Atupele Nathan Mkagula | Cybersecurity & Digital Systems

WHO I AM

Technology professional who sees both the code and the customer

I currently support thousands of users daily as a Customer Support Agent at betPawa, resolving technical issues across Sportsbook, Casino, and Virtual Sports platforms while maintaining industry-leading FCR and CSAT metrics.

Since 2020 I've run my own IT consulting practice — diagnosing systems, training students, and securing small business infrastructure. My Certificate in Music Production taught me pattern recognition, systems thinking, and creative problem-solving — skills I now apply directly to cybersecurity and digital infrastructure.

PROFESSIONAL JOURNEY

Work Experience

Customer Support Agent

betPawa

2025 – Present

Deliver high-quality multi-channel customer support across sportsbook and casino platforms while consistently achieving performance KPIs.

Consistently achieved and exceeded FCR targets of 75% for account access and OTP-related issues.
Managed high-volume call and chat support using pawaDesk ticket management system.
Troubleshot technical issues across sportsbook markets including Asian Handicap, Over/Under, Cashout systems.
Implemented Responsible Gambling protocols and conducted identity verification to prevent fraud.

Credit Officer

Yellow Solar Africa

2024 – 2025

Managed customer credit portfolios and ensured strong repayment performance while maintaining excellent client relationships.

Managed a portfolio of customer contracts, ensuring timely repayments and minimizing credit risk.
Conducted credit analysis and risk assessments to identify potential repayment challenges.
Provided financial counselling and developed sustainable repayment solutions.
Ensured customer feedback responses within 9-hour service level agreements.

IT Consultant & Freelancer

Self-Employed

2020 – Present

Provide technical services and IT support to individuals and small businesses.

Performed computer diagnostics, system troubleshooting, and data administration.
Assisted businesses in optimizing IT infrastructure and digital workflows.
Delivered computer training and digital literacy coaching to students and clients.
Provided basic computer security and system maintenance services.

EXPERTISE

Core Skills

Customer Experience

Support Operations Multi-Channel Support FCR & CSAT Complaint Resolution

Technical Skills

Sportsbook Support Casino & RNG Support IT Diagnostics System Support

Risk & Compliance

Responsible Gambling Identity Verification Credit Risk Assessment Portfolio Management

LEARNING JOURNEY

Education

University of Malawi

Chancellor College

Certificate in Music Production

Digital Marketing & Arts Entrepreneurship | 2022

NACIT

National College of Information Technology

Level 4 Diploma in Computing

2019 – 2020

Chinsapo Secondary School

Malawi

School Certificate of Education

2017

RECOGNITION

Key Achievements

FCR Excellence

Consistently exceeded FCR targets (75%) for account access and OTP issues at betPawa.

Quality Metrics

Maintained strong CSAT and quality scoring metrics across customer support operations.

pawaTech Training

Successfully completed global pawaTech training program with distinction and 6 Excellence Certificates.

Team Coordination

Effectively coordinated with Risk and Technical teams to resolve complex escalations.

GET IN TOUCH

Let's Connect

+265 881 762 894 atupelemkagula@gmail.com about.me/atupele.mkagula