Kiesha Mwaba
Frisco,TX
Summary
Objectives: To obtain a challenging and rewarding position in a reputable organization where my skills and experience in compliance management, customer service, administrative support, and caregiving can be utilized to drive organizational success and growth. I am dedicated, detail-oriented, and possess excellent communication and problem-solving skills, making me an asset to any team. Professional Summary: I am a dedicated and results-oriented professional with over 5 years of experience in compliance management, customer service, administrative support, and caregiving. I have a proven track record of ensuring compliance with regulations and procedures, managing customer inquiries and concerns, providing high-quality administrative support, and delivering excellent care to patients. I possess exceptional organizational, communication, and problem-solving skills, and I thrive in fast-paced environments. I am now seeking a challenging role in a dynamic organization that values excellence and innovation.
Overview
5
5
years of professional experience
Work History
Finance Manager and Publicity Secretary
Pamodzi Association
01.2019 - Current
- Prepare or direct preparation of financial statements, business activity reports, financial position forecasts, annual Budgets, or reports required by regulatory agencies
- Supervise employees performing financial reporting, accounting, billing, collections, payroll, and budgeting duties
- Maintain current knowledge of organizational policies and procedures, federal and state policies and directives, and current accounting standards
- Respond to requests for information from the media or designate an appropriate spokesperson or information source
- Prepare or edit organizational publications for internal and external audiences, including employee newsletters and stockholders' reports
- Prepare or deliver speeches to further public relations objectives.
Caregiver
Cerna Home Health Care
10.2018 - Current
- Provided assistance with activities of daily living, including grooming, bathing, dressing, and meal preparation Monitored and recorded vital signs and reported any changes to the nurse in charge
- Administered medications as prescribed by the nurse in charge
- Assisted with mobility and transfer of patients
- Provided companionship and emotional support to patients and their families.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted patients with self-administered medications.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Transported clients to and from medical appointments with safety and efficiency.
Personal Assistant
Hadara Global Group
02.2018 - 01.2023
- Organized important financial documents and receipts into company filing systems Made travel and dining arrangements for company members
- Created reports and briefs to present business metrics to company leaders
- Demonstrated composure and flexibility in stressful situations and regardless of competing priorities
- Scheduled meetings and appointments for senior-level staff members
- Recorded important meeting and administrative information and communicated notes to other employees
- Answered calls and emails from clients and delivered messages on behalf of executives
- Updated company accounts and customer information in business databases
- Managed high priority and confidential information
- Prioritized tasks keeping diligent track of project timelines and deadlines
- Served as first point of contact for company leaders and clients
- Distributed and ordered office supplies for various staff members and scheduled equipment repairs Addressed customer requests and queries and provided solutions to common problems
- Built long-term relationships with clients to promote brand reputation and secure continued business
- Communicated well with clients in writing, by phone and in person
- Checked on clients frequently to resolve concerns and answer questions
- Learned client preferences and dislikes to provide individualized service and increase satisfaction
- Created unique customer experiences, providing excellent service and attention to needs
- Possessed calm, professional and courteous attitude towards customers and colleagues.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained appropriate filing of personal and professional documentation.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Displayed absolute discretion at handling confidential information.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Attended meetings, took notes and tracked action items.
- Served as point of contact between clients and managerial staff.
- Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services.
- Documented and distributed meeting notes to identify, analyze, and improve workflows.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Maintained entire family's schedule and organized events.
Lead Manager
Mescage Home Health Care
03.2021 - 12.2022
- Supervising and managing a team of caregivers to ensure that clients receive high- quality care
- Conducting regular performance evaluations and providing feedback to caregivers
- Ensuring that caregivers are following all policies and procedures related to client care
- Managing client schedules and ensuring that all appointments are kept on time
- Ensuring that all client records are accurate and up-to-date
- Set overall vision and provided team leadership.
- Evaluated employee performance and coached and trained to improve weak areas.
- Delegated high volumes of work to empower team, build trust, and assist with professional development.
- Measured team performance and reported metrics to leadership team members.
- Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations.
- Helped foster culture of customer centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on customer success
- Liaised internally to focus on administrative and organizational matters and externally to concentrate on professional practice issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service Representative
Next Level Freight LLC
01.2021 - 02.2023
- Managed customer inquiries and complaints via phone, email, and chat and ensured timely resolution of issues
- Assisted customers with order placements, product inquiries, and issue resolution and provided recommendations for improvement
- Handled escalations and collaborated with cross-functional teams, including sales, marketing, and operations, to resolve complex issues and improve customer satisfaction
- Maintained accurate records of customer interactions and provided insights for improving customer service processes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
Compliance Manager
Roadpacer Transport LLC
08.2019 - 12.2021
- Designed and ensured compliance to compliance programs Worked with other team members to update policies and procedures Developed a webinar for Administrative and Maintenance policies and procedures Trained all applicable associates on policies and procedures currently in place Prior to training, internal audit scores ranged from 45%-65% After training, scores increased to 80%-95% Developed compliance policies and procedures for research Analyzed collected data and prepared reports Monitored audit programs for sales and marketing teams Managed efficient communication with various vendors..
Education
Associate - Primary Education
Mansa High School
Zambia 12.2015
Diploma - GED
Masala High School
Ndola12.2013
Skills
- Customer service
- Compliance management
- Audit and risk assessment
- Regulatory compliance
- Project management
- Communication
- Problem-solving
- Administrative support
- Workflow Coordination
- Customer Relationship Development
- Regulatory Compliance and Documentation
- Business Policies and Procedures
- Business Intelligence Gathering
- Manage Cash Flow
- Recruit Well-Qualified Staff
- Budgeting and Variance Analysis
- Human Resources Knowledge
- Customer Satisfaction
- Excellent Team Leadership
- Coaching and Training
- Plan Budgets
- Write Reports
- Coordinate Training
- Deal Negotiations
- Business Activity Tracking
- Financial Analysis
- Mentoring
Timeline
Lead Manager
Mescage Home Health Care
03.2021 - 12.2022
Customer Service Representative
Next Level Freight LLC
01.2021 - 02.2023
Compliance Manager
Roadpacer Transport LLC
08.2019 - 12.2021
Finance Manager and Publicity Secretary
Pamodzi Association
01.2019 - Current
Caregiver
Cerna Home Health Care
10.2018 - Current
Personal Assistant
Hadara Global Group
02.2018 - 01.2023
Associate - Primary Education
Mansa High School
Diploma - GED
Masala High School
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