Open to opportunities

Gwendoline Nguni

@gwendolinenguni

Customer support professional focused on fast issue resolution and customer satisfaction through CRM, SLA discipline, and clear communication.

Zambia

Message

What I'm looking for

I’m actively seeking a dynamic role within Customer Experience or other areas where I can tackle new challenges, deliver strong results, and foster professional growth through continuous learning.

I’m a customer support professional who excels at identifying opportunities and resolving challenges with innovative solutions. In my Yango Deli role, I resolve customer issues like lost/damaged packages, delivery delays, and address errors in a timely, professional manner—adhering to Service Level Agreement (SLA) deadlines for quick and effective complaint resolution.

Previously, I supported escalations and handled takeover calls as a Supervisor in a call center, keeping management informed and preparing monthly/annual results and performance reports. Earlier experience as a Customer Care Executive included working as a Data Help Desk/Device specialist (mobile money consultant and advanced help desk resolver) and providing insurance solutions to MTN subscribers under AYO Insurance—strengthening my customer focus, troubleshooting approach, and communication under pressure.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Yango Deli Zambia

Jan 2022 - Present (4 years 5 months)

Resolved customer issues including lost/damaged packages, delivery delays, and address errors in a timely and professional manner. Supported couriers and restaurants via chat and phone while adhering to SLA deadlines for complaints.

Customer Support SLA Management Complaint Resolution Chat Support Phone Support Address Verification Delivery Issue Triage COURIER

Call Center Supervisor

Betani Zambia

Jan 2021 - Jan 2022 (1 year)

Anticipated escalations and took over calls when needed to maintain service continuity. Prepared monthly and annual performance reports and kept management informed on customer service issues and problem areas.

Escalation Management Takeover Calls Customer Service performance reporting Quality Assurance Team Oversight

Customer Care Executive

iSON Xperiences Zambia Ltd

Jan 2015 - Jan 2021 (6 years)

Provided customer support as a data help desk/device specialist, mobile money consultant, and advanced help desk resolver for MTN call center inquiries. Delivered insurance solutions to MTN subscribers under AYO Insurance.

Customer Care Help Desk Device Support Mobile Money Support Advanced Help Desk Resolution MTN Subscriber Support