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Christina Chipeta

@christinachipeta

Customer experience and operations leader who drives SLA performance, coaching, and escalation resolution in telecoms environments.

South Africa

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What I'm looking for

I’m looking for a customer operations or customer success leadership role where I can own SLA and KPI outcomes, coach teams hands-on, and strengthen service delivery through real-time visibility, escalation discipline, and continuous process improvement.

I’m a customer experience and operations leader with over 15 years of experience in contact centre and telecoms environments. I’ve built a track record of leading and developing teams, managing performance against KPIs, and driving consistent service delivery in fast-paced, target-driven settings.

Most recently, I led EMEA shift operations at Avoxi, overseeing a team of seven across Tier 1 and senior levels. I maintained SLAs for priority cases, monitored inbound channels in real time (phone, chat, email, ticketing), and stepped in early on escalations before cases breached SLA—while ensuring nothing sat idle between handovers.

I’m hands-on in my approach: I act as the internal escalation point for complex technical issues that Tier 1 can’t resolve, track cases through to resolution, and close each shift with an end-of-day report covering volume, incidents, unresolved items, and patterns worth flagging to management. I also built and maintained real-time dashboards for team performance and queue health, run ongoing coaching sessions, and ensure processes are properly documented and easy to follow.

Experience

Work history, roles, and key accomplishments

EMEA Shift Leader

Avoxi

Jun 2023 - Jun 2026 (3 years)

Led EMEA shift operations, managing 4 Tier 1 and overseeing 3 senior engineers while supporting APAC and Americas coverage from the central time zone. Maintained Priority 1–2 response times well under the 0.5% threshold, ensured SLA compliance for premium customers, and built real-time dashboards plus end-of-day performance reports.

EMEA Shift Operations SLA Management Escalation Management performance reporting Team Coaching Dashboarding

EMEA Tier 1 Supervisor

Avoxi

Jul 2022 - Jun 2023 (11 months)

Led the Tier 1 Customer Success function, setting daily standards for how the team handled customer interactions and technical queries. Onboarded new hires to independence, kept CSAT consistently above 85%, and served as the final escalation point for difficult customer situations while reporting performance in monthly reviews.

& Customer Success Onboarding CSAT Knowledge Base Management Escalation Handling KPI Reporting Team Leadership

Tier 1 Support Engineer

Avoxi

Aug 2018 - Jul 2022 (3 years 11 months)

Provided first-line support for cloud communications and contact centre solutions across phone, chat, and email. Diagnosed and resolved VoIP and SIP issues, call quality problems, and routing failures, managed cases in ticketing systems, and escalated complex incidents as needed.

SIP Incident Management Customer Communications

Service Desk Administrator

Converged Telecoms

Oct 2017 - Jul 2018 (9 months)

Served as the first point of contact for technical support queries and escalated complex issues to higher-tier teams. Coordinated field technician schedules and handled supplier orders and billing queries.

Service Desk Support Technical Escalation Supplier Coordination Billing Support Customer Support Operations

Connectivity Specialist

Iconnect Telecoms

Nov 2016 - Sep 2017 (10 months)

Managed end-to-end ordering and cancellation for connectivity services, working directly with providers including Telkom, Seacom, and MetroFibre. Conducted line-of-sight assessments for new installations and tracked project timelines to keep deployments on schedule.

Service Ordering Cancellations Line Of Sight Assessment Project Timelines Telecom Operations

Monitoring & Fault Engineer

Iconnect Telecoms

Mar 2012 - Nov 2016 (4 years 8 months)

Proactively monitored network infrastructure, servers, and connected devices to identify issues before they caused downtime. Managed fault resolution with third-party vendors and coordinated on-site technicians for repairs.

Network Monitoring Incident Response Vendor coordination Technical Troubleshooting

Call Consultant

Dial Worx

Apr 2010 - Dec 2010 (8 months)

Handled inbound calls and guided applicants through visa application processes for the British High Commission and French Consulate. Provided customer support through a structured application enquiry process.

Inbound Calls Customer Service Visa Application Guidance Data Collection