Masela Socha
Garland,USA
Summary
With 9 years of experience as a dedicated Customer Service Executive professional, I have developed strong rapport-building skills. As a team player, I bring a positive demeanor to every interaction. My commitment lies in maintaining professional relationships that enhance profitability and drive overall business results.
Overview
9
9
years of professional experience
Work History
Data Protection Officer
Betway Zambia Ltd
01.2022 - 01.2024
- Assisted the organization's data protection strategy, ensuring compliance with Zambian Authorities
- GDPR, and other global data privacy regulations
- Managed data breach investigations, ensuring timely reporting to supervisory authorities and implementing corrective actions
- Delivered training and awareness programs to employees on data protection policies, rights, and best practices
- Conducted regular audits of data processing activities, ensuring ongoing compliance with data protection regulations
Customer Experience Supervisor
Betway Zambia Ltd
01.2021 - 01.2022
- Monitored daily operations, ensuring adherence to company standards and efficient handling of escalations
- Led a team of ten customer service representatives, providing guidance, coaching, and performance evaluations
- Analyzing customer feedback and implemented process improvements that reduced response times and enhanced overall service quality
- Collaborated with other departments to resolve complex issues and drive customer-centric solutions
Customer Service Support
Betway Zambia Ltd
01.2019 - 01.2021
- Provide exceptional customer service to clients daily via phone, email, and chat, achieving a 100% customer satisfaction rate
- Resolve customer inquiries and complaints promptly and professionally, resulting in a 95% decrease in unresolved tickets
- Upsell products/services to customers, contributing to a [percentage]% increase in revenue
Activations Support
MTN (Zambia) Ltd
01.2015 - 01.2017
- Company Overview: Enterprise Business Unit
- Supported the KYC team with document collection and review for individual and corporate customers
- Responded to internal and external inquiries related to KYC/AML requirements
- Assist in internal and external audits by providing accurate and timely documentation
- Enterprise Business Unit
Education
Diploma In Social Work - Social Work
National Institute For Public Administration (NIPA)
01.2013
High School Diploma -
Sacred Heart Secondary School
01.2010
Skills
- Data Privacy Compliance (GDPR)
- Privacy Policies & Governance
- Time management and multitasking abilities
- Ability to work in a fast-paced environment
- Strong communication and interpersonal skills
- Customer Relationship Management
- Performance Metrics & Reporting
Timeline
Data Protection Officer
Betway Zambia Ltd
01.2022 - 01.2024
Customer Experience Supervisor
Betway Zambia Ltd
01.2021 - 01.2022
Customer Service Support
Betway Zambia Ltd
01.2019 - 01.2021
Activations Support
MTN (Zambia) Ltd
01.2015 - 01.2017
High School Diploma -
Sacred Heart Secondary School
Diploma In Social Work - Social Work
National Institute For Public Administration (NIPA)
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