Carmel KIMWANGA SALA
Kinshasa
Summary
Results-driven professional with over 3 years of experience in the iGaming industry at betPawa, progressing from Customer Support Agent to Lead Supervisor and Acting Manager. Strong expertise in customer behaviour analysis, performance monitoring KPIs ( CSAT, SLA, FRT, IQRT, FCR), and team leadership within the Congo GEO. Proven ability to optimize user experience, manage operations, and support business growth. Seeking to leverage market knowledge and analytical skills in an Affiliate Manager role.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Lead Supervisor and Acting Manager
betPawa
Kinshasa, Gombe
2024.10 - Current
- Lead and manage team of customer support agents to ensure high performance and service quality.
- Monitor KPIs (CSAT, SLA, IQRT, FCR) and implement strategies to improve performance.
- Analyze client behaviour and recurring issues to enhance customer experience and retention.
- Collaborate with internal teams (tech, payments, operations) to resolve escalated issues.
- Support operational decision-making through reporting and performance insights.
- Coach and mentor agents to improve productivity and communication quality.
- Data analyse ( Redash, Grafana, PawaDesk).
L1 Customer Support Supervisor
betPawa
Kinshasa, Gombe
2024.01 - 2024.09
- Supervise daily support operations and ensure SLA compliance.
- Handle complex customer cases and escalations.
- Identify trends impacting user satisfaction in Congo market.
- Developed metrics to track performance, enhancing accountability and results.
- Conducted regular team meetings to foster communication and motivation.
- Analyzed feedback to drive continuous improvement initiatives.
- Data analysis ( Grafana, Redash).
L1 Customer Support Specialist
betPawa
Kinshasa, Gombe
2023.05 - 2023.12
- Managed high-volume customer interactions via chat and calls.
- Provided support on deposits, withdrawals, and account-related issues.
- Maintained high CSAT scores through effective communication and problem-solving.
- Gained strong understanding of user behaviour, payment challenges, and market expectations in Congo GEO.
L1 Customer Support Agent
betPawa
Kinshasa, Gombe
2022.05 - 2023.05
- Delivered exceptional customer service.
- Identified and escalated issues, leading to product improvements.
- Conducted follow-ups, ensuring customer issues were fully resolved.
- Utilized CRM tools to track and analyze customer interactions effectively.
- Collaborated with cross-functional teams to enhance service delivery.
Education
Master of Arts - Philosophy
Saint Augustine University of Kinshasa
Kinshasa 2021.10 - 2023.07
Bachelor of Business Administration - Public Management
Cape Peninsula University of Technology
Cape Town, South Africa 2014.02 - 2017.12
Bachelor of Arts - Philosophy
Philosophât Isidore Bakanja
Bukavu, South Africa 2008.10 - 2011.07
Skills
- Data Analysis
- Team Management
- Performance Management
- Customer Behaviour Analysis
- Team Leadership& Coaching
- Data Reporting & Insights
- KPI & Performance Tracking (CSAT, SLA, FRT, FCR)
- Affiliate & Partner Relationship Understanding
- Effective communication
Languages
Lingala
Native
Kiswahili
Intermediate
French
Native
English
Fluent
Affiliations
- Hiking: Enjoying nature and fitness simultaneously
- Reading: Exploring fiction, non-fiction, academic
- Traveling: Exploring new cultures
Certification
- Google Analytics Certification (In Progress).
- Digital Marketing Certification (In Progress).
- Six Sigma - Yellow Belt ( Completed).
- Six Sigma - Green Belt ( Completed).
- Six Sigma - Black Belt ( Completed).
Timeline
Lead Supervisor and Acting Manager
betPawa
2024.10 - Current
L1 Customer Support Supervisor
betPawa
2024.01 - 2024.09
L1 Customer Support Specialist
betPawa
2023.05 - 2023.12
L1 Customer Support Agent
betPawa
2022.05 - 2023.05
Master of Arts - Philosophy
Saint Augustine University of Kinshasa
2021.10 - 2023.07
Bachelor of Business Administration - Public Management
Cape Peninsula University of Technology
2014.02 - 2017.12
Bachelor of Arts - Philosophy
Philosophât Isidore Bakanja
2008.10 - 2011.07