Kaleena Lewis
Aurora,CO
Summary
Experienced management personnel bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Facilitates healthy work environments and interactions in order to increase productivity within the workplace. Attentive and active listener who creates a workplace that is welcoming of all ideas, ensuring that all points of view are heard and accounted for.
Overview
22
22
years of professional experience
Work History
Customer Service Supervisor
United States Postal Service, USPS
11.2007 - Current
- Coached employees through day-to-day work and complex problems
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Guided employees and aided them in their pursuit to upward mobility
- Interceded between employees during arguments and diffused tense situations
- Monitored front areas so that questions could be promptly addressed
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch
Optometry Technician
Costco Optical
04.2002 - 07.2009
- Managed administrative duties with phone reception, appointment scheduling and payment processing.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
- Instructed patients on contact lens insertion and removal and lens care guidelines.
- Filled and dispensed eyeglass prescriptions, fitting frames, lenses and contact lenses for comfort and convenience.
- Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
- Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
Education
Bachelor of Science - Business Management
Colorado State University Global
Online05.2012
High School Diploma -
Overland High School
Aurora, CO05.2001
Skills
- Maintaining Clean Work Areas
- Key Performance Indicators (KPIs)
- Workflow Schedules
- Account Management
- Customer Relationship Management
- Corrective Actions
- Fluent in Microsoft Office
- Facilitate positive communication and dialogue amongst employees
Fluent in American Sign Language (ASL)
Grew up in a household with a deaf sister, thus learning ASL. Surrounded by those apart of the deaf community, offering any assistance via interpretation (when necessary) in order to uphold Inclusivity.
Additional Information
I take pride in increasing company business through communication with outside parties and informing them of ways to connect.
I am an avid learner; I am constantly acquiring new skills that can be applied to both work and everyday life (ie. Basic maintenance work that can be used in a variety of spaces, different problem solving techniques, etc.).
Languages
American Sign Language
Native or Bilingual
Timeline
Customer Service Supervisor
United States Postal Service, USPS
11.2007 - Current
Optometry Technician
Costco Optical
04.2002 - 07.2009
Bachelor of Science - Business Management
Colorado State University Global
High School Diploma -
Overland High School
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