Open to opportunities

KIMWANGA Carmel

@kimwangacarmel

Message

I lead customer support operations, improving CSAT, SLA performance, and team productivity.

Congo, The Democratic Republic of the

Message

What I'm looking for

I'm looking for an operations or customer success role where I can lead support teams, use data and dashboards to improve customer experience, manage escalations, and drive measurable performance across high-volume, multi-market environments.

At betPawa, I progressed from Customer Support Agent to Lead Supervisor and Acting Manager in approximately 2.5 years, leading a 16-person support team across multiple African markets. I improved CSAT to 92%, achieved 95% SLA compliance, raised First Contact Resolution from 18% to 45%, and increased team productivity by 20% through coaching and performance management.

I build Redash and Grafana dashboards, analyze customer and transaction trends, and turn operational data into executive reporting and service improvements. I also manage VIP escalations, customer retention, workforce performance, quality standards, and multilingual customer engagement.

Experience

Work history, roles, and key accomplishments

Current

Lead Supervisor and Acting Manager

Current

Betpawa

Oct 2024 - Present (1 year 10 months)

Lead customer support operations, managing a team of 16 agents and achieving 92% CSAT, 95% SLA compliance, and significant improvements in FCR and FRT. Build executive dashboards in Redash and Grafana to support strategic decision-making across multiple African markets.

Operations Management Customer Support Team Leadership SLA CSAT FCR Redash Grafana Performance Management Coaching Stakeholder Management Escalation Management Business Intelligence Operational Reporting Continuous Improvement Data Analysis

Customer Support Supervisor

Betpawa

Jan 2024 - Sep 2024 (8 months)

Managed day-to-day customer support operations, ensuring adherence to service standards and KPIs. Led escalation management and resolution of high-priority issues, improving customer satisfaction and operational efficiency.

Customer Support Operations Management Escalation Management Root Cause Analysis Operational Reporting Performance Insights CSAT FCR VIP Management Multilingual Communication

Customer Support Specialist

Betpawa

May 2023 - Dec 2023 (7 months)

Managed complex customer inquiries, account issues, and payment cases across multiple channels, ensuring timely resolution. Conducted customer behavior analysis and contributed to service improvement initiatives.

Customer Support CRM Systems Data Analysis Customer Behavioral Analysis Service Improvement Decision making Customer Experience

Customer Support Agent

Betpawa

May 2022 - May 2023 (1 year)

Resolved customer inquiries efficiently using CRM systems, handling over 3200 multi-market support tickets with a 95% success rate. Conducted over 1000 KYC verifications, reducing account fraud by 20%.

Customer Support CRM Systems KYC Case Management Problem Solving