Open to opportunities

Akekelwa catherine chitonka

@akekelwacatherinechi

I am an experienced remote customer support specialist focused on empathetic mental-health communication and efficient helpline operations.

Zambia

Message

What I'm looking for

I seek remote roles where I can apply helpline and crisis-communication expertise, lead or support virtual teams, and deliver empathetic customer service using CRM tools in a flexible, supportive environment.

I have over 5 years of experience delivering client-focused solutions across virtual platforms, managing inbound and outbound communications, and resolving customer queries with empathy. I have led crisis communication and helpline operations, trained and supervised virtual support teams, and built trust through compassionate listening and timely assistance.

I am tech-savvy and familiar with Google Workspace, Excel, CRM platforms and SmartCare, and hold a Diploma in Social Work plus certifications in Mental Health & Crisis Support Communication and Adolescent Suicide Prevention. I thrive in remote, fast-paced environments where I can coordinate teams, maintain accurate digital records, and provide confidential, professional support.

Experience

Work history, roles, and key accomplishments

Team Lead - Client Support

RefuCare Zambia

Jan 2023 - Jan 2024 (1 year)

Managed high-volume client interactions across phone and online platforms, trained and supervised a virtual support team, and led crisis intervention escalations while maintaining accurate records.

Team Leadership Google Workspace Excel CRM Remote Collaboration

Program Coordinator - Adolescent Helpline

Healthy Minds Zambia

Jan 2022 - Jan 2023 (1 year)

Provided frontline virtual support to students and families via phone, chat, and email, resolved concerns professionally, and maintained confidential digital records to ensure timely follow-up.

Confidentiality Multilingual Communication CRM Microsoft Teams Zoom Case Management

Child Protection Helpline Manager

Lifeline/Childline Zambia

Jan 2020 - Jan 2021 (1 year)

Managed national child protection helpline, responded to urgent calls and documented case outcomes, and trained 200+ community partners in communication and helpline protocols to strengthen community response.

Child Protection Crisis Intervention Training Development Case Documentation Emotional Support Community Outreach Confidentiality

Strategic Information Assistant

John Snow Inc.

Jan 2019 - Jan 2020 (1 year)

Logged and reviewed patient interactions in SmartCare, handled sensitive client information with discretion, and collaborated with remote teams to monitor service quality and compliance.