Albertina Kalonje
Summary
I am an independent, self-motivated young entrepreneur and also a graduate student in dietetics and nutrition proficient in nutrition counseling. Eager in pursuing a career in a related or perhaps unrelated field to gain more experience and continue learning. However, I am committed to providing quality care for ultimate client satisfaction. Proven ability to establish and maintain excellent communication, relationships with clients, and colleagues as well as work towards the goals of the company in my position, attention to detail, hardworking, and willing to join the next team.
Overview
5
5
years of professional experience
Work History
Senior Delivery Specialist
NGA Human Resources(Alight)
06.2023 - Current
- Was responsible for the benefits administration for client's employees located in EMEA region
- Resolved cases and entered benefits data in the system (SAP)for our client's employees.
- Collaborated with the client to resolve requests they may have related to a project or an escalated employee issue.
- Administration of the project Share Point repository and JIRA.
- Working with project documentation.
- Defined the processes to support the service delivery of the International Benefits solution aligned to the global strategy, from a process and client value creation perspective
- Provided input in the process design and technology capabilities to ensure optimal process support from a benefits perspective
- Configured system for a project based on client requirements.
- Contributed to projects utilizing standard project management disciplines
- Ad Hoc Participating in different benefit projects for payroll.
- Took an active part in the Process of Transition from Client to Alight office.
- Worked daily with other Alight Colleagues, third-party providers, and client contacts to ensure seamless process delivery for our client's employees
- Reports utilizing various data extraction tools to meet client plan rules and/or resolve issues.
- Developed on benefits system for new client project requests based on complete plan rules
- Problem-solving issues by analyzing the benefits system to determine gaps in functionality as compared to client plan rules to arrive at the true root cause of an issue.
- Demonstrated quality assurance fundamentals by executing test plans to ensure client plan rules meet systematic specifications.
- Provided creative solutions to continuously improve and optimize client delivery in HR using-TETA HR.
- Participates in system testing during Internal Acceptance Testing and supporting User Acceptance Testing Using Jira.
- Participated in the development and maintenance of IT product management.
- Handled tasked assigned by manager.
Senior Executive(Processing Specialist)
Infosys
06.2022 - 03.2023
- Developing and implementing processes, procedures, or methods to improve efficiency and productivity in creating quotations.
- Ensuring that all regulations are followed and reporting any violations to management.
- Conduct audits of current processes to identify opportunities for improvement.
- Developing or modifying policies, procedures, and protocols for new or existing programs Training staff on new or updated processes to ensure effective implementation. Contributing to the creation of policies, procedures, and guidelines in close cooperation with the Global Process Lead and Senior Process Managers
- stakeholder management.
- Prepared and reviewed technical documents, including batch records, protocols, reports, and standard operating procedures (SOPs).
- Was responsible for dealing professionally with confidential information while performing several aspects of assigned work
- Analyzing data to identify trends or suggest improvements to processes.
- Coordinating with other departments to ensure that information is accurate and up to date.
- Communicating process changes to all affected parties such as customers, suppliers, vendors, employees, etc.
- Develop computer programs to automate processes
Customer Service Representative
Square(FoundEver)
02.2021 - 01.2023
- Effectively solving customers inquiries from US/CA/AU/GB/FR through phone calls and emails using several internal resources like sales force
- Identify discrepancies in clients' sales, deposits, and import the inventory that has errors and help them resolve issues.
- Use customer relationship management software (CRM) to manage customer interactions and track customer information, orders, and schedules.
- Developed easier projects that improve support-related processes and our customers' technical support experience
- Wrote tutorials, how-to videos, and other technical articles shared with team members and uploaded on a client's website for availability and use.
- Worked on highly complex customer problems by helping them troubleshoot devices and software's needed to support the merchants business.
- Ensured all issues are properly logged within SFDC, JIRA and support programs.
- Identifying errors and following up with engineers on product bugs and features.
