Tshikomo Kalamba
Alexandria,Virginia
Summary
Experienced Customer Service Support Professional with exceptional communication skills. Bilingual proficiency in French and English.
Overview
16
16
years of professional experience
Work History
Confirmer Specialist
AMERITECH CONSTRUCTION
Tysons Corner
10.2019 - Current
- Assessed customer needs and responded to customer emails and calls.
- Scheduled appointments for customers in person or over telephone.
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Collected, arranged, and input information into database system
- Evaluated customer needs and feedback to drive product and service improvements
- Gathered, organized and input information into digital database
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
- Maintained database systems to track and analyze operational data
- Devised and implemented processes and procedures to streamline operations
- Observed packing operations to verify conformance to specifications
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Generated reports detailing findings and recommendations
- Helped meet changing demands by recommending improvements to business systems or procedures
- Developed effective improvement plans in alignment with goals and specifications
- Analyzed data and wrote or reviewed final reports and summaries for validation protocols
Property Manager
MOTECHS LLC
Alexandria, VA
11.2017 - 03.2019
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Administered operations to handle needs of more than 5 tenants across 3 property units
- Generated leads for sales and rental properties through cold calls and referrals
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates
- Responded to Common Area Maintenance (CAM) inquiries
- Maximized rental income while minimizing expenses through effective planning and control
- Planned special events such as lotteries, dedications and project tours
- Investigated property owners and researched current mineral rights details by reviewing hardcopy and digitized records
- Consulted with landowners to obtain mineral access rights and promote drilling operations on private land
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects
- Introduced prospective tenants to types of units available and performed tours of premises
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant
Recovery Specialist
NATIONWIDE CREDIT CORP
Northern, VA
09.2011 - 05.2015
- Adhered to state and federal regulations pertaining to collections
- Partnered directly with consumers to review, assess and resolve delinquent accounts with high degree of closing
- Accurately documented detailed account activity
- Achieved average of 90% in key performance indicator goals (calls / RPC’s / promise kept rate)
- Consistently achieved 90% or above in monthly revenue target
- Maintained yearly passing score for FDCPA and Professional Collections Specialist exam.
- Tracked client participation in treatment services to identify attendance issues.
- Planned appropriate treatment and discharge schedules to maximize success.
Account Manager
SUBURBAN CREDIT CORP
Northern, VA
11.2009 - 09.2011
- Handled high volume inbound and outbound calls with consumers daily while ensuring to adhere to all federal guidelines and company policies
- Managed consumer accounts including payment arrangements
- Accepted payments using Credit/Debit cards and AHC
- Processed legal judgments.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Contributed to event marketing, sales and brand promotion
- Consulted with businesses to supply accurate product and service information
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing
Account Manager
WORLDWIDE ACCESS
Northern, VA
10.2007 - 11.2009
- Handled high volume inbound and outbound calls with consumers daily while ensuring to adhere to all federal guidelines and company policies
- Managed consumer accounts including payment arrangements
- Accepted payments using Credit/Debit cards and AHC
- Processed legal judgement's.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Educated clients on new products or services to increase customer engagement with brand
- Facilitated client satisfaction and renewed customer relations to drive growth
- Evaluated client needs and developed tailored solutions to increase positive customer ratings
- Coordinated with internal teams to facilitate prompt delivery of client projects
Education
High School Diploma -
Hayfield Secondary School
Alexandria, VA06.2006
Skills
- HIPPA
- FDCPA
- High proficiency with variety of computer software & hardware components
- High degree of accuracy in all areas of performance
- Strong Negotiation Tactics
- Problem Solving
- Outstanding Communication & Interpersonal skills
- Analysis & Research
- Adherence to deadlines
- Critical Thinking
- Time Management
- Logistics Coordination
- Data Analysis
- Analytical Thinking
- Cultural Awareness
Timeline
Confirmer Specialist
AMERITECH CONSTRUCTION
10.2019 - Current
Property Manager
MOTECHS LLC
11.2017 - 03.2019
Recovery Specialist
NATIONWIDE CREDIT CORP
09.2011 - 05.2015
Account Manager
SUBURBAN CREDIT CORP
11.2009 - 09.2011
Account Manager
WORLDWIDE ACCESS
10.2007 - 11.2009
High School Diploma -
Hayfield Secondary School