Grace Issah
Kigali
Summary
Dynamic customer support leader with extensive experience in team management and data analysis. Proven track record in enhancing team performance and customer satisfaction at betPawa. Skilled in social media and communication, fostering continuous learning and problem-solving. Committed to advancing customer experiences through strategic insights and leadership.
Overview
8
8
years of professional experience
Work History
CUSTOMER SUPPORT LEAD SUPERVISOR
Mchezo Limited
01.2025 - Current
- Assisting training sessions for new hires, ensuring smooth integration and understanding of company standards.
- Coaching agents bi-monthly to uphold quality standards and improve customer interactions.
- Going through chats and calls during live monitoring.
- Delivering proactive support to elevate customer satisfaction.
- Effectively supervising shifts.
- Conducting 1:1s with a team of 15 people.
- Monitoring and ensuring the achievement of KPIs, including CSAT and AQS.
- Report writing at the end of the month.
- Collaborating with Learning and Development to address knowledge gaps in customer support.
L1 CUSTOMER SUPPORT SUPERVISOR
betPawa
07.2023 - 12.2024
- Ensure the support team can function optimally during supervised shifts
- Work with the WFM team to ensure supervised shifts are efficient
- Report shifts successes and failures as agreed with Team Lead/Lead Supervisor
- Escalate issues impacting the CXIs during supervised shifts to the relevant teams
L1 CUSTOMER SUPPORT SPECIALIST
betPawa
01.2023 - 06.2023
- Giving clients the best customer service experience through calls, chats and other channels
- Excellent knowledge of sports betting markets and rules
- Identifying customer needs and helping customers use specific features
- Representing the betPawa brand
- Supervising Customer Support Agents and assisting them with betting markets or any other queries
- Share feature requests effectively with team members responsible
- Follow up with customers to ensure their technical issues are resolved
- Help customers make use of different features available
L1 CUSTOMER SUPPORT AGENT
betPawa
04.2022 - 12.2022
- Upselling products and services
- Providing proactive customer support
- Representing the betPawa brand
- Answering inbound and making outbound calls
- Making sure that the company policies in terms of customer support are met
- Troubleshooting and making sure that the client is helped
CALL CENTRE AND CUSTOMER SERVICE OFFICER
Bakhresa Group of Companies
07.2017 - 03.2022
- Company Overview: (Azam TV)
- Answered approximately 100 inbound calls per day in a friendly manner
- Making outbound calls about customer subscriptions and any other information that the customer might need to know whenever necessary
- Responding promptly to customer queries to ensure customer satisfaction and provide professional customer support
- Upselling products and services
- Writing reports and analyzing Call Center Data
- Keeping records of customer interactions, transactions, comments and complaints
- Trained and managed a team of junior call center representatives
- Ensure customer satisfaction and provide professional customer support
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Managing social media Pages and ensuring daily updates and artwork (Facebook, Twitter, Instagram)
- (Azam TV)
Education
Master of Business Administration - Sales and Marketing
Amity University
12-2025
Bachelor of Social Work -
DMI-St John The Baptist University
Mangochi11-2015
Malawi School Certificate of Education -
Chisapi Pvt Secondary School
01.2009
Skills
- Shift and team management
- Data analysis
- Team Leader
- Training and Development
- Customer Relationship Management
- Communication skills
- Always eager to learn from others
- Problem-solving skills
References
- Mr Luke Dzimbiri, The Human Resources Manager, Bakhresa Malawi Limited, P.O.BOX 5847, Limbe, 0996520698, luke.d@bakhresa.com
- Mr Omar Shema, The L1 Manager, Mchezo Limited, Kigali, Rwanda, 250788728500, omar.shema@mchezo.rw
- Mr Chancy Jalasi, Office Manager, Kuwina Limited (betPawa), Avalon Office Park Building, P.O Box 140, Blantyre, Malawi, 265888576849, chancy.jalasi@external.betpawa.com
Personal Information
- Date of Birth: 12/15/92
- Gender: Female
- Nationality: Malawian
Affiliations Training Leadership Roles
- Anti-Money Laundering Concepts: AML, KYC and Compliance, (Udemy)
- Certificate in Customer Relationship Management, Amity University Online, 06/01/23
- Certificate in Virtual Assistance, AXL Africa, Pending
Timeline
CUSTOMER SUPPORT LEAD SUPERVISOR
Mchezo Limited
01.2025 - Current
L1 CUSTOMER SUPPORT SUPERVISOR
betPawa
07.2023 - 12.2024
L1 CUSTOMER SUPPORT SPECIALIST
betPawa
01.2023 - 06.2023
L1 CUSTOMER SUPPORT AGENT
betPawa
04.2022 - 12.2022
CALL CENTRE AND CUSTOMER SERVICE OFFICER
Bakhresa Group of Companies
07.2017 - 03.2022
Master of Business Administration - Sales and Marketing
Amity University
Bachelor of Social Work -
DMI-St John The Baptist University
Malawi School Certificate of Education -
Chisapi Pvt Secondary School
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