Allan Siabunkululu — Customer Service Manager

Profile

A seasoned Customer Experience professional with 15+ years of experience across telecom and PAYG solar, focused on customer retention, credit collections and operational excellence. Passionate about using data to improve customer outcomes and lead high-performing teams in mission-driven environments.

Experience

Customer Service Manager — Kazang Solar Distributors

Mar 2022 — Present

Led a 22-person team; improved response times by 30% and drove increased customer retention through training and process improvements.

Credit Collections Supervisor — Kazang Solar Distributors

Feb 2019 — Mar 2022

Supervised collections team, implemented recovery strategies, and contributed to improved cash collections and portfolio health.

Backoffice Team Leader — ISON Zambia BPO

Jul 2018 — Jan 2019

Managed agent performance metrics and coordinated recovery desks and social media activities.

Credit Control Officer / Customer Care — Airtel Zambia

2010 — 2018

Handled collections, customer escalations and service delivery targets across multiple roles.

Education

Website Design, Development & Management — American Embassy, Lusaka (Nov 2022)

Research Methods & Data Analysis — University of Zambia (Nov 2019)

Forestry — Zambia Forestry College (Jul 2010)