Kate Kuwong

Bilingual Customer Support and Process specialist with nearly 10 years of experience in BPO operations, supporting international customer and stakeholders in English and French. Experienced in customer service, account receivable, collections, cash application, dispute resolution escalation, reporting and process support. Strong communicator and problem solver with proven ability to handle sensitive customer situation, investigate account concerns, coordinate with internal teams, maintain accurate records, and meet client service-level requirements.

Also experienced in training and supporting new team members. Highly adaptable, detail-oriented, dependable and prepared to work effectively in a customer-focused environment.

• Provide customer and client support through telephone, email and virtual meetings in English and French.
• Manage customer inquiries and concerns involving invoices, payments, disputes and account information.
• Conduct collection activities through calls, emails and other communication channels to support timely payment of outstanding invoices.
• Handle customer escalations and coordinate with internal departments and stakeholders to resolve complex account issues.
• Register, investigate and follow up on customer disputes through resolution
• Maintain accurate customer information, account records, statement and documentation.
• Process and verify customer payments and ensure accurate posting and allocation to customer accounts.
• Perform reconciliation of credit notes, deduction, and payment discrepancies.
• Prepare operational reports and data outputs while working toward agreed Service Level Agreements (SLA) and client objectives.
• Review and validate process-related work to ensure accuracy and compliance with established procedures.
• Support onboarding and training of newly hired employees through process guidance and knowledge sharing.
• Participate in Lean, Six Sigma, basic accounting training, knowledge-management, and process improvement initiatives.

Bachelor’s Degree - Private Law - University of Douala, Cameroon (2011)