Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Keshia Keller

Temecula,USA

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

21
21
years of professional experience

Work History

Business Office Manager

Cohen Military Family Clinic
Oceanside, CA
02.2023 - Current
  • Responsible for monitoring privacy policies and PHI security in a mental health clinic setting.
  • Managed CARF accreditation requirements, including clinic inspections, safety drills, and compliance oversight.
  • Coordinated mental health care for active-duty service members, veterans, and their family members.
  • Oversaw accounts payable and monthly financial reconciliation.
  • Provided data management and IT support coordination.
  • Facilitated all billing and insurance claims.
  • Generate and analyze reports related to billing and reimbursement.
  • VIP guest oversight including FLOTUS and other high ranking military and government officials.
  • Worked with community partners for clinic room rentals, and event planning.
  • Performed clinic tours for partners and potential clients.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Recruited and trained new employees to meet job requirements.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Coordinated travel arrangements for employees as needed.
  • Implemented policies and procedures to ensure compliance with local regulations.
  • Evaluated office processes to report opportunities for improvement to leadership.
  • Assisted with HR activities such as recruitment, interviewing candidates and onboarding new hires.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Enhanced office environment to ensure a safe, clean, and productive workplace for all employees.
  • Assigned work and monitored performance of project personnel.
  • Supervised business office staff and administrators, driving office operations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Acted as liaison between management team members, staff and external vendors.
  • Assisted in strategic planning and execution to support overall business objectives.
  • Maintained accurate records of customer accounts and transactions.

Front Office Coordinator

Cohen Military Family Clinic
Oceanside, CA
02.2022 - 02.2023
  • Answered incoming calls to schedule mental health therapy for post-9/11 veterans, active-duty service members, and their families.
  • Ensured accuracy of data entry into the computer system.
  • Scheduled existing clients for talk therapy, psychiatric evaluations, medication management, and case management appointments.
  • Managed client check-ins for both virtual and in-person clients.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Answered telephones, screened calls, and directed inquiries to the appropriate staff member.
  • Worked with all referring organizations and physicians to ensure timely scheduling and follow-up.
  • Handled crisis calls to ensure clients are assisted immediately and with care by a clinician.
  • Supported peers with training and information related to internal processes.
  • Assisted with military events and outreach projects.
  • Took initiative to resolve customer complaints quickly and efficiently.
  • Monitored waiting area, ensuring cleanliness and compliance with safety protocols.

Office Manager

Blastpro Manufacturing
Orange, CA
05.2018 - 08.2021
  • Developed and maintained courteous and effective working relationships.
  • Proved successful at working within tight deadlines and a fast-paced atmosphere.
  • Scheduled and coordinated equipment rentals.
  • Assist walk-in clients with retail part sales.
  • Created and implemented new administrative processes and procedures.
  • Facilitated Department of Transportation requirements for new drivers.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve the overall performance of personnel.
  • Optimized organizational systems for payment collections, accounts payable/accounts receivable, deposits, and recordkeeping.
  • Utilized client and staff feedback to maintain customer partnerships, and increase revenue.
  • Compared vendor prices and negotiated for optimal savings.
  • Oversaw office inventory activities by ordering, requisitioning, stocking, and receiving shipments.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Received inbound calls and initiated outbound daily calls to introduce customers to products and services offered.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Greeted incoming visitors and customers professionally, and provided friendly, knowledgeable assistance.
  • Maintained meticulous records of all repair work that was made to machines and equipment.

Community Association Manager

Associated Asset Management
Bernalillo, NM
05.2013 - 09.2013
  • Direct managerial oversight of four single-family communities.
  • Addressed and quickly resolved resident complaints with speedy, knowledgeable support.
  • Promoted positive company and owner relationships through proactive attention to concerns.
  • Administered property-related budgets, reviewed invoices, and tracked costs.
  • Communicated effectively with owners, residents, and on-site associates.
  • Responsible for monthly financial oversight, including A/R and A/P.
  • Scheduled, prepared, and conducted board meetings.
  • Recorded and distributed meeting minutes.
  • Worked with CPA firms to facilitate annual financial audits.
  • Secured community services, including pool and fitness facility maintenance, landscaping, and waste removal.
  • Enforced compliance with community regulations and guidelines.
  • Developed and adhered to community budgetary restrictions in collaboration with the board of directors.
  • Conducted inspections of property grounds, buildings, and equipment to identify maintenance concerns and direct timely repairs.
  • Responded to all Common Area Maintenance inquiries.

