Kimberly Lumbard
Howe,IN
Summary
Accomplished manager with a proven track record at Lima Township, enhancing community engagement and financial management. Expert in partnership building and facility management, demonstrating exceptional teamwork, communication, and problem-solving skills. Achieved significant improvements in service quality and safety, underpinned by a strong focus on active listening and reliability.
Overview
11
11
years of professional experience
Work History
Board of Trustee /Howe Community Center Manger
Lima Township
10.2021 - Current
- Improved financial management of the community center by regularly monitoring expenses and revenues, ensuring budgetary goals were met without compromising on the quality of services provided.
- Collaborated with local organizations for partnership opportunities and joint programming efforts, strengthening connections within the community.
- Increased safety measures for the facility through routine inspections and collaborating with local law enforcement agencies for emergency preparedness training sessions.
- Managed daily operations efficiently, including staff scheduling, budgeting, and overseeing facility maintenance.
- Increased community engagement by organizing and implementing various events, programs, and activities tailored to the diverse population of the center.
- Worked in collaboration with multidisciplinary teams and with community partners.
- Improved customer satisfaction through timely response to inquiries and concerns from community members, addressing issues effectively.
- Supervised maintenance, repair, safety and security of facility, materials and equipment.
Customer Service Representative Lead
Ridley /Alltech
03.2022 - 05.2024
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Mentored junior staff, providing guidance on best practices in customer service.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Maintained detailed records of all interactions with clients, ensuring accurate data collection for future reference.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction levels.
- Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Family Case Manager
Department of Child Services
03.2014 - 10.2021
- Ensured accurate documentation of case progress by maintaining detailed records and submitting timely reports to supervisors.
- Promoted family stability by connecting clients with appropriate community resources and services.
- Facilitated group workshops on topics such as parenting skills, stress management, and self-care to empower clients in their personal growth.
- Implemented tailored interventions based on client needs that led to positive outcomes such as increased school attendance or improved mental health status.
- Improved child safety by closely monitoring at-risk families and providing timely interventions when necessary.
- Utilized excellent time management skills to effectively juggle multiple cases concurrently while consistently meeting deadlines.
- Coordinated with other professionals, such as therapists, medical providers, and school personnel, to holistically address the unique needs of each family.
- Developed trusting relationships with clients through empathetic listening, non-judgmental support, and consistent follow-up on their progress.
- Provided crisis intervention and support during emergencies, prioritizing client safety and well-being above all else.
- Trained new Family Case Managers on agency protocols, best practices, and client engagement techniques to improve overall team performance.
Education
Bachelor of Science - Criminal Justice /Psychology
Trine University
Angola, IN05.2012
Skills
- Facility Management
- Partnership Building
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Problem-solving abilities
- Reliability
- Active Listening
- Effective Communication
- Written and verbal communication
- Self Motivation
Howe Lions Club member
As A Howe Lions Club member, I take an active roll in serving throughout the community. The Lions Club partners to help those in need and strengthen community.
Timeline
Customer Service Representative Lead
Ridley /Alltech
03.2022 - 05.2024
Board of Trustee /Howe Community Center Manger
Lima Township
10.2021 - Current
Family Case Manager
Department of Child Services
03.2014 - 10.2021
Bachelor of Science - Criminal Justice /Psychology
Trine University
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