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Customer Onboarding Specialist
Highest degree :
Bachelors
Field of study :
Information Technology and Communication
Location :
Lilongwe, Malawi
Citizenships :
Malawian
Experience :
6 Year(s)
Countries :
Malawi
Gender :
Male
Sectors :
Information and Communication Technology professional with a BSc in ICT and over six years’ progressive experience in telecommunications, customer service, and compliance. Skilled in information management, customer data governance, records verification, and process digitization. Experienced supervising teams, ensuring compliance with regulatory requirements (RBM, MACRA & KYC), and conducting customer experience surveys. Adept in Microsoft Office, SQL, Power BI, and records management systems. Strong communicator with proven ability to promote transparency, accountability, and service efficiency.
Experience
Acting Outbound Call Center Supervisor
Lilongwe, Malawi
Telekom Networks Malawi Plc (TNM)
July 2025
-Present
Oversee TNM’s Outbound Call Center, leading a team of 15 agents by training, scheduling, motivating, and monitoring them for effective campaign execution; tracking KPIs, reviewing call quality, ensuring compliance, and providing actionable feedback; preparing reports, refining strategies, and collaborating with Marketing and Customer Experience teams; conducting real-time floor monitoring and pre-shift briefings to align priorities with campaign KPIs; assessing call quality, identifying trends, implementing corrective actions to enhance service delivery, and managing escalations in coordination with management to resolve operational issues.
Customer Onboarding Specialist
Blantyre, Malawi
Telekom Networks Malawi Plc (TNM)
July 2023
-Present
Facilitate registrations, guide customers on products, resolve onboarding issues, and supervise 5 KYC agents while tracking activations, assessing fraud risks, ensuring accurate registrations, collecting feedback, preparing reports, training teams, and collaborating with operations and sales to enhance acquisition and KYC efficiency.
KYC Officer (Team Supervisor)
Blantyre, Malawi
Telekom Networks Malawi Plc (TNM)
February 2020
-July 2023
Supervised 25 SIM registration officials to ensure accurate subscriber records, resolved KYC discrepancies with retail and back-office teams, prepared compliance reports, supported regulatory requests, and delivered training to ensure policy adherence and data accuracy.
Call Center Agent
Blantyre, Malawi
Telekom Networks Malawi Plc (TNM)
December 2018
-January 2020
Handled incoming calls and emails, provided accurate product information, resolved customer complaints, recorded interactions in the CRM, and performed other assigned duties.
Education
Information, Communication, and Technology
Blantyre, Malawi
Malawi School of Management (MSG)
October 2021
-May 2025
ABMA Level 6 Diploma in Professional Computer Engineering
Blantyre, Malawi
International College of Business and Management (ICBM)
January 2017
-August 2019
Awards & Certificates
Foundations: Data, Data, Everywhere
Blantyre, Malawi
2024
Ask Questions to Make Data-Driven Decisions
Blantyre, Malawi
2024
Prepare Data for Exploration.
Blantyre, Malawi
2024
Process Data from Dirty to Clean
Blantyre, Malawi
2024
Languages
Skills