Open to opportunities

Maggie Kanengo

@maggiekanengo

Customer service professional delivering world-class support, technical issue resolution, and retention-focused client guidance.

Zambia

Message

What I'm looking for

I’m looking for a customer-focused role where I can deliver world-class support, resolve technical and product issues, and improve retention through empathy, clear communication, and efficient CRM workflows.

I’m a customer service professional who proactively resolves issues by collaborating with cross-functional teams to enhance client experience. Across my roles, I’ve provided tailored product guidance and world-class support through email, live chat, and phone calls, addressing concerns about products and services while improving customer satisfaction and retention.

Most recently at Betway Africa, I supported customers end-to-end—evaluating problems and complaints via chats and emails, testing networks for accessibility using CRM, Connex, and dashboards, and resolving both customer concerns and technical issues. I also stepped into Service Recovery to actively listen, empathize, transform negative experiences into positive ones, and restore trust through customized solutions and goodwill bonuses.

Earlier experience includes customer service and contact centre work at MTN Zambia, where I processed orders and returns, updated client data, handled inquiries, and made outbound calls for products and services. Before that, I worked as a Data Entry Clerk (KYC), focusing on accurate data input, verification, error-spotting, and attention to detail—strengthening my risk awareness, responsible gaming knowledge, and professionalism under pressure.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Betway Africa

Oct 2023 - Feb 2026 (2 years 4 months)

Proactively resolved customer issues and provided tailored product guidance via email, live chat, and phone, improving satisfaction and retention. Troubleshot technical concerns using CRM and dashboards and evaluated complaints to deliver effective solutions.

Customer Service Live Chat Support Email Support Phone Support Product Knowledge CRM Technical Troubleshooting Complaint Handling Responsible Gaming Risk Management

Service Recovery

Betway Africa

Jan 2025 - Jul 2025 (6 months)

Handled service recovery by listening actively, empathizing, and turning negative experiences into positive outcomes to restore trust and loyalty. Issued goodwill bonuses and offered customized solutions while promoting relevant promotions.

Service Recovery Active Listening Customer Empathy Customer Retention Goodwill Bonuses Apology Handling Custom Solutions Promotion Trust Product Knowledge

Customer Service Representative

MTN Zambia

Aug 2021 - Sep 2023 (2 years 1 month)

Processed customer orders and returns and provided support by addressing inquiries and updating client information. Delivered customer service through clear communication to help customers access products and services.

Customer Service Order Processing Returns Processing Customer Support inquiry handling Communication Problem Solving Time Management

Contact Centre Agent

MTN Zambia

Jul 2020 - Jul 2021 (1 year)

Made outbound calls to customers regarding products and services, verifying and updating data as needed. Assisted customers with self-service data updates by entering and maintaining accurate information.

Outbound Calling Customer Support Data Entry Data Verification Communication Problem Solving Time Management

Data Entry Clerk - KYC

MTN Zambia

Jan 2018 - Jun 2020 (2 years 5 months)

Input, updated, and maintained accurate KYC information in computer systems and verified data for accuracy. Managed large volumes of records with strong attention to detail by identifying and correcting errors.

KYC Updating Information Data Verification Data Quality Attention To Detail Risk Management Systems