Hamza Suwed Laini
@hamzasuwedlainialaini
Contact center leader using data analytics to improve CSAT, NPS, and retention.
MalawiWhat I'm looking for
I’m a Customer Experience, Contact Center, and Data professional with over seven years of progressive experience in telecommunications, customer service, and compliance. I help teams deliver measurable service improvements by turning customer feedback and analytics into action.
In my current role as Team Supervisor - Outbound Call Centre at Telekom Networks Malawi Plc (TNM), I lead and coach a team of 15 agents, monitoring KPIs and producing timely reports to guide decision-making. By collaborating with CX and Marketing teams, I’ve helped achieve 93% CSAT and 76% NPS, while maintaining high employee engagement through consistent coaching and mentoring.
I also strengthen the customer lifecycle from onboarding to retention through KYC operations and data integrity. As a Customer Onboarding Specialist, I drive HLR data integrity by reconciling subscriber records and led a nationwide KYC Verified Campaign that reduced data discrepancies by 45%, improving subscriber verification success rates and supporting churn management accuracy. Previously, as a KYC Officer (Team Supervisor), I supervised SIM registration officials to ensure 100% KYC verification and prepared regulatory reports aligned to legal and regulatory standards.
Experience
Work history, roles, and key accomplishments
Outbound Call Centre Supervisor
Telekom Networks Malawi Plc
Jul 2025 - Present (10 months)
Led and coached a 15-agent outbound call centre team by monitoring KPIs and producing performance reports. Partnered with CX and Marketing to optimize campaigns, achieving 93% CSAT and 76% NPS.
Customer Onboarding Specialist
Telekom Networks Malawi Plc
Aug 2023 - Present (2 years 9 months)
Led customer onboarding and KYC operations, ensuring provisioning accuracy and maintaining 95% registration quality. Reduced data discrepancies by 45% through a nationwide KYC Verified Campaign, improving subscriber verification success rates and churn-management accuracy.
KYC Officer (Team Supervisor)
Telekom Networks Malawi Plc
Feb 2020 - Jul 2023 (3 years 5 months)
Supervised a team of 25 SIM registration officials, ensuring 100% KYC-verified and accurate subscriber data entry to support legal and regulatory standards. Coordinated with back-office and compliance teams to resolve registration discrepancies and prepared regulatory reports for sensitive subscriber information.
Call Center Agent
Telekom Networks Malawi Plc
Dec 2018 - Feb 2020 (1 year 2 months)
Handled incoming customer calls, emails, and inquiries with professionalism and accuracy, following CRM procedures for documentation and follow-up. Maintained strong customer satisfaction through empathetic support and first-contact resolution.
Education
Degrees, certifications, and relevant coursework
Malawi School of Government
Bachelor of Science, Information Communication and Technology
Studied Information Communication and Technology at the Malawi School of Government (2025).
International College of Business and Management
Advanced Diploma in Professional Computer Engineering, Professional Computer Engineering
Completed an Advanced Diploma in Professional Computer Engineering at International College of Business and Management (2018).
As-salam Boys Pvt Secondary School
MSCE, Secondary Education
Earned MSCE at As-salam Boys Pvt Secondary School (2016).
Tech stack
Software and tools used professionally
Availability
Location
MalawiAuthorized to work in
Website
hamzalaini.proSocial media
Job categories
Skills
Interested in hiring Hamza?
You can contact Hamza and 90k+ other talented remote workers on Himalayas.
Message HamzaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
