Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Keira Brown

Kahnawake,QC

Summary

Experienced professional with a strong background in management, customer service, and executive support. Skilled in leading teams, optimizing processes, and driving business growth. Adept at managing schedules, coordinating high-level meetings, and maintaining seamless operations. Handles sensitive matters with discretion and consistently supports leadership with insightful solutions. Dedicated to enhancing team dynamics and achieving organizational goals.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Executive Assistant - Family Services Directors

Kahnawake Shakotiia'takehnhas Community Services (KSCS)
02.2024 - Current
  • Provided advanced administrative support to the Directors of Family Services regarding organizational operations and clinical functions.
  • Facilitated meetings by managing schedules, organizing logistics, creating agendas, recording minutes, and generating necessary documentation.
  • Maintained accurate records of expenses related to team building outings, organizational events, trainings, travel, catering, promotional merchandise, and Visa charges.
  • Drafted and managed Independent Service Contracts with external service providers, ensuring the facilitation of timely payments and verifying scope of contracted service delivery.
  • Established administrative procedures to simplify daily tasks, increasing accuracy, efficiency, and quality.
  • Completed other tasks and responsibilities as requested by the Directors.

Administrative Assistant II - Youth Protection

Kahnawake Shakotiia'takehnhas Community Services (KSCS)
08.2023 - 02.2024
  • Assisted caseworkers with their caseloads, providing administrative support while ensuring accurate and compliant record-keeping through scanning and uploading essential documents into the case management system.
  • Organized document filing system to ensure accurate record-keeping and eliminate duplicate or unnecessary files; additionally, transformed handwritten supervision and contact notes into a format compatible with digital upload, maintaining strict confidentiality protocols.
  • Managed scheduling and organization of Team meetings, including drafting agendas, recording minutes, and generating documents.
  • Collaborated with caseworkers and supervisors to restructure mandated Case Review scheduling and revise related SOPs, ensuring alignment with recommendations.
  • Maintained accurate records of caseworkers' expenses and miscellaneous client expenditures.
  • Handled various additional responsibilities as per the needs of caseworkers and supervisors.

Customer Service Team Leader

SportsInteraction.com
09.2022 - 08.2023
  • Directed team of 15+ Customer Service agents under the supervision of the department Director - monitored work quality and motivated agent's performance to meet expected production/satisfaction targets.
  • Coordinated team's day-to-day work schedules to ensure adequate coverage throughout rotating shift times; booked overtime coverage and assisted with workload as needed.
  • Oversaw light disciplinary/feedback processes, completed bi-weekly performance reviews, and offered coaching/training to positively impact customer service delivery.
  • Maintained customer satisfaction with professional management of complex escalated customer concerns; documented customer and employee complaints to identify unfavorable trends.
  • Collaborated with various internal departments to find alternative resolutions and conduct further reviews on customer accounts/queries when needed.
  • Attended and organized team meetings, and took minutes as required.

Commercial Account Executive

Alliance Pest Services
01.2022 - 07.2022
  • Managed client relationships and resolved service requests for 80+ commercial accounts, resulting in increased sales under the supervision of the Director of Customer Service.
  • Managed all client inquiries regarding invoicing, contract terms, service schedules, and reports while actively pursuing the renewal of expired or soon-to-expire contracts.
  • Conducted inspections at service locations to assess conditions, identify infestations, and isolate potential sources. Proposed IPM-based solutions, services, and equipment after analyzing findings; prepared detailed reports of findings.
  • Reviewed equipment orders to verify attributes of merchandise for service locations; made additional recommendations and upsold components when possible.
  • Coordinated daily routes for 3+ Service Technicians, enhancing operational output and fostering positive team interactions.
  • Organized and led client meetings, presenting detailed business/service overviews to drive new sales and expand revenue streams.

Administrative Assistant

Alliance Pest Services
09.2021 - 01.2022
  • Monitored Accounts Receivable reports and regularly reviewed for late or delinquent invoices/payments.
  • Managed electronic payment systems to streamline cash, credit, debit, and cheque transactions and reduce accounting errors; developed and updated spreadsheets to track, analyze, and report on productivity and collections data.
  • Proactively contacted customers via phone, email, and post to resolve account/balance discrepancies related to longstanding or forgotten debts, confusion, and payment refusal due to service dissatisfaction; examined customer account history and coordinated collections arrangements, ranging from payment plans to debt negotiations/write-offs.
  • Assisted the sister company, AviAway, with the drafting of project proposals, client onboarding, proofs of insurance, invoicing processes, and collection of retainers - occasionally facilitated the delivery of materials to meet job-site timelines
  • Completed various other tasks as assigned by management.

Customer Service Representative

SportsInteraction.com
10.2020 - 04.2021
  • Answered over 75+ incoming calls, chats, and emails daily - provided frontline support for customer issues related to balance discrepancies, site Terms and Conditions, Casino/Sportsbook play, Responsible Gaming, KYC (know your client) Verifications, and Withdrawal/Deposit methods and timelines
  • Escalated customer concerns and complaints to supervisors/associated departments for further rectification or investigation when needed - alternatively, worked with management/relevant departments to find favorable outcomes for complex customer queries
  • Maintained extensive knowledge of current/past promotional offers and systems, client bonus structures, internal Security and Payments processes, and Sportsbook/Casino bet types and games to cultivate positive customer interactions
  • Demonstrated excellent communication skills and professional proficiency by consistently meeting monthly production/satisfaction goals; remained receptive to all constructive criticism/feedback.

Education

A.S. in Business Administration -

Middlesex College
Edison, NJ
05.2020

Skills

  • Executive Support
  • Administrative Support
  • Staff Management
  • Account Management
  • Teamwork and Collaboration
  • Client Relations
  • Problem-Solving
  • Workflow Optimization

Languages

English
Native or Bilingual
French
Limited Working

Certification

  • Cosmetology and Hairstyling - 2017
  • OSHA - 10/30 - General Industry


Timeline

Executive Assistant - Family Services Directors

Kahnawake Shakotiia'takehnhas Community Services (KSCS)
02.2024 - Current

Administrative Assistant II - Youth Protection

Kahnawake Shakotiia'takehnhas Community Services (KSCS)
08.2023 - 02.2024

Customer Service Team Leader

SportsInteraction.com
09.2022 - 08.2023

Commercial Account Executive

Alliance Pest Services
01.2022 - 07.2022

Administrative Assistant

Alliance Pest Services
09.2021 - 01.2022

Customer Service Representative

SportsInteraction.com
10.2020 - 04.2021

A.S. in Business Administration -

Middlesex College

Similar Profiles

CREATE PROFILE
Keira Brown