JANE KAITABA
DAR ES SALAAM
Summary
Customer Support Specialist with proven experience in handling high volume customer interactions, resolving complex issues, and supporting team performance. Demonstrates strong leadership potential through guiding agents, supervising shifts, and driving customer experience improvements. Skilled in communication, problem-solving, and performance optimization. Seeking to leverage experience into a Customer Support Supervisor role
Overview
7
7
years of professional experience
Work History
L1 Customer Support Specialist
Choplife Gaming Limited
Dar es Salaam, Tanzania
12.2025 - Current
- Provide customer support through live chat and phone, ensuring timely and effective issue resolution.
- Amplified voice of customer to influence business decisions and enhance service delivery.
- Assist customers across multiple markets, enhancing their experience with betPawa products.
- Guided fellow customer support agents to elevate performance and service quality.
- Supervise shifts and ensure smooth daily operations within the support team.
- Demonstrate strong ownership in helping the team achieve key Customer Experience Indicators (CXIs).
- Identified process and service improvement opportunities based on customer feedback.
Customer Support Agent
Choplife Gaming Limited
Dar es Salaam
11.2024 - Current
- Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.
- Assisted customers through multiple channels including phone and live chat for increased accessibility and convenience.
- Advocated for customer feedback to influence product and service enhancements.
- Listened to customer feedback on product features, sharing insights with relevant departments for future development consideration.
- Represented brand, ensuring customers received optimal experience with products.
Customer Care Executive
Ison Xperience BPO
07.2021 - 10.2023
- Build rapport with customers by handling each and every customer call in a courteous and professional manner
- Ensures consistently imparts the correct Airtel product and services information during each call
- Obtained, imparted, clarified, and verified information to and from customers to ensure exceptional customer service.
- Tagged each customer call accurately according to the defined CRM tagging list.
- Ensure that the quality of each call is in compliance with predefined quality parameters
- Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team Leader.
Volunteer
Youth Partnership Countrywide (YPC)
11.2018 - 01.2021
- Working with the Organization to increase Youth participation in political and socio-economic life through partnership building and networking, dialogue and advocacy, training exposure, and voluntary activities.
Education
Bachelor Of Arts With Education -
University of Dar Es Salaam ( UDSM)
Dar Es Salaam, Tanzania01-2017
Advanced Studies - History,Kiswahili And English ( HKL)
Rugambwa Secondary School
Kagera, Tanzania01-2014
Secondary Studies -
Mchungaji Mwema Secondary Schools
Kagera, Tanzania01-2011
Skills
- Customer Service Excellence
- Team Support & Coaching
- Communication (Oral & Written)
- Problem Solving & Critical Thinking
- Escalation Handling
- Performance Monitoring
- Conflict Resolution
- Customer Relationship Management (CRM)
- Data Entry & Computer Skills
- Microsoft Excel
REFERENCES
Aporinary Mkutano
Customer Support Lead Supervisor
betPawa Tanzania
+255 759 209 318
Fauzia Magai
Team Leader
Ison XPerience BPO
+255 716 688 562
Israel Ilunde
Executive Director
Youth Partnership Countrywide
+255 754 172 212
Accomplishments
Customer Support Agent of the Year, 2025
Timeline
L1 Customer Support Specialist
Choplife Gaming Limited
12.2025 - Current
Customer Support Agent
Choplife Gaming Limited
11.2024 - Current
Customer Care Executive
Ison Xperience BPO
07.2021 - 10.2023
Volunteer
Youth Partnership Countrywide (YPC)
11.2018 - 01.2021
Bachelor Of Arts With Education -
University of Dar Es Salaam ( UDSM)
Advanced Studies - History,Kiswahili And English ( HKL)
Rugambwa Secondary School
Secondary Studies -
Mchungaji Mwema Secondary Schools