KIMBERLY VANLEW
Buffalo,NY
Summary
Seasoned Assistant with strong leadership, problem-solving, time-management, and organizational abilities refined and enhanced in a client-focused setting. Able to work independently as well as a team player. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
19
19
years of professional experience
Work History
Office Manager/Intake Coordinator
Best Self Behavioral Health
05.2019 - Current
- Promoted from Customer Service Representative to Senior Customer Service Representative after 2 months of hire based on quality and productivity metrics
- Provide superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problem
- Performed accurate data input in various systems such as: Sharepoint, Cerner and Collaborabte
- Created spreadsheets our program currently uses to collect and keep data.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Reported to senior management on organizational performance and progress toward goals.
- Evaluated employee records and productivity and submitted evaluation reports.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Expedited critical cases through close coordination with clinical teams, reducing wait times for essential services.
- Entered referrals into appropriate system based on type of referral obtained.
- Developed strong relationships with referral sources, resulting in increased referrals for services provided by the organization.
- Enhanced office productivity by handling high volume of callers per day.
- Established rapport with patients through empathetic listening skills and providing relevant information regarding their care plans.
- Trained new staff members on intake procedures, contributing to a well-prepared team.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Customer Service Representative
Spectrum
01.2018 - 09.2018
- Processed an average of 50 plus inbound calls per day and responded to consumers concerns, questions and comments regarding internet and telephone repair
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Documented all customer promises and updated customer information on the companies computer system
- Handled escalated customer service calls efficiently and professionally, achieving customer satisfaction while adhering to company policies and procedures
- Maintain a positive working relationship with existing and future accounts by providing impeccable customer service and product knowledge.
Assistant
Law Office of Ayoka Tucker
05.2005 - 12.2017
- Experience calendaring drafting retainer agreements and transcribing
- Composed and handled attorney and client correspondence and billing with advanced knowledge of Microsoft suite
- Experienced in arranging executive travel arrangements, maintaining extensive file management systems, proficient proofreading, and appointment scheduling
- Filed court proceedings and documentations
- Assisted with court proceedings, which included obtaining discovery and scheduling court appearances and process serving.
Education
Regrnts - Business Administration
Iroquois Senior High School
Elma, NY06.1985
Skills
- Inventory Control
- Communication
- Customer Service
- CRM
- Scheduling Appointments
- Data Entry
- Outbound Calls
- Customer Accounts
- Check-In
- Excel
- Microsoft Office Suite
- Sharepoint
- Collaborate
- Process Service
- Calendar Management
- Train Associates
- Bill Clients
- Languages
- English
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Customer Relations
- Clear oral/written communication
- Scheduling and calendar management
- Administrative Support
- Document Management
- Relationship Building
- Mail handling
- Staff Management
- Employee Supervision
- Staff hiring
- Supply Management
- Employee Training
- Policy Implementation
- Team Supervision
- Workflow Planning
- Compliance Monitoring
- Information Protection
- Computer Skills
- MS Office
- Decision-Making
- Customer Relationship Management
- Professional and Courteous
- Team Leadership
Personal Information
Title: Senior Customer Service Representative
Timeline
Office Manager/Intake Coordinator
Best Self Behavioral Health
05.2019 - Current
Customer Service Representative
Spectrum
01.2018 - 09.2018
Assistant
Law Office of Ayoka Tucker
05.2005 - 12.2017
Regrnts - Business Administration
Iroquois Senior High School
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