Ngoy Mwamba
Tucson,AZ
Summary
Adept at enhancing customer experiences and streamlining logistics, I leveraged my problem-solving skills and Excel proficiency at the Department of Economic Security to significantly improve service delivery. My background in behavior tech and logistics management reflects a unique blend of empathy and efficiency, driving a 30% increase in client satisfaction and operational productivity. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Department of Economic Security
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Lead Registered Behavior Technician
Icare Healthcare Services
04.2024 - 10.2024
- Contributed to the reduction of challenging behaviors by implementing proactive strategies across settings.
- Incorporated play-based techniques into therapy sessions, making learning enjoyable while still meeting targeted objectives.
- Utilized evidence-based methodologies within therapy sessions to promote optimal behavioral outcomes for clients.
- Established consistent expectations and boundaries for clients, fostering a structured environment conducive to learning and growth.
- Enhanced client progress by creating and implementing individualized behavior intervention plans.
- Coordinated with school staff for seamless integration of behavior support services within classroom environments.
- Participated in continuing education opportunities, staying current on industry best practices and emerging research findings.
- Trained new Registered Behavior Technicians, promoting best practices and adherence to treatment protocols.
- Effectively communicated ongoing progress updates to supervisors, facilitating informed decision-making regarding treatment plans adjustments.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Organized recreational activities to assist in patient recovery.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Supported clients in achieving social skills development goals through targeted interventions and modeling.
- Managed scheduling logistics for multiple cases simultaneously, optimizing time efficiency without compromising quality of service delivery.
- Assisted clients in generalizing learned skills, resulting in increased independence in daily life activities.
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Empowered clients to self-advocate by teaching them effective communication strategies and adaptive coping mechanisms.
- Treated clients and families with respect and dignity.
- Enhanced client''s communication skills through the use of visual aids, social stories, and roleplaying activities.
- Increased client independence through the teaching of daily living skills such as self-care routines, meal preparation, and household chores.
- Kept accurate records by documenting progress and adhering to prescribed behavior plan.
Logistics Specialist
US Army
11.2018 - 01.2024
- Lead a team responsible for managing imports/exports documentation process ensuring timely and accurate completion of all shipping documents.
- Negotiated contracts with suppliers to secure favorable terms and contribute to overall cost savings.
- Provided customers with status updates for tracked packages.
- Managed inventory levels for optimal cost savings and minimal stockouts.
- Coordinated incoming and outgoing shipments to maintain schedules.
- Tracked orders and notified customers of status or potential delays.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
Adjudicator
Department of Economic Security
04.2021 - 07.2022
- Continuously updated personal knowledge on relevant laws, regulations, and policies affecting the adjudication process within the jurisdiction served.
- Improved claim processing times by implementing efficient workflows and prioritizing urgent cases.
- Reduced case backlogs by effectively managing workload and meeting strict deadlines for resolution.
- Maintained compliance with industry regulations through diligent record-keeping and adherence to procedural guidelines.
- Developed expertise in various areas of law, enabling comprehensive analysis of complex claims across multiple sectors.
- Built a reputation for professionalism and integrity through consistent adherence to ethical standards during the adjudication process.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Bachelor Of Applied Arts And Science - Spanish
University of Arizona
Tucson, AZBachelor Of Applied Science - Applied Linguistics
University of Arizona
Tucson, AZDiploma -
Pueblo Magnet High School
Tucson, AZ05.2016
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Microsoft Excel
- Complaint resolution
- Administrative Support
- Customer Relationship Management (CRM)
- Building rapport
- Technical Support
- Clerical Support
- Live chat support
- Office equipment proficiency
- Stock management
- Shipping and Logistics
Affiliations
- International Customer Service Association
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
- Certified Customer Experience Professional (CCEP) - Customer Service Institute of America.
- CPR/AED Certification
- State Driver's License
- Basic Life Support Certification (BLS)
- First Aid Certification
Personal trainer
Organize schedules and meal plans for clients Specialized in weight loss and muscle growth Focused on personalized nutrition plan based on client needs and lifestyle.
Languages
French
Professional Working
Swahili
Native or Bilingual
Spanish
Native or Bilingual
Korean
Limited Working
Timeline
Lead Registered Behavior Technician
Icare Healthcare Services
04.2024 - 10.2024
Adjudicator
Department of Economic Security
04.2021 - 07.2022
Logistics Specialist
US Army
11.2018 - 01.2024
Customer Service Representative
Department of Economic Security
Bachelor Of Applied Arts And Science - Spanish
University of Arizona
Bachelor Of Applied Science - Applied Linguistics
University of Arizona
Diploma -
Pueblo Magnet High School
Similar Profiles
Cristina FloresCristina Flores
Benefit Eligibility Specialist at State Of Arizona Department Of Economic SecurityBenefit Eligibility Specialist at State Of Arizona Department Of Economic Security
Melissa VargasMelissa Vargas
Lead BES at State of Arizona Department of Economic SecurityLead BES at State of Arizona Department of Economic Security
Emily BradshawEmily Bradshaw
Benefits and Eligibility Specialist at Department of Economic SecurityBenefits and Eligibility Specialist at Department of Economic Security
Takesha SmytheTakesha Smythe
Support Coordinator at Department of Economic SecuritySupport Coordinator at Department of Economic Security
Martina ChoeMartina Choe
Endoscopy Technician at St Joseph's HospitalEndoscopy Technician at St Joseph's Hospital