Karen Ndalama

Karen Ndalama Business Administration Specialist Email-| Phone:- | LinkedIn: www.linkedin.com/in/karen-ndalama- Professional Summary Proactive and results-driven professional with over two years of experience in claims management, operational troubleshooting, and customer relationship management in dynamic remote environments. Experienced in managing multiple tasks, addressing operational inefficiencies, and ensuring compliance with legal and quality standards. Proven track record in engaging directly with customers, enhancing satisfaction, and maintaining high service levels. Familiar with SaaS tools and skilled in cross-team collaboration to ensure seamless operations. Key Skills ● ● ● ● ● ● ● ● Operational Troubleshooting and Issue Resolution Customer Service and Engagement Claims and Document Management Strategic Thinking and Problem Solving SaaS Product Operations (Familiar with AI tools like ChatGPT) Knowledge Base Management and Documentation Cross-Team Collaboration and Leadership Effective Communication and Multitasking Professional Experience Senior Claims/Foreclosure Specialist Financial Services International Outsourcing (Remote) January 2024 – Present ● ● ● Spearhead claim filing, documentation, and tracking to ensure timely and high-quality resolutions. Troubleshoot and resolve real-time operational issues, maintaining product reliability. Review complex legal documents (foreclosure deeds, mortgage assignments) for compliance and accuracy. ● ● ● Directly engage with customers via email and phone, maintaining professionalism and empathy. Collaborate across teams, ensuring timely communication and seamless issue resolution. Manage a team of junior specialists, mentoring them to improve accuracy and efficiency. Key Achievements: ● ● ● Surpassed SLA targets with a 100% compliance rate, contributing to operational reliability. Successfully mentored junior team members, leading to a measurable improvement in task accuracy. Increased overall efficiency in claims processing through streamlined workflows. Claims Specialist Financial Services International Outsourcing (Remote) January 2023 – December 2023 ● ● ● ● Investigated claims to verify facts, assess liability, and identify inconsistencies. Ensured data integrity by accurately inputting claim details and maintaining comprehensive records. Engaged directly with customers to address inquiries and resolve issues, enhancing satisfaction. Analyzed claims for potential fraud and escalated cases requiring further investigation. Key Achievements: ● Promoted to Senior Claims Specialist for exceptional accuracy and operational excellence. Human Resource and Administration Assistant Financial Services International Outsourcing January 2022 – December 2022 ● ● ● Supported recruitment, onboarding, and record management processes. Coordinated employee engagement initiatives and managed compliance documentation. Streamlined administrative operations, including correspondence and resource management. Key Achievements: ● Improved data accuracy, enhancing the reliability of HR systems. ● Received positive performance feedback, leading to consideration for permanent placement. Customer Executive Varun Beverages Limited 2020 ● ● ● Ensured efficient operations within a designated region, tracking customer purchasing trends. Collaborated with delivery teams to meet customer expectations, ensuring timely service. Delivered data-driven insights to enhance sales strategies and operational improvements. Education Bachelor of Arts (Hons) in Business Studies University of Greenwich, UK | 2020 Diploma L6 in Business Management ZCAS University/ABE | 2014 – 2017 Grade 12 Certificate Chudleigh House School, Lusaka, Zambia | 2011 – 2013 Relevant Certifications ● ● ● Employee Engagement – LinkedIn Phone-Based Customer Service – LinkedIn Writing Customer Service Emails – LinkedIn Technical Skills ● ● ● Microsoft Office Suite (Word, Excel, Teams, PowerPoint) Legacy Systems Management and Reporting Tools Zoho People, LPS, MSP Leadership ● Chairperson, Incito Savings Group – Oversaw savings operations, achieving annual savings exceeding 2 million Kwacha. Hobbies ● Weekend Cycling References Lwando M’sichili Former Human Resources Manager, Financial Services International Outsourcing Phone: - | Email:-Mr. Richard Kajokoto Human Resources Manager, Varun Beverages Phone:- Mr. Lubosi Mwitumwa Lecturer, ZCAS University Phone:- | Email:-