and reports to support operational and growth strategies in the Congo market.
betPawaL1 Customer Support Supervisor
Jan. 2024Kinshasa, Democratic Republic of the Congo- Supervise daily support operations and ensure SLA compliance. - Handle complex customer cases and escalations. - Identify trends impacting user satisfaction in Congo market. - Developed metrics to track performance, enhancing accountability and results. - Conducted regular team meetings to foster communication and motivation. - Analyzed feedback to drive continuous improvement initiatives.
betPawaCustomer Support Specialist
May. 2022 - Jan. 2024Kinshasa- Managed high-volume customer interactions via chat and calls. - Provided support on deposits, withdrawals, and account-related issues. - Maintained high CSAT scores through effective communication and problem-solving. - Gained strong understanding of user behaviour, payment challenges, and market expectations in Congo GEO.
betPawaL1 Customer Support Agent
May. 2022 - Jan. 2024Kinshasa, Democratic Republic of the Congo- Delivered exceptional customer service. - Identified and escalated issues, leading to product improvements. - Conducted follow-ups, ensuring customer issues were fully resolved. - Utilized CRM tools to track and analyze customer interactions effectively. - Collaborated with cross-functional teams to enhance service delivery.
betPawaCustomer Support Representative
May. 2022 - May. 2023Gombe, Kinshasa, Democratic Republic of the Congo
Université Loyola du Congo (ULC)Université Loyola du Congo
Oct. 2021
St Augustine University of KinshasaAssistant Lecturer
Oct. 2021Kinshasa, Democratic Republic of the Congo
Urban LimeProperty Assistant
Oct. 2018 - Jul. 2021Cape Town, Western Cape, South AfricaPerform administrative tasks.
Urban LimeOffice Management
Oct. 2017 - Sep. 2018Cape Town Area, South AfricaOrganizing and maintaining diaries of executives, Maintenance of office systèmes including filing and data management, Sourcing administration support, Draft response to various correspondence, emails and queries, Make arrangements for various meetings, Reporting and query resolution.
TELUS International PhilippinesCustomer Support Representative
Feb. 2015 - Nov. 2015PhilippinesI answer courteously inbound calls, respond to customer inquiries, to generate customer interest in the services or products offered by the company, to ensure feedback from the customer to further improve the customer services, to manage and update customer databases with the status of each customer.
Global Exact DealOffice Manager
Jan. 2015 - Oct. 2017Cape Town Area, South AfricaI implement trade promotions by publishing, tracking and evaluating trade spending, I update job knowledge by participating in educational opportunities, reading professional publication, maintaining personal networks and I recommend product lines by identifying new products.
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