LUCY MUSUNGU
Macungie,PA
Summary
A seasoned professional, able to provide qualified support and timely and quality delivery of appropriate products and services. Executes strong verbal and written skills, combined with skill managing large complex relationships and drive strategic activity.
Overview
8
8
years of professional experience
Work History
RELATIONSHIP EXECUTIVE
INTERPRIME USA
09.2022 - Current
- Developed, updated and maintained database of existing and potential customers in CRM.
- Implemented brand and demand strategies to meet revenue targets for business services and products.
- Developed and executed targeted relationship and account development strategy.
- Engaged client executives to assess strategic business needs and challenges and translate business strategy into human capital opportunities with business impact.
- Converted community contacts into potential clients through networking, consistency and credibility.
- Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics and developing and optimizing informative content.
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
- Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.
- Presented metric reporting and account reviews to team and clients.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Facilitated workshops and seminars to educate customers on product features and benefits.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Developed customer surveys to measure customer satisfaction and identify areas of improvement.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Developed and managed relationships with vendors to establish cost-effective products and services.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Participated in industry events and trade shows to promote products and services.
- Monitored customer feedback and generated reports to identify areas of improvement.
- Developed loyalty programs to reward and maintain customer retention.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Investigated and resolved customer complaints to foster satisfaction.
- Conducted field visits and met corporate customers for business development.
- Created, modified and executed business plans to maximize client satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
DISABLED VETERAN SOLUTIONS
05.2019 - 08.2022
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Developed and updated databases to handle customer data.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
DOCUMENT REVIEWER SPECIALIST
CONSILIO
03.2020 - 03.2022
- Used electronic systems for data entry, tracking and analysis.
- Scheduled and tracked deadlines of multiple active compliance audits.
- Analyzed available information and data to inform audit review process.
- Assisted in creating and maintaining internal Access databases supporting office's internal processes.
- Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation.
- Compared incoming data against quality, integrity and accuracy expectations, identified faults and affected timely remedies.
- Converted documents from one application to another.
- Collaborated across departments and levels of management to gain consensus on procedural documentation.
- Promoted efficient document processing by maintaining orderly and clean control room.
- Worked with internal staff to process documents and sent for closing.
- Identified areas of weakness and recommended or implemented process improvements.
- Transmitted documents, organized revisions and tracked changes.
CUSTOMER SERVICE REPRESENTATIVE
TREC GLOBAL
04.2018 - 04.2019
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
FINANCE ACCOUNTING OFFICER
UNITED NATIONS
04.2016 - 04.2019
- Conducted surveillance to detect suspicious activity.
- Interrogated suspects and witnesses to investigate crime scenes and criminal actions.
- Directed flow of traffic in construction zones and guided vehicles around automobile accidents.
- Wrote detailed narrative reports for use in investigations.
- Managed payroll operations for team of 100 employees.
- Reviewed accounts, resolved coding areas, and tracked recurring expenses for accrual entry.
- Researched technical tax issues to define tax effect or impact of certain tax positions.
- Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
- Trained new employees on accounting principles and company procedures.
Education
BBA - Accounting And Finance
KENYA METHODIST UNIVERSITY
NAIROBI03.2018
Skills
- Persuasion Techniques
- Client Acquisition
- Excellent Communication
- Business Relationship Cultivation
- Service Support
- Customer Relationships
- New Business Generation
- Customer Service
- New Business Development
- Sales Reporting
- De-Escalation Techniques
- Issue Resolution
- Overcoming Objections
- Financial Planning Processes
- Fluent in English and Swahili
- Account Management
- Relationship Building and Management
- Regulatory Compliance
- Time Management
- Critical Thinking
- Team Leadership
- Data Analytics
Timeline
RELATIONSHIP EXECUTIVE
INTERPRIME USA
09.2022 - Current
DOCUMENT REVIEWER SPECIALIST
CONSILIO
03.2020 - 03.2022
CUSTOMER SERVICE REPRESENTATIVE
DISABLED VETERAN SOLUTIONS
05.2019 - 08.2022
CUSTOMER SERVICE REPRESENTATIVE
TREC GLOBAL
04.2018 - 04.2019
FINANCE ACCOUNTING OFFICER
UNITED NATIONS
04.2016 - 04.2019
BBA - Accounting And Finance
KENYA METHODIST UNIVERSITY