Lead Account Specialist / Account Manager

Led billing dispute support and resolution activities for customers in a remote financial services environment. Managed dispute-related calls and documentation as part of a high-performing resolution team.

Completed approximately 10 dispute cases per hour while handling roughly 40 to 60 calls daily. Ranked in the top percentile of the team and disputes resolution department during first-quarter metrics, after progressing from entry-level customer service through two promotions.

Supported resident wellbeing by receiving concerns and forwarding complaints to appropriate leadership and office stakeholders.

Worked to maintain resident satisfaction with community services and coordinated with the office regarding service improvements and resident needs.

Served as a resident-facing coordinator, supporting resident relations and helping address service concerns within a residential community.

Applied customer service, communication, and issue-resolution skills to promote resident satisfaction and positive community experiences.

Provided concierge and front-facing customer service support for apartment residents and visitors.

Handled day-to-day resident interactions with a focus on professionalism, responsiveness, and service quality.

Managed administrative activities for an aviation consulting company, supporting operational coordination and office functions.

Used organizational, communication, and client-service skills to support business administration and daily operations.

Trained new cabin crew recruits and delivered refresher training for crew members already in service. Combined training and supervisory responsibilities with approximately 90 to 100 flight hours per month.

Led and supervised teams of approximately 15 to 20 cabin crew members. Recognized by crew members as an effective supervisor and instructor for being impartial, fair, and direct.

Performed flight purser responsibilities for the national carrier of the Republic of Rwanda, supporting cabin operations and passenger service.

Applied leadership, safety, communication, and service-delivery skills in an aviation environment.

Provided in-flight customer service and supported passenger safety for RwandAir.

Completed aviation service responsibilities while following safety, emergency, and operational procedures.

Managed administrative and operational activities for an audio solutions organization.

Supported business operations through coordination, organization, and administrative management.

Provided direct administrative support to the Chief Executive Officer.

Assisted with coordination, communication, scheduling, and executive support activities.

Supported promotional activities for Uganda Telecom.

Engaged with customers and represented telecommunications services in a client-facing capacity.

Worked as a sub-editor for Rwanda Newsline.

Supported editorial review, written content quality, and publication-related activities.

Completed a Bachelor of Arts in Social Sciences. Majored in Political Science with an International Relations focus and minored in Sociology.

Completed Uganda Advanced Certificate of Education studies.

Completed a financial literacy class through Discover Financial Services.