Kierston Young
Marina,CA
Summary
Seeking to utilize excellent communication, interpersonal, and organizational skills to complete tasks. Reliable with a good work ethic and the ability to quickly adapt to new tasks and environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Grants Manager
Coalition of Homeless Services Providers
Seaside, CA
07.2023 - Current
- Oversee the state & federal local competition process (ex: letters of interest, bidders
- Conference, request for proposal, rank and review, and more)
- In partnership with the Executive Director, lead the application process for state and federal opportunities including HHAP, Annual HUD application, Youth Homeless Demonstration Program along with new funding availability
- Oversee the implementation of the federal programs (ex: YHDP, Annual Continuum Of Care Federal NOFO
- Programs,etc) and state programs (HHAP, HHIP etc.) as needed
- Pursue new and additional funding that substantiates the Continuum of Care's efforts in creating an equitable system
- Oversee grants management software
- Provide & coordinate technical assistance to grant applicants & grant recipients
- Maintain and follow Contract Tracking spreadsheet to assure all grants are processed and deadlines are met
- Policies and Procedures Support with the creation and implementation standards
- Monitor Continuum of Care-funded organizations for contract performance and adherence to program regulations
- Create metrics and milestones to monitor the effectiveness of programs
- Oversee the implementation of Continuum of Care operations by sub-recipients – providing guidance to the staff monitoring contracts and providing/developing Continuum of Care policy training as necessary
- Update policies and procedures, ensuring inclusivity and design policies that reinforce diversity in the workplace
- Coordinate onsite visits to ensure compliance with up-to-date policies & procedures Equity
- Develop and implement a DEI strategy for homeless services providers
- In partnership with the Executive Director, design and execute homelessness response training programs that achieve diversity and inclusion strategic initiatives
- Lead efforts in lifting up the voices of people experiencing homelessness by developing and maintaining a platform for them to influence programming
- Attend local, State and federal trainings to ensure the transfer of best practices as it relates to DEI
- Support local leaders to identify and remove potential bias from service provision
- Assists in the annual Racial Disparity Analysis.
Bid Officer
Excelligence. Learning Corporation
Monterey, CA
04.2005 - 12.2020
- Evaluate state contracts and/or bid proposals that fall within the scope of the company
- Sell the company's products and services to early childhood program owners, directors and school districts
- Provide detailed bid pricing after a thorough review of margin, profitability, and delivery location within the United States, US territories and federal (GSA)
- Multi-task to coordinate purchase, timely delivery and follow-up service for multiple customers simultaneously
- Maintain a series of reports in Excel
- Market services through various channels within the company
- Developed and maintained relationships with customers and suppliers through account development
- Cross-trained existing employees to maximize team agility and performance
- Maintained professional, organized, and safe environment for employees and patrons
- Accomplished multiple tasks within established timeframes
- Maximized performance by monitoring daily activities and mentoring team members
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on the same page and working toward established business goals
- Developed and implemented business strategies to achieve business goals and stay competitive
- Improved marketing to attract new customers and promote business
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Defined clear targets and objectives and communicated to other team members
- Launched quality assurance practices for each phase of development
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Established team priorities, maintained schedules, and monitored performance
- Leveraged data and analytics to make informed decisions and drive business improvements.
Personal Service Manager
Excelligence Learning Corporation
Monterey, CA
07.2001 - 04.2005
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Met with customers to discuss service needs and offer available solutions
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Provided primary customer support to internal and external customers
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for products, services, and company information
- Utilized customer service software to manage interactions and track customer satisfaction
- Developed customer service policies and procedures to meet and exceed industry service standards
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Handled customer inquiries and suggestions courteously and professionally
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Processed customer service orders promptly to increase customer satisfaction
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Tracked customer service cases and updated service software with customer information
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Educated customers about billing, payment processing and supporting policies and procedures
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Followed up with customers about resolved issues to maintain high standards of customer service
- Met customer call guidelines for service levels, handling time and productivity
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Managed timely and effective replacement of damaged or missing products.
Education
Business Marketing -
Western Governors University, Utah
05.2025
Skills
- Grants Coordination
- Funding Proposals
- Operational Efficiency
- Grant Applications
- Employee Performance Reviews
- Monthly Reporting
- Sourcing Opportunities
- Preparing Grant Proposals
- Managing Requests
- Customer Accounts Management
Certification
- HMIS
- CARS
- California Notary Public
Timeline
Grants Manager
Coalition of Homeless Services Providers
07.2023 - Current
Bid Officer
Excelligence. Learning Corporation
04.2005 - 12.2020
Personal Service Manager
Excelligence Learning Corporation
07.2001 - 04.2005
Business Marketing -
Western Governors University, Utah
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