Benjamin Langwemy Tshinguta

• Client Account Management: Managed a diverse portfolio of business clients, fostering trust through proactive check-ins, tailored service optimization, and strategic upselling, consistently exceeding satisfaction and retention targets. ( For several months)

• Prospect Conversion & Client Acquisition: Identified and qualified business leads through outbound outreach and CRM insights; converted prospects into active accounts by aligning solutions with operational needs, contributing to a sustained increase in monthly activations.

• Negotiation & Business Development: Led contract negotiations with small, medium, big and corporate-sized enterprises, balancing client constraints with Telus offerings to secure win-win agreements and uncover cross-sell opportunities in a competitive telecom landscape.

• Market & Competitor Awareness: Monitored regional telecom trends, pricing shifts, and competitor promotions to position solutions effectively, adapting sales pitches and bundling strategies to stay ahead of market dynamics.

• CRM & Pipeline Management: Utilized Salesforce and internal CRM tools to track lead progression, manage follow-ups, and maintain detailed client records ensuring timely engagement and accurate forecasting.

• Performance Analytics & Sales Optimization: Analyzed sales metrics, churn patterns, and client feedback to refine outreach strategies, improve conversion rates, and support data-informed decision-making across the sales cycle.
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• Bilingual Communication (French & English): Delivered seamless service to a bilingual client base by translating technical mobility solutions into clear, actionable terms, bridging cultural nuances and enhancing client confidence.

• Client Retention & Issue Resolution: Acted as a trusted advisor during service disruptions or billing concerns, de-escalating issues with empathy and precision to preserve long-term business relationships.

• Strategic Thinking & Adaptive Problem-Solving: Anticipated client objections and operational constraints, crafting agile solutions that balanced Telus’s business goals with client satisfaction and long-term value.

• Keep student records and profile cards up to date as required or requested
• Provide appropriate feedback to students on their coursework.
• Evaluate student progress and provide appropriate feedback
• Assist students in developing language skills such as grammar, pronunciation,
and vocabulary
• Create and maintain a stimulating learning environment
• Organize activities and materials to promote student learning
• Attend professional development seminars and workshops

• Developed curriculum for beginner, intermediate, and advanced levels of French instruction, ensuring progression and continuity between levels.
• Adapted instructional materials according to changing standards or curricular requirements set forth by educational institutions.
• Managed classroom behavior effectively by establishing clear expectations and maintaining a supportive atmosphere conducive to learning.

• Company Overview: Security - Surveillance

CCTV Surveillance Systems Knowledge – Understanding monitoring protocols, security risks, and alarm response procedures.

Incident Analysis & Risk Assessment – Evaluating escalated cases to determine appropriate intervention strategies.

Real-Time Troubleshooting – Managing urgent client inquiries and security alerts with precision.

Compliance & Process Optimization – Ensuring adherence to security guidelines while improving operational efficiency.

Bilingual Communication (French & English) – Handling escalations seamlessly across multilingual clients and teams.

Conflict Resolution & Crisis Management – Addressing high-priority concerns with professionalism and diplomacy.

Stakeholder Coordination – Liaising with internal departments and external security teams to facilitate issue resolution.

Detailed Documentation & Reporting – Recording incidents and resolutions for transparency and process improvement.

• Supporting corporate clients in French and English across post-sales, service assurance, and first-level issue resolution.

• Delivered bilingual support to business clients, ensuring smooth post-sales experiences and resolving service-related concerns with clarity, empathy, and professionalism.
• Acted as the first point of contact for mobility and connectivity issues, guiding users through practical solutions and coordinating with internal teams for timely resolution.
• Logged and tracked all client interactions using internal systems, ensuring transparency, follow-up, and accountability across departments.
• Collaborated with technical teams to escalate complex service disruptions, ensuring clients received timely updates and clear expectations.
• Assisted clients with account access, service configuration, and usage optimization, helping them get the most value from Airtel’s offerings.
• Managed warranty claims and service requests, coordinating replacements and follow-ups while maintaining client trust.
• Supported internal knowledge sharing by mentoring junior team members and contributing to process improvements.
• Maintained high satisfaction scores by consistently exceeding service-level expectations and turning challenges into opportunities for loyalty-building.
• Supervised a team of 10 representatives, providing guidance, performance feedback, and support in handling sensitive or escalated cases.