GLORIA GULENGA
CINCINNATI,OHIO
Summary
Experienced analyst proficient in managing and analyzing large volumes of information. Proactively identifies and resolves issues in operations, workflow, and production by identifying trends that impact business success. Skilled at analyzing complex data sets to provide actionable insights and recommendations. Demonstrated ability to collaborate with cross-functional teams to drive process improvements and enhance efficiency.
Overview
9
9
years of professional experience
Work History
Budget Management Analyst Internship Student
City of Cincinnati
2024.01 - 2024.01
- Educated Citizens on organizational mission and goals to help achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated Citizens needs and feedback to drive product and service improvements.
- Created and managed project plans, timelines and budgets.
Administrative Assistant
Brighton Center
2023.04 - 2023.08
- Maintained files and filing, keeping sensitive information confidential
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records
- Developed and maintained filing systems for confidential documents and records
- Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint
- Served as primary point of contact for facilitating operational and administrative inquiries.
Management and Customer Relation
AAA
2022.02 - 2023.03
- Processed customer adjustments to maintain financial accounts
- Provided exceptional customer service in resolving inquiries, complaints and conflicts efficiently and effectively
- Ensured that all customer requests were handled according to established procedures and protocols
- Used good judgment to analyze problems and choose appropriate solutions
- Responded quickly and professionally to incoming calls, emails and live chat messages from customers
- Analyzed customer feedback data to identify areas of improvement in the customer experience
- Developed strong interpersonal skills while interacting with customers on a daily basis
- Utilized knowledge of company products, services and policies to respond promptly to customer inquiries.
Mortgage Insurance Customer Service Representative
National General Insurance
2021.09 - 2022.02
- Processed mortgage applications and documents in a timely manner according to company policies and procedures
- Verified that all conditions have been satisfied before submitting files for underwriting approval
- Determined charges for services requested and arranged for billing
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Followed up promptly on all unresolved cases from previous shifts.
- Checked documentation for accuracy and validity on updated systems.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Bilingual Customer Service Representative
RDI
2015.03 - 2020.10
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Assisted customers with opening new accounts and setting up online banking services
- Utilized strong bilingual communication skills to successfully assist customers
- Provided customer service in French and English to customers over the phone, responding to inquiries and resolving issues
- Managed high volumes of emails from customers in both French and English
- Reported trends, issues, and feedback learned from customer interactions to support continuous improvement
- Developed strong relationships with customers by providing timely responses and follow-up support
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Navigated multiple computer systems and applications and utilized search tools to find information
- Processed payments accurately according to established guidelines
- Collaborated with other departments to ensure a smooth customer experience
- Answered inbound calls to handle customer inquiries, complaints and billing questions
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Education
Bachelor of Arts - Public Administration
Miami University
Oxford, OH12.2024
Associate of Applied Science - Education
Cincinnati State Technical And Community College
Cincinnati, OH08.2020
Skills
- Microsoft Outlook
- French Speaker
- Microsoft Excel
- Customer Account Management
- Policy and Procedure Adherence
- Document and Records Management
- Administrative and Office Support
- Microsoft PowerPoint
- Customer Complaint Management
- Computer Proficiency
- Audit Support
- Report Preparation
Volunteer Experience
Administrative Assistant, Brighton Center, Newport, Kentucky, 04/01/23, 08/01/23, Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
Assisted customers with opening new accounts and setting up online banking services.
Utilized strong bilingual communication skills to successfully assist customers.
Provided customer service in French and English to customers over the phone, responding to inquiries and resolving issues.
Managed high volumes of emails from customers in both French and English.
Reported trends, issues, and feedback learned from customer interactions to support continuous improvement.
Developed strong relationships with customers by providing timely responses and follow-up support.
Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
Navigated multiple computer systems and applications and utilized search tools to find information.
Processed payments accurately according to established guidelines.
Collaborated with other departments to ensure a smooth customer experience.
Answered inbound calls to handle customer inquiries, complaints and billing questions.
Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Languages
French
Native or Bilingual
Timeline
Budget Management Analyst Internship Student
City of Cincinnati
2024.01 - 2024.01
Administrative Assistant
Brighton Center
2023.04 - 2023.08
Management and Customer Relation
AAA
2022.02 - 2023.03
Mortgage Insurance Customer Service Representative
National General Insurance
2021.09 - 2022.02
Bilingual Customer Service Representative
RDI
2015.03 - 2020.10
Bachelor of Arts - Public Administration
Miami University
Associate of Applied Science - Education
Cincinnati State Technical And Community College
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