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Bwalya Adrian Mange
Open to opportunitiesCustomer Care Agent
Customer service agent specializing in telecom support and secure mobile-money operations.
ZambiaCustomer Care Agent at iSON Xperiences Zambia Ltd
About
I am a customer service professional with hands-on telecom support experience, currently supporting MTN Zambia through iSON Xperiences. I resolve mobile money, GSM, device configuration, and account issues using enterprise platforms and maintain strict security for financial data.
At iSON Xperiences I handle high-volume inbound calls via Avaya, perform secure transactions with Ericsson Converged Wallet, and document incidents in ServiceNow while consistently achieving over 90% QA compliance.
Previously, as an IT Support Intern at Inspire Leadership School, I supported staff and students, improved digital literacy, introduced basic AI productivity tools, and increased system reliability through timely troubleshooting.
I hold multiple Coursera professional certificates in IT support, cybersecurity, and generative AI, and I am completing a BSc in Computer Science. I am ready for remote and international support roles that value technical troubleshooting, secure financial operations, and strong customer communication.
Experience
Customer Care Agent
Handle high-volume inbound support for MTN Zambia, resolving mobile money, SIM, device, and GSM issues while maintaining over 90% QA compliance and meeting strict KPIs.
Ericsson Converged WalletServiceNowAvayaGSM SupportIncident ManagementCustomer Service
IT Support Intern
Provided IT support and troubleshooting for school systems, improving system reliability and staff/student digital literacy across grades 2–7.
Technical TroubleshootingHardware installationSoftware ConfigurationNetwork SupportMicrosoft OfficeUser TrainingRemote Support
Education
Cavendish University Zambia
Pursuing a Bachelor of Science in Computer Science with expected completion in 2026.
Pursuing a Bachelor of Science in Computer Science with expected completion in 2026.