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Mathews Kathumba

@mathewskathumba

Customer Support Representative at MultiChoice Malawi who resolved 100+ daily inquiries and maintained 95%+ customer satisfaction.

Malawi

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What I'm looking for

I'm seeking Customer Support, Technical Support, IT Support, or Help Desk opportunities.

At MultiChoice Malawi, I resolved 100+ customer inquiries daily through phone, email, and WhatsApp, maintaining a 95%+ customer satisfaction rate.

I also processed cash payments and kept daily records with 99% accuracy, helping reduce reconciliation errors by 30%.

For software and digital communication problems, I diagnosed and resolved 30+ technical issues weekly. I also trained team members on software tools and customer support processes.

Earlier, as an IT Technician at Malawi Electoral Commission, I supported system operations and assisted field staff with hardware setup and troubleshooting. I hold City & Guilds System Support Level 2 and Level 3 qualifications.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

MultiChoice Malawi

Sep 2021 - Dec 2025 (4 years 3 months)

Resolved 100+ customer inquiries daily via phone, email, and WhatsApp, maintaining a 95%+ satisfaction rate. Processed cash payments with 99% accuracy, reducing reconciliation errors by 30%, and trained 8+ team members.

Customer Support Technical Support CRM Ticketing Systems Data Entry Documentation Email Management WhatsApp Business Excel Google Workspace Team Coordination

IT Technician

Malawi Electoral Commission

May 2017 - Oct 2017 (5 months)

Supported system operations during the national electoral period, maintaining 99% system uptime and zero data loss. Assisted field staff with hardware setup, troubleshooting, and documentation.

IT Support Hardware Setup Troubleshooting Documentation