KAVONNE FOSTER LEWIS
Washington,DC
Summary
Adept at individualized counseling and building strong client relationships, I significantly enhanced resident success at Little Debbie's Second Chance Home. My expertise in case documentation and empathetic approach have consistently improved client satisfaction and program outcomes, showcasing my ability to lead with confidence and compassion.
Overview
16
16
years of professional experience
Work History
Residential Couselor/Case Manager
Little Debbie's Second Chance Home
Decatur, GA
07.2007 - 09.2023
- Collaborated with counselors to develop counseling programs that addressed student needs.
- Provided guidance and support to clients in need of assistance with daily living skills.
- Conducted regular rounds to keep residents and areas safe and secure.
- Facilitated group meetings, activities, and workshops for clients to help them develop social and interpersonal skills.
- Administered, coordinated or recommended disciplinary and corrective actions.
- Performed regular room checks for cleanliness standards as well as security purposes.
- Completed daily resident welfare checks and coordinated with facility staff to meet resident needs.
- Communicated with staff to resolve problems with individual students.
- Accompanied and supervised students during meals.
- Made regular rounds to keep residents and areas safe and secure.
- Interfaced with residents to address and resolve complaints or grievances.
- Provided appropriate feedback and information to help residents succeed in program.
Clerical/Customer Service Representative
Department of Human Services/Rental Assistance Pro
Atlanta, GA
05.2020 - 10.2021
- Contacted customers about potential service upgrades, new services and account changes.
- Developed strong relationships with customers by providing personalized assistance and support.
- Updated databases with new and modified customer data.
- Identified opportunities for upselling additional products or services based on customer needs.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained a high level of professionalism when dealing with difficult customers.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided top quality control and eliminated downtime to maximize revenue.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Provided exceptional customer service to ensure customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries via phone, email, and chat.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed positive relationships with customers through friendly interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Business Administration
JEFFERSON BUSINESS COLLEE
Washington, D.C.Skills
- Individualized counseling
- Utilization review
- Patient support
- Case documentation
- Shared governance
- Empathy and compassion
- Records management
- Care coordination
- Clear communication
- Client relationship management
- Treatment Planning
- Report writing
- Relationship building
- Conflict resolution
- Family education programs
- Documentation and reporting
- Risk assessment
- Patient needs assessment
- Intervention plans
- Decision-making
- Goal setting
Timeline
Clerical/Customer Service Representative
Department of Human Services/Rental Assistance Pro
05.2020 - 10.2021
Residential Couselor/Case Manager
Little Debbie's Second Chance Home
07.2007 - 09.2023
Business Administration
JEFFERSON BUSINESS COLLEE
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