HC
Hadley C h a m bu la
10101, Lusaka Zambia
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Career Objective
Resourceful and tech-savvy Customer Support Specialist with over 9 years of
progressive experience delivering world-class customer experiences across the
ICT, fintech, hospitality, and media industries. Demonstrated ability to
troubleshoot complex issues, manage high-pressure environments, and provide
tailored solutions aligned with company SLAs and KPIs. Expert in bridging
technical know-how with customer-first communication to drive satisfaction,
loyalty, and product adoption. Adept at managing customer escalations,
analyzing feedback for service improvements, and supporting cross-functional
teams. Passionate about continuous growth and providing strategic support
that drives long-term customer retention.
Experience
Customer Service Representative, 07/2024 - 05/2025
Yellow Card Financial Zambia Limited
• Serve as first-line support for customer issues related to accounts,
onboarding, KYC compliance, app functionality, and transaction
discrepancies.
• Resolve over 50 customer issues daily while ensuring strict adherence to SLA
timelines, quality assurance, and escalation procedures.
• Collaborate with cross-functional teams (compliance, tech, finance) to
provide timely resolutions and customer education.
• Monitor customer behavior trends to flag system issues, support continuous
service improvement, and reduce recurring tickets.
• Maintain detailed case documentation in CRM systems, ensuring data
integrity and feedback tracking for reporting.
Skills
• Customer Support
• Technical Troubleshooting
• SLA Management
• Conflict Resolution
• Product Knowledge
• Communication Efficiency
• CRM Systems
• Hardware Maintenance
• Network Configuration
• Service Recovery
• Process Improvement
• Team Collaboration
Hobbies
• Cooking
• Reading (healthy Eating,
motivational and IT magazines)
• Taking Nature Walks
• Technology
Languages
Customer Service Representative, 02/2022 - 07/2024
Multichoice Zambia Limited
English: First Language
• Handled high-volume inbound queries related to DSTV and GOTV
subscriptions, billing, decoder issues, and account changes.
Proficient (C2)
• Achieved and consistently exceeded KPIs in first contact resolution, upselling
of related products, and call handling time.
• Participated in new product training and implemented proactive service
techniques to drive customer satisfaction and loyalty.
• Recognized as a top performer in handling difficult cases and diffusing
customer frustration with empathy and expertise.
Dedicated Customer Support, 05/2021 - 12/2021
Taj Pamodzi Hotel
• Monitored and maintained the functionality of all guest internet access
points, ensuring smooth browsing experiences for VIP and corporate guests.
Bemba:
Nyanja:
Proficient (C2)
C2
C2
• Diagnosed network issues, supported in-house IT infrastructure, and
coordinated escalations with infrastructure teams for timely resolution.
• Delivered technical briefings and internet access guidance to hotel staff,
enabling consistent guest support even during non-peak hours.
Call Center Agent/Field Technician, 02/2015 - 01/2021
Africonnect Zambia Limited
• Delivered comprehensive client support by diagnosing internet issues using
remote network tools such as ping, tracert, and telnet.
• Performed field visits for complex technical faults, configuring routers, access
points, and laying structured cabling to restore connectivity.
• Maintained accurate service logs, tracked issue resolution trends, and
proposed proactive service solutions that reduced customer downtime.
• Trained new agents in call center procedures, system navigation, and
customer communication protocols to ensure service consistency.
Education
2013
Cisco Certified Network Associate
Barbara Munyati CISCO Academy (UNZA)
2011
Certificate In Computer Hacking Forensic Investigation
Information And Communication University
2010
Certificate In Computer System Engineering
Evelyn Hone College
2008
School Certificate
Canisius Secondary School
B.Ed With ICT (Ongoing)
University Of Zambia
Certificates
• Cisco Certified Entry-Level Network Technician (CCENT)
• Certificate in Computer Hacking Forensic Investigation
• Certificate in Computer System Engineering
References
• Mr. Rodgus Bwalya – HR Manager, Inq Digital Zambia | - |-• Mrs. Readness Mukanzu Shumba – Customer Service Consultant, SES | - |-• Mr. Ernest Bwalya – Call Center Supervisor, Multichoice Zambia | - |-• Mrs. Nchima Mbulo Mbewe – Deputy Customer Support Team Lead, Yellow
Card | - |-
Yellow Card Services Zambia Limited
4 Bishops Road, Kabulonga,
Lusaka, Zambia
10 June 2025
To Whom It May Concern,
Letter of Recommendation - Hadley Chambula
This letter serves to confirm that Hadley Chambula was employed at Yellow Card Zambia Limited from
15th July 2024 to 30th May 2025 in the role of Customer Support Representative.
During his time with us, Hadley carried out his responsibilities in a professional manner and contributed
to the team in areas such as providing exceptional customer support, resolving customer inquiries, and
collaborating with cross-functional teams to escalate and resolve complex issues.
He gained experience in Customer Relationship Management, conflict resolution, and Fintech Support.
Hadley also utilized tools such as Help Scout for ticket management, ClickUp for task tracking and
escalations, and Slack for internal communication. He worked as part of a collaborative team in a
fast-paced, dynamic environment.
We wish Hadley the best in his future endeavours.
For any further information, please do not hesitate to contact us at-
Sincerely,
_____________________
Flora Ekwere
Head of Customer Experience
https://yellowcard.io/
Hadley Chambula - Recommendation Letter .docx.pdf
Document ID: 63ab581b0ee59b0d29b-a2fd1451ca962b
Requested:
Jun 11, 2025, 5:41 AM EDT (Jun 11, 2025, 9:41 AM UTC)
Grace Kagwe-
IP:-
Signed:
Jun 11, 2025, 7:22 AM EDT (Jun 11, 2025, 11:22 AM UTC)
Flora Ekwere-
IP: 2604:3d09:4986:7300:74dc:2e06:b02e:4271
