Kiana Lucas
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. I am also a July 2021 graduate of Alamance Community College, with an Associate degree in Arts. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.Skilled in data entry, customer service, Vanillasoft, Microsoft Word applications, and overall communication.
- I am best described as a solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, and contribute to company success. Articulate, enthusiastic and results-oriented, with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
- Lastly, I have great multitasking and time management abilities, and I’m devoted to giving every customer a positive and memorable to experience.
Orderly and committed administrative assistant offering solid skills in customer relations and resilience to handle challenges of fast-paced environments. Bringing detail-oriented and decisive nature with sound judgment, good multitasking abilities and self-motivated nature. Comfortable working alone or with teams to accomplish on-time and accurate clerical tasks.
Overview
9
9
years of professional experience
Work History
Administrative assistant
W.C Construction
Durham, NC
09.2025 - Current
- Obtain Certificates of Insurance (COIs) from subcontractors and their insurance providers.
- Request payroll documentation from subcontractors to ensure Davis-Bacon compliance.
- Schedule maintenance appointments for field superintendents and company vehicles.
- Coordinate meetings and manage calendars to prevent scheduling conflicts.
- Maintain office operations, including inventory tracking and supply management.
- Assist with sales tax processing and reporting.
- Upload and review invoices in Procore.
- Maintain and update Excel spreadsheets for tracking, reporting, and organization.
- Answer and direct incoming calls to appropriate departments.
- Issue subcontracts and purchase orders (POs) to subcontractors.
- Attend bid meetings and participate in internal project huddle meetings.
- Receive and distribute package deliveries.
- Plan and coordinate employee birthday and company anniversary celebrations.
- File, scan, and distribute documents to appropriate team members.
- Enter and maintain data using Microsoft Excel and other office software.
- Notary Certified
Office Coordinator /Dispatcher
Plumbv / Happy Home HVAC
Durham
11.2024 - 09.2025
- Handled Training/ Onboarding for new hires
- Optimized technician dispatch schedules based on location, skill set, and urgency, improving on-time arrival rate.
- Used real time gps tracking to keep customers updated about technician ETAs.
- Identified and resolved communication gaps between field technicians and office staff to minimize delays and miscommunication.
- Conduct Training
- Used customer follow-up protocols to ensure satisfaction post-service and resolve outstanding issues promptly.
- Created call scripts and troubleshooting guides to improve consistency and professionalism in customer interactions.
- Dispatching technicians to jobs and updated customers accordingly
- Create purchase orders
- Coordinate service and office meetings
- Accounts receivables
- Tracked and analyzed customer feedback to identify service improvement areas and boost customer satisfaction scores.
- Developed proactive service reminders like (for annual maintenance), driving revenue and improving long-term customer relationships. (Membership Coordinator).
- Relayed messages or information using telephones.
- Reconciled customer accounts and resolved discrepancies.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support assistance.
- Assisted sister company when help is needed (Happy Home, HVAC)
- Service Titan experience
- Organized events such as team lunches or group activities to foster positive relationships between new hires and existing staff members.
Customer Service Representative
Sports Endeavors
Hillsborough
03.2024 - 11.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback to improve customer service
- Data entry
- Multitasking between 2 monitors
- Emails
- Used Microsoft teams to communicate with team
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Guest Advocate
Target
Burlington
07.2020 - 10.2024
- Greeted customers and provided assistance to ensure a positive shopping experience.
- Assisted with returns, exchanges, and refunds in accordance with company policy.
- Provided product knowledge to customers on the features and benefits of products.
- Maintained an organized workspace while stocking merchandise.
- Resolved customer complaints in a professional manner.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Maintained cash register, self checkout, and drive up orders.
Supervisor
Krispy Kreme
Burlington
07.2017 - 07.2020
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Trained, mentored, coached, evaluated, and terminated staff as necessary.
- Established and enforced clear goals to keep employees working collaboratively.
- Responded to customer questions regarding products, prices and availability.
Education
Associate in Arts - Art
Alamance Community College
Haw River, NCHigh School Diploma -
Durham School of the Arts
Durham, NCSome College (No Degree) - Human Resources Management
Southern New Hampshire University
Hooksett, NHSkills
- Human Resources trainee
- Scheduled Interviews
- Easily Trainable - open to feedback, eager to developing new skills
- Leadership Abilities
- Great overall communication
- Cash Handling Experience
- Computer Skills
- Microsoft suite
- Customer Satisfaction/ Customer Service
- Organizational Skills
- Team Player/ Problem Solver
- Adaptability - quickly adjusts to new environments and tasks
- Fast learner - proven ability to absorb and apply new information rapidly
- Motivated and dependable
- Supervising experience
- Data entry
- Typing
- Guest Relations
- Stress Tolerance
- Complaint Handling
- Information Protection
- Call Documentation
- CRM Software
- Data Entry
- Clerical Support
- Office Administration
- Calendar Management
- Scheduling
- Dispatching
- Accounts receivables
Contact
Burlington, NC 27215
References
- Veronica Viveros Financing Coordinator at Plumb V
- Letron Lawson, General manager at Krispy Kreme, 910-773-0498
- Jenaro Ocampo Service manager at Plumb V
Education and Training
true,Hooksett, NH,Durham, NC,Haw River, NC
Timeline
Administrative assistant
W.C Construction
09.2025 - Current
Office Coordinator /Dispatcher
Plumbv / Happy Home HVAC
11.2024 - 09.2025
Customer Service Representative
Sports Endeavors
03.2024 - 11.2024
Guest Advocate
Target
07.2020 - 10.2024
Supervisor
Krispy Kreme
07.2017 - 07.2020
Associate in Arts - Art
Alamance Community College
High School Diploma -
Durham School of the Arts
Some College (No Degree) - Human Resources Management
Southern New Hampshire University