Home
/
Experts
/
Hamza Laini

Hamza Laini

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 :

Customer Service

Data Analytics

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

Google

2024

Ask Questions to Make Data-Driven Decisions

Blantyre, Malawi

Google

2024

Prepare Data for Exploration.

Blantyre, Malawi

Google

2024

Process Data from Dirty to Clean

Blantyre, Malawi

Google

2024

Languages
English
Speak
Excellent
Read
Excellent
Write
Excellent
Skills

Customer service

Customer Support

Microsoft 365 Administration (Exchange, SharePoint, Teams, OneDrive)

Excel for data analys

BigData Querry

Tablue

Power Automate

Power Query