Director of Customer Relations

Associa Canyon Gate
Albuquerque, NM
09.2008 - 09.2012
  • Created a quality assurance program for the customer service department.
  • Provided ongoing support to the CEO and Vice President.
  • Acted as the direct supervisor for the customer service and financial services departments.
  • Assisted community managers with account dispute resolution and escalated calls.
  • Provided support to community managers, accounting, and covenants compliance departments.
  • Established a partnership with a collection agency and legal firms for delinquent accounts.
  • Created a business development program for marketing prospective clients.
  • Coordinated individual duties after careful evaluation of each person's skill level, and knowledge.
  • Achieved all specific team objectives and collection activity.
  • Developed a highly efficient administrative team through ongoing coaching and professional development.
  • Increased employee retention by implementing new management strategies.
  • Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.

Escrow Officer

Commerce Title Company of Albuquerque New Mexico
11.2006 - 12.2007
  • Managed Centex Homes Santa Fe Closings.
  • Coordinated loan closings with lenders.
  • Responsible for accurate disbursement of funds.
  • Met critical deadlines for closings.
  • Prepared Settlement Statements.
  • Built lasting relationships with lenders in Santa Fe and Albuquerque.
  • Provided education to new homebuyers.
  • Handled calendar of scheduled closings for Commerce/Centex Homes.
  • Coordinated with several different departments within Centex Homes and CTX Mortgage.
  • Responsible for daily recording and oversight of critical documents.
  • Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.
  • Forwarded title clearing documentation to title officer for approval.
  • Prepared documents for closing and handled complete disbursement and follow up of escrow transactions.
  • Checked signatures and legal descriptions for accuracy and integrity.
  • Followed-up on status of releases, policies and return of recorded documents.
  • Initiated escrow transactions, processed deposits and mailed out forms and preliminary title reports for review.
  • Returned executed loan packages to lender for review and approval in accordance with lender instructions.
  • Prepared and delivered projected HUD-1 settlement statements to lender upon request
  • Compiled closing packages for drafting and presentation accuracy.
  • Monitored pipelines to track and log status of loans.

Escrow Assistant

Rio Grande Title of Albuquerque New Mexico
08.2004 - 11.2006
  • Worked with homebuyers and sellers on a daily basis throughout their closing process.
  • Handled large amounts of loan documents.
  • Responsible for accurate disbursement of funds
  • Met critical deadlines for closings.
  • Ordered necessary work completion and information for each transaction within our unit.
  • Partnered with lenders, real estate brokers and attorneys to ensure complete and accurate transactions.
  • Scheduled loan document signings and gathered required paperwork.
  • Studied and clarified buyer, seller and lender instructions to determine escrow requirements.
  • Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.
  • Prepared estimated closing statements for both buyers and sellers.

Education

B.S - Counseling Psychology

Oral Roberts University
Tulsa, OK
04.2019

Skills

  • Financial management
  • Billing coordination
  • Policy implementation
  • Customer service
  • Electronic medical records (EMR) systems
  • Staff training and development
  • Employee onboarding
  • Operational oversight
  • Facility management
  • Vendor engagement

Additional Information

Graduated 'Cum Laude' with 3.7 GPA, Star Performer of the Year, Individual Achievement Award, Star Performer Leadership Award

Timeline

Business Office Manager

Cohen Military Family Clinic
02.2023 - Current

Front Office Coordinator

Cohen Military Family Clinic
02.2022 - 02.2023

Office Manager

Blastpro Manufacturing
05.2018 - 08.2021

Community Association Manager

Associated Asset Management
05.2013 - 09.2013

Director of Customer Relations

Associa Canyon Gate
09.2008 - 09.2012

Escrow Officer

Commerce Title Company of Albuquerque New Mexico
11.2006 - 12.2007

Escrow Assistant

Rio Grande Title of Albuquerque New Mexico
08.2004 - 11.2006

B.S - Counseling Psychology

Oral Roberts University

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Keshia Keller