Grace Gondwe
@gracegondwe
Customer Support Quality Analyst at Kuwina Limited, monitoring service standards and SLAs while coaching agents.
MalawiWhat I'm looking for
At Kuwina Limited, I monitor customer interactions across calls, chats, and emails to check service standards and SLAs. I analyze customer feedback and data to identify process gaps and recommend improvements.
As Customer Support Excellence Coach, I led customer experience initiatives and coached agents to improve first-call resolution and service consistency. I also implemented feedback loops to identify training needs and reduce complaints.
Earlier at Kuwina Limited, I handled escalated client complaints and supported frontline customers while maintaining CRM records. I also developed marketing campaigns at Millennium University and resolved client inquiries at Credit Data.
Experience
Work history, roles, and key accomplishments
Customer Support Quality Analyst
Kuwina Limited
Jan 2025 - Present (1 year 9 months)
Monitor customer interactions across calls, chats, and emails to ensure adherence to service standards and SLAs. Analyze customer feedback and data to identify process gaps and recommend improvements.
Customer Support Excellence Coach
Kuwina Limited
Jun 2023 - Dec 2024 (1 year 6 months)
Led customer experience initiatives including client engagement and quality scoring. Coached a team of agents to improve first-call resolution and service consistency.
Customer Support Specialist
Kuwina Limited
Mar 2022 - Jun 2023 (1 year 3 months)
Handled escalated client complaints professionally and resolved issues within SLA timelines. Gathered and analyzed customer service data to provide insights for management.
Customer Support Agent
Kuwina Limited
Mar 2022 - Jun 2023 (1 year 3 months)
Provided frontline support via phone, email, and chat. Maintained accurate CRM records and delivered empathetic customer service.
Marketing Officer
Millennium University
Jun 2021 - Mar 2022 (9 months)
Developed and executed marketing campaigns to increase student enrollment. Managed stakeholder communications and public relations activities.
Customer Care Officer
Credit Data
Jan 2021 - May 2021 (4 months)
Resolved client inquiries and complaints, improving customer satisfaction.
Sales Executive
Credit Data
Jun 2020 - Jan 2021 (7 months)
Identified sales opportunities and built client relationships to meet targets.
Education
Degrees, certifications, and relevant coursework
Malawi College of Accountancy
Bachelor of Marketing and Public Relations, Marketing and Public Relations
2016 - 2020
Bachelor of Marketing and Public Relations degree from Malawi College of Accountancy from 2016 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
MalawiAuthorized to work in
Salary expectations
Job categories
Interested in hiring Grace ?
You can contact Grace and 90k+ other talented remote workers on Himalayas.
Message GraceGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
