Summary
Overview
Work History
Education
Skills
Certification
References
Timeline

Bwalya Malama

Chipata

Summary

Detail-oriented and customer-focused professional with over 7 years of experience in compliance, customer service, and administrative roles. Proven ability to manage high volumes of client interactions while ensuring regulatory compliance and data accuracy. Skilled in communication, problem-solving, and CRM tools. Now seeking to bring this expertise to a remote Call Center Agent role with Outsource Global Technologies, delivering high-quality support and service.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Compliance Officer

NAPSA
01.2022 - 04.2025
  • Responded to customer queries via phone and email, explaining regulatory procedures and resolving compliance issues.
  • Conducted routine checks and follow-ups with contributors and employers, ensuring adherence to pension regulations.
  • Maintained accurate and confidential records of all client interactions and compliance cases.
  • Collaborated with internal departments to resolve escalated issues and improve service delivery.

Customer Service Clerk

NAPSA
01.2017 - 12.2021
  • Handled walk-in and phone-based customer inquiries regarding pension contributions, benefits, and claims.
  • Delivered accurate information and support, maintaining a high level of professionalism under pressure.
  • Updated client information in the system and ensured data accuracy.
  • Supported team members with training and customer satisfaction improvements.

Administrative Officer

CMM Loss Adjusters
01.2015 - 12.2016
  • Managed day-to-day communications between clients and insurance firms.
  • Scheduled meetings, maintained records, and provided clerical support to insurance adjusters.
  • Handled sensitive information with discretion and integrity.

Education

Bachelor of Commerce - Economics

North West University
01.2015
Graduated: 2015

Skills

  • Inbound & Outbound Call Handling
  • Customer Support & Conflict Resolution
  • Compliance & Regulatory Knowledge
  • Data Verification & Documentation
  • CRM & Call Center Tools-Zendesk, HubSpot, and Freshdesk
  • Multitasking & Time Management
  • Fluent English, Neutral Accent
  • Confidentiality & Professionalism

Certification

  • Virtual Assistant Certificate – ALX, 2024
  • TEFL Certificate (120 hours) – Teacher Record, 2023
  • Customer Service Excellence – Allison,2025

References

Available upon request

Timeline

Compliance Officer - NAPSA
01.2022 - 04.2025
Customer Service Clerk - NAPSA
01.2017 - 12.2021
Administrative Officer - CMM Loss Adjusters
01.2015 - 12.2016
North West University - Bachelor of Commerce, Economics

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Bwalya Malama