Sonya A. Kemp Nkele
Los Angeles,CA
Summary
Accomplished Program Manager provides in-depth understanding of developing and implementing organizational strategies. Well-versed in spearheading new initiatives to support functional operations and project completion. Excellent aptitude for financial management, budgeting, procurement and contracting. Proficient in managing logistics analysis, including inventory, and supply chain performance. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Independent Living Program Manager
Aven Care Providers
Sherman Oaks
01.2024 - Current
- Initiated new program at start of 2024, reaching 24 clients within the year.
- Implemented plans designed for an individual's specific needs through visits and completing assessments.
- Implemented quality control measures to uphold company standards.
- Participated actively in brainstorming sessions focused on improving existing processes or creating innovative approaches for delivering services more efficiently.
- Implemented best practices in order to maximize efficiency of operations.
- Coordinated the integration of multiple projects within the program, ensuring cohesive progress and efficient resource allocation.
Client Care Coordinator/Recruiter Coordinator
Aven Care Providers
Sherman Oaks, CA
12.2023 - 01.2025
- Compiled feedback data to assess client satisfaction.
- Compiled retention rate statistics and key performance indicators into actionable insights.
- Executed detailed client intake procedure ensuring correct information for successful caregiver placement.
- Communicated with Regional Center to secure updated authorizations and essential documents.
- Completed scheduling for over 200 clients and caregivers.
- Managed healthcare needs for clients while coordinating with healthcare services.
- Communicating with care team members.
- Directing clients to available services and assistance programs.
- Managing client accounts and responding to inquiries.
- Scheduling appointments and assisting with billing inquiries.
- Acquired talent using a range of platforms such as job fairs and online recruitment sites.
- Streamlined the credential acquisition process to ensure compliance in onboarding.
Sales Manager
Mattress Firm
Hawthorne, CA
04.2019 - 12.2024
- Delivered 18% increase in sales over 24-month period by driving collaboration and leveraging effective sales processes across multiple regions
- Managed a team of 8 Salesforce users in 2 markets, optimizing their training and development with weekly objectives and goals: increased team performance by 28% by focusing on customer satisfaction, lead nurturing, product launches, and competitive analysis
- Established and maintained a comprehensive database of active buyers' profiles to effectively identify new prospects and connections
- Customer Service by completing orders, processing warranty claims, troubleshooting customer needs, and customer escalation
- Responsible for recruiting, onboarding, and training thru oral and written assignments
- Processed warranty claims analyzing problems to identify factors, gather pertinent data to resolve customer concerns
- Recognize solutions with customer needs in mind; planning and organizing work for sales teams of two stores; and communicating effectively both orally and in writing while interacting with District Manager, coaching team, and corresponding with customers
- Resolve customer issues and escalations while maintaining a positive and professional attitude to ensure customer retention and increase customer loyalty
- Demonstrate and explain product features and provide technical support
- Overseen key store operations including inventory management, merchandising, promotions, and sales reporting to enhance overall profitability
Store Owner/Manager
Doc Popcorn
Lakewood Mall
01.2013 - 01.2019
- Self-sufficiently built a successful business that thrived for five years due to hard work and high-quality customer service
- Drove operational excellence by reviewing profit and loss statements, performance data, customer feedback, and internal audit results to identify new opportunities for business growth
- Defined and translated strategic marketing, operational, service, and business priorities into actionable plans
- Ensured store was fully functional and met standards to include cleanliness, service, guest interactions, teamwork, execution of food, and sales
- Maintained vendor relations and inventory levels through strategic ordering and application of FIFO
- Expertly expanded client base by targeting untapped opportunities within the existing client base and pursuing new opportunities through social media marketing, networking, participation in community events, and referrals
- Key Achievement: Successfully transformed the business from an LLC to Franchise
- Key Achievement: Increased sales by 40% and decreased operating expenses by 8% within six months
Store and Training Manager
Verizon
Irvine, CA
07.2003 - 12.2013
- Set priorities and managed workflow/workload by planning and organizing to achieve operational, financial, and customer satisfaction standards of excellence
- Prioritized and executed workflow/workload to maximize resources
- Oversaw the effective management and completion of district-level projects
- Defined and monitored the achievement of Key Performance Indicators (KPIs)
- Applied strong business acumen to drive sales, analyze complex data, manage operating budget, and control expenses
- Recognize solutions by brainstorming with team; and communicating effectively both orally and in writing task and coaching including quarterly evaluations
- Drove sales by implementing targeted promotions and campaigns to increase sales by 10%, improved customer satisfaction scores by 9%, and reduced operating costs by 15%
- Researching and analyzing problems with customer bills to identify factors increasing cost, gather pertinent data from customer to resolve issues
Education
Bachelor of Science - Food Systems Management
California State University of Long Beach
Long Beach12.1984
Skills
- Proficient in Generations Healthcare Software
- Proficient in Axiscare Healthcare Software
- Sales Processing Systems
- Proficient in Microsoft Suite
- Program management
- Client assessments
- Project coordination
- Employee training
- Conflict resolution
- Time management
- Community outreach
- Critical thinking
- Onboarding and training
- P&L management
- Talent recruitment
Coursework
- Cal Grows and Caring for California Certificate Trainings.
- LIFO Life Orientation Training, Rialto, CA, Connecting with customers and teams.
- Magic of Selling and Guest Services, Disney Corporation, Anaheim, CA, Guest Satisfaction and Retention.
Certification
- Direct Support Professional 02/2024
Timeline
Independent Living Program Manager
Aven Care Providers
01.2024 - Current
Client Care Coordinator/Recruiter Coordinator
Aven Care Providers
12.2023 - 01.2025
Sales Manager
Mattress Firm
04.2019 - 12.2024
Store Owner/Manager
Doc Popcorn
01.2013 - 01.2019
Store and Training Manager
Verizon
07.2003 - 12.2013
Bachelor of Science - Food Systems Management
California State University of Long Beach
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