Melissa Elizabeth Habanji
@melissaelizabethhaba
Customer Support Specialist focused on SaaS customer experience, high-volume operations, and workflow improvement.
ZambiaWhat I'm looking for
I’m a Customer Support Specialist working at the intersection of frontline support and operations, where consistency under pressure matters. At Yango, I handle 150–200+ daily inbound and outbound interactions across two high-volume departments while maintaining a 96.6% QA/SLA score.
My work is end-to-end: courier onboarding (application review, eligibility verification, guided support), courier scheduling and slot allocation, and sensitive debt collection/payment follow-ups. I resolve complex and undocumented issues using internal knowledge bases and cross-team collaboration, while navigating multiple systems like VOIP, Oktell, Salesforce, and custom CRMs.
I also drive improvements—identifying recurring onboarding and hiring pipeline issues, supporting new team members with communication and process logic, and refining workflows to reduce inconsistencies. I’m currently exploring full-time remote opportunities in Customer Support, Customer Success, or Operations, especially within SaaS, fintech, and mobility tech where both customer experience and operational process truly matter.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Yango
Dec 2024 - Present (1 year 7 months)
Handled 150–200+ daily inbound and outbound interactions across two high-volume departments while maintaining a 96.6% QA/SLA score. Managed courier onboarding, scheduling, account issues, escalations, and basic technical support, and mentored new agents.
Handled 150–200+ daily inbound and outbound interactions across two high-volume departments while maintaining a 96.6% QA/SLA score
Managed end-to-end courier onboarding, including application review, eligibility verification, and guided support
Coordinated courier scheduling and slot allocation to support operational efficiency
Conducted debt collection and payment follow-ups, handling sensitive
Supported LinkedIn growth efforts by executing daily outreach and connection campaigns
Sent personalized messages to targeted prospects to increase visibility and engagement
Assisted in building and nurturing a relevant audience within the tech/B2B space
Maintained consistent outreach activity to support top-of-funnel lead generation
Adapted messaging based on audience type and campaign goals
Customer Experience & Sales Support
Clear Glass Builders Ltd
Jun 2023 - Jul 2024 (1 year 1 month)
Prepared and processed 10+ client quotations per day and handled front desk duties as the first point of contact. Provided client follow-ups and support for inquiries and improved administrative and response processes.
Customer Experience & Sales Support Specialist
Jun 2023 - Jul 2024 (1 year 1 month)
- Quotation Preparation: Accurately prepared and processed an average of 10+ client quotations per day, ensuring all details met client specifications. Achieved a 95% approval rate on submitted quotes by maintaining accuracy and timely delivery.
- Receptionist Duties: Managed the front desk, answering 40+ calls daily, greeting visitors, and directing inquiries with a 100% client satisfaction rate
- Customer Service Excellence: Responded to an average of 50+ client inquiries daily, resolving issues within 24 hours with a 98% satisfaction rate. Addressed concerns effectively, ensuring client retention and long-term business relationships.
- Front Desk Operations: Managed front desk duties, including greeting visitors, directing inquiries, and managing incoming calls, resulting in a 100% pos
Education
Degrees, certifications, and relevant coursework
Tech Savvy
Master's Degree, Business Administration and Management
In Progress
Tech Savvy International University
Diploma , Business Administration and Management
2024 - 2025
Availability
Location
ZambiaAuthorized to work in
Social media
Job categories
Skills
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