- Advocate for customers by identifying trends in issues and suggesting improvements in processes, policies, and products(hardware).
- Collaborate with members of other teams to root out answers and be a resource to teammates.
- Effectively made use of internal statistical tools, and financial and communication software to root out solutions for complex inquiries.
- Helped in troubleshooting 3rd party hardware like printers, Registers, and barcodes.
- Helped Merchants track their orders that might have been delayed with delivery which may have been lost in transit.
- Provided customer service to queries merchants had and received 96% survey on average of 289 calls that would get in a week.
- Responding to multiple emails as quickly as possible and being an active listener during calls in order to understand and provide Solutions to their problems.
- Adhered to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction
HR Administrative Assistant
Zesco
10.2018 - 10.2019
- Assisted HR managers with recruitment, record maintenance, and payroll processing, and provide clerical support to all employees.
- Maintains accurate and up-to-date human resource files, records, and documentation.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Maintained office supplies, distributed mail, and process invoices for payment
- Performed internal and external audits and research and administrative reviews of programs and plans to support HR administration
- Answered and redirected incoming phone calls for office.
- Developed and implemented policies and procedures to use for recruitment, employee relations and benefits administration.
- Coordinated itineraries and scheduled appointments for human resources staff.
- Assist the Marketing Department with the coordination of customized mailings.
- Supported coordination of benefits open enrollment activities and process.
- Provided short-term coverage for Partners or Principals who may be in the midst of an Executive Assistant assignment transition or who are new to the Firm.
- Provided training and support to new Administrative Assistants.
- Participated in team meetings and projects with an eye to improving processes and the overall performance of the Executive Assistant team.
- Carry out any other tasks given by the Line Manager within the scope of the job to ensure effective delivery and development of the service.
Education
Bachelor of Science - Dietetics And Nutrition
Vistula University School of Hospitality
Warsaw Poland 03.2023
Skills
RELEVANT SKILLS
- Strategic Planning
- Critical thinking
- Good listeners and
- Good communicator
- Responsible problem
- Analysis Detail
- Orientated Team Building
TECHNICAL SKILLS
- Troubleshooting hardware
- Keynote
- Microsoft Office (excel,powerpoint,wordetc)
- Writing (wordpress, technical writing)
- Linux SAP Social media Skills,
- SEO Skills and CRM Skills
OTHER ADDITIONAL SKILL
- Transcribing Meetings and Messages
- Applicant Tracking Systems
- Resume Screening
- Call Center Operations
- Conflict Mediation
- Customer Retention Strategies
- Staff Training
- Team Development
- Executive Assistance
Accomplishments
- Achieved a certificate as the best employee in my team who had maintained KPI for consistently 8 months with a score of 98 %, Also managed to sell 84 products in 6 months by providing surveys to customers. During my customer service job.
- Used Microsoft Excel to develop inventory tracking spreadsheets during our production period.
- Collaborated with a team of 7 in the development of the new project that was been Tested before going Live and made sure to complete most of the cases in the minimum time given therefore was selected as the best employee of the project.
Languages
Bemba
Native language
English
Proficient
C2
French
Advanced
C1
Chinese (Mandarin)
Intermediate
B1
Important
I agree that my personal data will be processed by (company name) in order to recruit for the position I am applying for. I also consent to the process of my personal data by (company name) for the purposes of any future recruitment processes. I agree to the processing of personal data provided in this document for realizing the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).Photo only on Polish CV/for Polish employers/optional.
Timeline
Senior Delivery Specialist
NGA Human Resources(Alight)
06.2023 - Current
Senior Executive(Processing Specialist)
Infosys
06.2022 - 03.2023
Customer Service Representative
Square(FoundEver)
02.2021 - 01.2023
HR Administrative Assistant
Zesco
10.2018 - 10.2019
Bachelor of Science - Dietetics And Nutrition
Vistula University School of Hospitality
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