Christopher Kazembe
Aubrey,TX
Summary
Dynamic Account Specialist with a proven track record excelling in customer service and conflict resolution. Adept at leveraging Salesforce to enhance client experiences and drive loyalty. Recognized for analytical problem-solving skills and a friendly demeanor, consistently delivering tailored solutions that exceed expectations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Specialist
JPMorgan Chase & Co
Plano, TX
05.2023 - Current
- Used in-depth knowledge and training to delight customers with customized travel experiences and help them make the most of their rewards
- Delivered swift, thorough, and friendly customer service to internal and external customers, enhancing customer experience and loyalty
- Collaborated with team to service clients effectively, offering additional products tailored to their needs
- Resolved product and service issues by clarifying customer concerns, determining causes, selecting and explaining effective solutions, and expediting corrections
- Engaged in cross-training that equips to deliver personalized travel arrangements and support for customers with multiple types of reward accounts
- Maintained comprehensive working knowledge of all programs, tools, and systems while achieving and maintaining individual monthly metrics
- Worked a flexible schedule, when needed, to attend staff meetings and ongoing training designed to help stay informed of all airline rules and regulations, other travel industry requirements, program guidelines, as well as any office procedures that will set me up for success, assisting our customers.
Solution Analyst Remote
Oracle Cerner
Aubrey, TX
02.2022 - 05.2023
- Supported Cerner's internal and external clients by providing outstanding customer service and basic technical support in a Tier 2 call center environment.
- Investigate and resolve client problems received through phone, tickets, or other electronic means, triage, and escalate.
- Managed inbound calls from members and internal service partners regarding claims adjudication issues to ensure timely resolutions.
- Investigated and reviewed front-end applications by gathering information through tools, shadowing end-users, and testing workflows to identify and address issues.
- Maintained records of customer interactions, detailing inquiries, complaints, comments, and actions taken to enhance service quality.
- Monitoring and troubleshooting, performing routine preapproved changes to client domains.
- Prioritize and plan issue resolutions independently and in a collaborative and fast-paced environment.
Maintenance Supervisor
Mayhill Hospital
Denton, TX
03.2020 - 01.2022
- Ensured compliance with Joint Commission, OSHA, and HIPAA standards to uphold safety and operational integrity.
- Inspected and tested machinery and equipment to diagnose malfunctions.
- Collaborated with building managers to evaluate ongoing needs and develop preventative maintenance and cleaning schedules.
- Completed daily, weekly, and monthly checklists for building equipment maintenance.
- Performed minor wall repairs to maintain walls, including installing drywall and repairing wallpaper.
- Onboarded new employees on environment of care and crisis prevention intervention to enhance team readiness and safety awareness.
Collection Agent
South west Credit System
Dallas, TX
03.2017 - 08.2018
- Persuaded customers to settle outstanding amounts on credit accounts and claims.
- Advised customers on actions and strategies for effective debt repayment.
- Conferred with customers via telephone and in-person to identify reasons for overdue payments and clarify terms of sales, service, or credit contracts.
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
Education
Bachelor of Science - Information Technology & Database Management
DEVRY UNIVERSTIY
Chicago, IL11-2027
Associate of Applied Science - Information Technology
DeVry University
Chicago, IL04-2025
Information Technology Support Service -
UNIVERSITY OF JOHANNESBURG
11-2007
High School Diploma -
ELLENSMERE HIGH SCHOOL
01-2002
Skills
- Customer Service Experience
- Client Engagement
- CRM expertise
- Salesforce Proficient
- Quality Assurance
- Clear Documentation
- Analytical Skills
- Problem-Solving Skills
- Effective Communication
- Conflict Resolution
- Phone Etiquette
- Office software proficiency
- Strategic Thinking
- Ability to Work Independently
- Customer Empathy
- Professional
Certification
- JPMorgan Chase & Co. Agile Job Simulation
- SAFe 6.0 Lead Certified
- Certified ScrumMaster (CSM) Scrum Alliance
- Professional Scrum Master 1 (Scrum.org)
- Lean Six Sigma White Belt Certification
Projects
- Personal Website, https://ckazembe.wixsite.com/my-site-5
- LinkedIn Profile, http://linkedin.com/in/chris-k-906102247
References
References available upon request
Timeline
Account Specialist
JPMorgan Chase & Co
05.2023 - Current
Solution Analyst Remote
Oracle Cerner
02.2022 - 05.2023
Maintenance Supervisor
Mayhill Hospital
03.2020 - 01.2022
Collection Agent
South west Credit System
03.2017 - 08.2018
Bachelor of Science - Information Technology & Database Management
DEVRY UNIVERSTIY
Associate of Applied Science - Information Technology
DeVry University
Information Technology Support Service -
UNIVERSITY OF JOHANNESBURG
High School Diploma -
ELLENSMERE HIGH SCHOOL