Ingrid Lang

INGRID LANG - - 100 Mawensi Rd, Nairobi PROFESSIONAL SUMMARY I am an experienced, accomplished and multi-skilled professional who is not afraid to tread new paths. I have a proven track record of excellence in high responsibility supportive, client facing, business development, legal and administrative roles; providing comprehensive support to C-Suite executives. I am skilled at interpersonal communication, seamlessly managing diverse tasks, problem solving, decision making and I demonstrate high standards of professionalism and work ethic. I recognise the role of team work at the work place while still delivering superbly on a personal level. I communicate in a personal and relatable fashion and I am eager to contribute my expertise towards a rewarding career. EXPERIENCE ROWCAL LLC, USA June 2024 - Present HOA Specialist Overseeing community operations, handling resident concerns, and facilitating community events Staying abreast with local, state, and federal regulations affecting HOAs Managing all correspondence with residents, board members, and vendors Mediating disputes between residents and addressing complaints Facilitating registered access to HOA amenities Setting up homeowners on the organization’s digital platforms Collaborating with contractors, service providers, and managing service contracts Coordinating maintenance and improvement projects within communities Advising homeowners on their ledgers; special assessments, liens, collection status Coordinating with accounting to rectify errors in financial reporting Maintaining accurate records of interactions with homeowners, board members and service providers Collaborating with Community Managers to ensure escalations are addressed effectively Ensuring that the SLAs in the organization are fully complied with INGRID LANG - - 100 Mawensi Rd, Nairobi EXPERIENCE (CONTINUED) TECHNO BRAIN KENYA Trainer, Risk & Compliance - US Debt Collection July 2023-June 2024 Conducting risk assessments through evaluating problem areas in the work of employees that may create compliance challenges Monitoring and evaluating compliance with laws, regulations, industry standards, and internal policies through routine and secret auditing of employee workflows Mitigating legal and regulatory risks through refresher training of employees on current and emerging industry regulations Training new hires on industry compliance expectations and risk areas Developing, reviewing and enhancing internal policies to align with those of clients Developing and delivering training programs to sensitize employees on compliance requirements, ethical standards and best practices Promoting a culture of compliance and integrity in the organization Investigating non-compliance and policy violations, preparing reports and recommending corrective actions to management Formulating tests to be used in compliance evaluations and incorporating learning management systems in training to ensure efficiency in organizing and managing training data Collaborating with cross-functional teams to align on compliance initiatives and risk mitigation strategies INGRID LANG - - 100 Mawensi Rd, Nairobi EXPERIENCE (CONTINUED) SOLGATES KENYA (formerly RALAK & CO) June 2021 - June 2024 Executive Assistant / Administrative Officer Drafted and handled all office correspondence via mail and email professionally Screened mail and incoming calls before transfer to the appropriate person Scheduled appointments and undertook calendar management Coordinated meetings; including scheduling, making arrangements for out-of-office meetings and preparing talking points, agendas, minutes, presentations, reports Maintained an effective physical and online document management system Updated the organization’s contact database for relevant partners and clients Recorded accurate inventory of all office supplies and procured replenishments Screened invoices for accuracy before presentation for action Managed business travel logistics for executives; visas, expense claims, flights, accommodation Planned and coordinated events, employee engagement activities and trainings Prepared the office budget, expense reports and processed expense claims Acted as a focal point for all things administration and executive support Researched on appointed projects, prepared well-written reports and tracked projects TECHNO BRAIN KENYA January 2022 - June 2023 Customer Service Representative - US Market Answered all questions from calling customers Provided information about the company's products and services Listened actively to customer concerns and validated them Walked customers through payment trouble shooting and setup processes Processed card and electronic check payments over the phone Handled confidential and sensitive data with discretion, reducing risk of fraud Responded to customer inquiries and challenges via chat, email and social media Provided simplified accurate information to ensure customer satisfaction Fostered positive relationships with clients to ensure retention Escalated qualified complex situations to managers and followed up on their resolution Collected and analyzed customer feedback to understand trends in escalations Shared knowledge with my team during meetings to better team performance INGRID LANG - - 100 Mawensi Road, Nairobi SKILLS Corporate communication Interpersonal skills Organization skills MS Office Suite Google Workspace Workflow optimization Records management Good judgement Action oriented Solutions oriented Attention to detail French fluency Critical thinking Multitasking Executive administration Diversity sensitive Project management tools Training instruction Prioritization Customer service Problem solving skills Training programs development EDUCATION KENYA SCHOOL OF LAW 2024 - Present Postgraduate Diploma, Law UNIVERSITY OF NAIROBI 2020 - 2023 Bachelor of Laws, LLB (Hons) ALLIANCE FRANÇAISE DE NAIROBI French Fluency Diploma DELF B2 Certification 2019 - 2020