David Chitemo

• Managed daily restaurant, entertainment, and hospitality operations, ensuring smooth business performance and exceptional customer experiences.
• Implemented operational procedures and service standards to improve efficiency, productivity, and customer satisfaction.
• Monitored sales performance, operational costs, and profitability while identifying opportunities for revenue growth.
• Managed staff scheduling, attendance, performance evaluations, and ongoing training initiatives.
• Handled customer escalations and complaints, ensuring prompt resolution and high guest satisfaction levels.
• Prepared daily, weekly, and monthly operational reports for senior management.
• Coordinated events, promotions, and entertainment activities to enhance customer engagement and business growth.
• Monitored key performance indicators (KPIs) and implemented corrective actions to achieve business targets.

• Directed daily customer care operations for a high-volume online betting platform.

• Led and developed multi-channel support teams handling calls, emails, live chat, and social media.

• Ensured compliance with betting regulations, KYC verification, and responsible gaming policies.

• Managed complex customer escalations, disputes, account issues, and payment-related complaints.

• Monitored KPIs including CSAT, AHT, FCR, SLA adherence, and agent productivity.

• Prepared detailed operational and performance reports for senior management.

• Worked closely with Compliance, Risk, Payments, and IT teams to improve customer experience.

• Oversaw quality assurance operations across Nigeria, Ghana, Tanzania, Ivory Coast, Peru, and Chile.

• Designed and implemented regional quality frameworks, audit methodologies, and scorecards.

• Managed remote QA teams across multiple time zones and cultural environments.

• Conducted regular audits of calls, chats, and emails to ensure service and regulatory compliance.

• Produced country-level and regional performance reports and presented insights to leadership.

• Drove continuous improvement initiatives to strengthen CSAT, compliance, and service consistency.

• Conducted detailed quality audits across voice and non-voice support channels.

• Delivered onboarding, refresher, and advanced training sessions to customer support teams.

• Provided one-on-one coaching and development plans to improve agent performance.

• Supported global quality alignment and process standardization initiatives.

• Monitored inbound, retention, business desk, and social media customer interactions.

• Evaluated agent performance and adherence to quality standards and scripts.

• Delivered structured coaching feedback and improvement plans.

• Prepared daily, weekly, and monthly quality and operational reports.

• Supervised quality assurance activities within a high-volume telecom call centre.

• Audited calls and digital interactions to ensure compliance with service standards.

• Coached agents and team leaders on performance and quality improvement.

• Monitored schedules, productivity, and KPI adherence.

• Maintained accurate customer records and data entry in CRM systems, supporting efficient customer interactions.

• Provided frontline customer support for inbound service and billing inquiries, ensuring timely and accurate responses.

• Contributed to improved customer satisfaction and first-call resolution.

• Conducted quality audits and coached agents on new products and promotions, enhancing team knowledge and service quality.