Open to opportunities

Hadley Chambula

@hadleychambula

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Resourceful customer support specialist with over 9 years of experience.

Zambia

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What I'm looking for

I am looking for a role that fosters collaboration and continuous learning, where I can leverage my skills to enhance customer satisfaction and drive service improvements.

I am a resourceful and tech-savvy Customer Support Specialist with over nine years of progressive experience in delivering world-class customer experiences across various industries, including ICT, fintech, hospitality, and media. My expertise lies in troubleshooting complex issues, managing high-pressure environments, and providing tailored solutions aligned with company SLAs and KPIs. I excel at bridging technical know-how with customer-first communication, driving satisfaction, loyalty, and product adoption.

Throughout my career, I have demonstrated my ability to manage customer escalations, analyze feedback for service improvements, and support cross-functional teams. I am passionate about continuous growth and providing strategic support that drives long-term customer retention. My experience includes serving as a first-line support for customer issues, collaborating with compliance and tech teams, and monitoring customer behavior trends to flag system issues for continuous service improvement.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

YellowCard Financial Zambia Limited

Jul 2024 - May 2025 (10 months)

Served as first-line support for customer issues related to accounts, onboarding, KYC compliance, app functionality, and transaction discrepancies. Resolved over 50 customer issues daily while ensuring strict adherence to SLA timelines, quality assurance, and escalation procedures.

Customer Support Technical Troubleshooting SLA Management CRM Systems Conflict Resolution Help Scout ClickUp Slack

Customer Service Representative

Multichoice Zambia Limited

Feb 2022 - Jul 2024 (2 years 5 months)

Handled high-volume inbound queries related to DSTV and GOTV subscriptions, billing, decoder issues, and account changes. Achieved and consistently exceeded KPIs in first contact resolution, upselling of related products, and call handling time.

Customer Service KPIs Product Training Service Recovery Conflict Resolution Team Collaboration

Dedicated Customer Support

Taj Pamodzi Hotel

May 2021 - Dec 2021 (7 months)

Monitored and maintained the functionality of all guest internet access points, ensuring smooth browsing experiences for VIP and corporate guests. Diagnosed network issues, supported in-house IT infrastructure, and coordinated escalations within infrastructure teams for timely resolution.

Technical Troubleshooting Infrastructure Customer Support Process Improvement

Call Center Agent/Field Technician

Africonnect Zambia Limited

Feb 2015 - Jan 2021 (5 years 11 months)

Delivered comprehensive client support by diagnosing internet issues using remote network tools such as ping, tracert, and telnet. Performed field visits for complex technical faults, configuring routers, access points, and laying structured cabling to restore connectivity.

Technical Support Remote Tools Process Improvement Team Collaboration

Education

Degrees, certifications, and relevant coursework

University Of Zambia

Bachelor of Education with ICT, Education with ICT

Currently pursuing a Bachelor of Education with a specialization in Information and Communication Technology. Focusing on integrating ICT into educational practices and developing teaching methodologies.

Barbara Munyati CISCO Academy(UNZA)

Cisco Certified Network Associate, Network Technology

2013 - 2013

Completed a certification program focusing on network fundamentals, routing, switching, and network security. Gained practical skills in configuring and troubleshooting network devices.

Information And Communication University

Certificate In Computer Hacking Forensic Investigation, Computer Hacking Forensic Investigation

2011 - 2011

Acquired knowledge and skills in digital forensics, including evidence collection, analysis, and reporting for cybercrime investigations. Focused on identifying and mitigating security breaches.

Evelyn Hone College

Certificate In Computer System Engineering, Computer System Engineering

2010 - 2010

Studied the principles of computer hardware and software, including system design, maintenance, and troubleshooting. Developed skills in assembling and configuring computer systems.