Call Center Executive Assistant

KIERSTON YOUNG

Summerville, South Carolina *************@*****.***

PROFESSIONAL SUMMARY

Result-driven sales and operations professional with over 15 years of experience leading call center teams, supporting executive leadership, and managing multi-channel operations. Proficient in calendar management, travel coordination, executive correspondence, and document preparation. Skilled in staff training, performance review, forecasting, and cultivating a results-oriented team culture. Seeking an Executive Assistant role to apply strong organizational, communication, and administrative expertise within a fast-paced, goal-oriented environment.

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CORE COMPETENCIES

• Sales Team Leadership & Development

• Call Center Operations & Oversight

• KPI Monitoring & Performance Optimization

• Strategic Forecasting & Workforce Management

• Sales Training, Coaching, & Mentorship

• Stakeholder Engagement & Contract Oversight

• Federal/State Compliance & Audit Support

• CRM & Sales Process Optimization

• Data-Driven Sales Strategies & Analysis

• Bookkeeping & Financial Support

• Accounts Payable & Receivable Processing

• Bank Reconciliation & Expense Tracking

• Financial Reporting & Month-End Close Assistance

• Office Operations & Supply Management

• Calendar Management & Meeting Coordination

• Document, Presentation, & Report Preparation

• Internal & External Communications Handling

• Centralized Office Inquiry & Correspondence Management PROFESSIONAL EXPERIENCE

GRANTS MANAGER EXECUTIVE ASSISTANT

Coalition of Homeless Services Providers – Seaside, CA 07/2023–Present

• Lead reporting and operational oversight of state and federal grant programs

(YHDP/HUD NOFO), ensuring compliance and accountability.

• Supervise internal staff and stakeholders, providing guidance, training, and operational support.

• Streamline data reporting and analytics to optimize performance and adhere to compliance requirements.

• Provide executive-level administrative support including calendar management, document preparation, and correspondence handling for senior leadership.

• Oversee office operations, maintain records, manage vendor relations, and coordinate meetings and events to support organizational efficiency. BID OFFICER – FEDERAL & STATE CONTRACTS

Excelligence Learning Corporation – Monterey, CA 04/2005–12/2020

• Developed pricing strategies and submitted competitive bids for federal, state, and GSA contracts, ensuring compliance and alignment with service and revenue objectives.

• Created and implemented internal data tracking and reporting infrastructure to align operational KPIs with revenue and service metrics.

• Supported cross-functional departments in aligning service capabilities and pricing with customer expectations.

• Averaged $300,000 per month in shipped sales over a 15-year period, demonstrating consistent revenue generation and performance.

• Provided high-level executive assistance to senior managers including travel arrangements, meeting coordination, and reporting.

• Managed office administrative tasks such as supply inventory, vendor communication, and scheduling support functions.

PERSONAL SERVICE MANAGER – CALL CENTER OPERATIONS

Excelligence Learning Corporation – Monterey, CA 07/2001–04/2005

• Directed daily call center operations for inbound and outbound sales and service staff.

• Created and implemented service standards and dashboards to measure performance, reduce escalations, and achieve revenue and service KPIs.

• Trained, coached, and developed staff, leading to significant improvements in first call resolution, conversion, and customer satisfaction.

• Answered 80–100 calls per day, including inbound sales and customer service inquiries.

• Processed incoming orders via fax, email, and website, ensuring seamless and accurate transaction handling.

• Monitored staff performance (call metrics, conversion rates, QA), conducted daily team meetings, and facilitated performance reviews.

EDUCATION

Bachelor of Science in Psychology (In Progress)

Western Governors University, UT Expected Completion: May 2026 CERTIFICATIONS & TECHNICAL SKILLS

HMIS Certified CARS Certified

Technical Proficiency: MS Excel (Advanced), Google Sheets, SQL (Basic), CRM Software, Grants Management Systems, Call Center Dashboards, Forecasting & Workforce Management Tools

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