Kimberly Lewis
Customer Service / Administrative Professional
Burbank,United States
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
8
8
years of professional experience
Work History
Virtual Administrative Assistant
IDSGT Foundation
Los Angeles, CA
01.2020 - 05.2022
- Managed client and volunteer CRM input, exports and clean up.
- Conferred with customers by telephone, chat or email to provide information.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Updated company's website and created newsletter, graphics and social media posts.
- Maintained supervisor's calendar and set up reminders for meetings and appointments.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Delivered exceptional customer service to clients and handled deescalation's with ease.
- Provided onboarding and guidance for volunteers and conducted individual follow-up meetings to assure understanding and accuracy.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
Grievance Specialist
Los Angeles Homeless Services Authority
Los Angeles, CA
01.2017 - 01.2020
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Delivered services to various provider locations within specific timeframes.
- Consulted with clients to understand needs and provided excellent service to attain satisfactory outcomes.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Prepared variety of different written communications, reports and documents.
- Handled over 100 calls per day to address client complaints and inquiries.
- Mediated discussions between client and service providers in attempt to resolve differences.
- Reduced grievances by 65% by educating service provider's frontline staff on techniques for enhancing interactions between clients and providers.
- Spearheaded and implemented the first CRM for the department to better handle and address grievances.
Program Coordinator
Our House Inc
Los Angeles, CA
10.2014 - 12.2016
- Organized and managed program development from conception through successful execution.
- Led onboarding activities for program participants to equip them for daily responsibilities and activities.
- Managed web content updates, ongoing site maintenance and monthly newsletters.
- Assisted with community resources for healthcare and mental health.
- Prepared monthly reports on client outcomes for upper management.
- Gathered and organized printed materials required for program participation.
- Advocated for clients, helping to identify and resolve conflicts.
- Led projects and analyzed data to identify opportunities for improvement.
Education
University of San Diego
San Diego, CASkills
Office management
undefinedTimeline
Virtual Administrative Assistant
IDSGT Foundation
01.2020 - 05.2022
Grievance Specialist
Los Angeles Homeless Services Authority
01.2017 - 01.2020
Program Coordinator
Our House Inc
10.2014 - 12.2016
University of San Diego
Technical Abilities
- Advanced knowledge Microsoft Office and Windows (all versions
- Adobe Acrobat
- CRM's (Act!, Salesforce, Zoho, etc.)
- WordPress
- HTML5
- Constant Contact, Mailchimp, Mailerlite, etc.
- Technical writing
- Social Media implementation and management
- Social media graphics
- Presentations
- G-Suite
- Knowledge of multiple software programs and ease of learning new ones
...and much more.
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