BERENICE NDOMBASI LUZALA
Champaign,IL
Summary
Detail-oriented Account Coordinator with four years of experience in client relations and administrative coordination. Collaborates with cross-functional teams to enhance communication, resolve issues, and maintain operational accuracy. Pursuing a Bachelor of Business Administration in Human Resource Management, focusing on People Operations and organizational development. Bilingual in English and French, facilitating effective communication in diverse environments.
Overview
4
4
years of professional experience
Work History
Account Coordinator
Pavlov Media
Champaign, USA
01.2026 - Current
- Coordinated communication between clients and internal departments, including billing, legal, engineering, and technical support, to facilitate timely issue resolution.
- Maintain accurate client records, operational updates, and service documentation using Salesforce and internal database systems.
- Tracked project timelines, service requests, and account activities to maintain accuracy and ensure compliance with company procedures.
- Draft professional correspondence, service updates, and client-facing communications in a fast-paced environment.
- Analyze and compile operational reports and performance metrics for management review.
- Provided high-level customer support while prioritizing and managing multiple deadlines.
Customer Service Support Specialist
Puzzle Business Group LLC
Remote, USA
12.2023 - 01.2026
- Assisted customers with inquiries through phone and email, ensuring professional and high-quality service.
- Assisted customers with inquiries through phone and email while maintaining professionalism and high-quality service standards.
- Maintained detailed documentation of customer interactions, enhancing support activities and knowledge sharing.
- Prepared daily activity and service reports, contributing to operational tracking and improving team performance.
- Prepared daily activity and service reports to support operational tracking and team performance.
Help Desk Representative
AUBES IT
Remote, USA
04.2022 - 12.2023
- Managed incoming technical support requests through phone, email, and chat platforms.
- Collaborated with team members to resolve complex customer issues, enhancing overall response efficiency.
- Communicated status updates and estimated resolution timelines to customers in a clear and professional manner.
- Provided clear status updates and estimated resolution timelines to customers, ensuring transparency and managing expectations.
- Utilized conflict resolution and de-escalation techniques to foster positive customer experiences.
- Escalated advanced technical concerns to appropriate support teams.
Education
Bachelor of Business Administration (BBA) - Human Resource Management
University of Illinois Springfield
Associate's Degree - Communications
Parkland College
High School Diploma -
Centennial High School
Skills
- Client & Customer Relations
- Customer Service Excellence
- Project and Task Coordination
- Administrative Coordination
- Report documentation
- Microsoft Office
- Google Workspace
- Cross-Functional Collaboration
- Time management
- Team Collaboration
- Conflict resolution
- Professional Email Correspondence
- Communication skills
Timeline
Account Coordinator
Pavlov Media
01.2026 - Current
Customer Service Support Specialist
Puzzle Business Group LLC
12.2023 - 01.2026
Help Desk Representative
AUBES IT
04.2022 - 12.2023
Bachelor of Business Administration (BBA) - Human Resource Management
University of Illinois Springfield
Associate's Degree - Communications
Parkland College
High School Diploma -
Centennial High School