Open to opportunities

Charles Asima

@charlesasima

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Customer experience and operations professional skilled in dispute resolution and operational performance.

Malawi

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What I'm looking for

I seek a role where I can lead customer-centric operations or field programs, apply data analysis to improve performance, and collaborate cross-functionally for impact.

I am a customer experience and operations professional with proven success at Airtel Malawi, specializing in Airtel Money operations and dispute resolution. I combine a strong service orientation with operational rigor to deliver superior customer outcomes.

I have led field teams and facilitated community resilience programs for organizations such as WFP, Self Help Africa and Legacy Disaster Risk Management Consultancy, managing data collection, stakeholder coordination and reporting.

I have been recognized for consistent high performance — winning Employee of the Month four consecutive times — and I work cross-functionally with Finance, IT and compliance teams to implement customer-centric solutions and process improvements.

I am enhancing my data analysis capabilities with Python and am proficient with SPSS and R Studio, which I apply to drive insight-led decisions and improve operational performance.

Experience

Work history, roles, and key accomplishments

Field Team Leader

Legacy Disaster Risk Management Consultancy

May 2024 - Jul 2024 (2 months)

Led and supervised field teams for data collection and community assessments, ensured data quality and timely reporting, and compiled a comprehensive project report with actionable recommendations.

Field Data Collection Team Leadership Report Writing Data Quality Assurance Logistics Management Community Engagement

Enumerator (Team Leader)

Self Help Africa

Jun 2024 - Jun 2024 (0 months)

Led enumeration activities to assess water consumption and collected accurate borehole usage data, ensuring precise survey administration and data entry.

Survey Enumeration Data Entry Team Coordination Quality Control Field Testing

Facilitator

World Food Programme

Apr 2023 - Jun 2023 (2 months)

Facilitated development and validation of Community Action Plans, prepared analytical reports, and fostered partnerships to integrate resilience, nutrition-sensitive, and emergency response programs.

Facilitation Report Writing Stakeholder Engagement

Development Facilitator

Self Help Africa

Nov 2021 - Mar 2022 (4 months)

Supported climate-smart agriculture activities, conducted baseline surveys and post-harvest data collection, and represented the organization in district coordination and GBV meetings.

Monitoring & Evaluation Baseline Surveys Farmer Field Schools Report Writing Farmer Field School

Service Recovery Officer

Tech Mahindra

Nov 2013 - Dec 2014 (1 year 1 month)

Resolved Airtel Money disputes and fraud cases, maintained customer records, improved turnaround times through process feedback, and executed service activations and deactivations.

Dispute Resolution Customer Service Process Improvement Airtel Money Operations CRM

Call Center Agent

Tech Mahindra

May 2012 - Nov 2013 (1 year 6 months)

Handled customer inquiries and technical support with empathetic communication, met handling time targets, and escalated complex issues to appropriate teams.

Customer Support Technical Troubleshooting Escalation Management Communication

Education

Degrees, certifications, and relevant coursework

Malawi University of Science and Technology

Bachelor of Science, Disaster Risk Management

Activities and societies: Authored undergraduate research and contributed to climate change publications; participated in disaster risk management society activities.

Completed a Bachelor of Science in Disaster Risk Management with a final research report on risk assessment along Mudi River.