Customer Service Office Manager
Resume:
Naomi Ikimaka Lepa
Office management, Customer Service, Clerical, Retail, Hospitality, Banking
Lihue, HI 96766
**********@*****.***
Professional Summary
Director, Office manager or Admin positions. Customer service-oriented, banking, and hospitality professional with more than 20 years of experience in handling customer relations tasks. Proficient in providing a positive first-contact experience by efficiently determining the customer’s needs and fulfilling them promptly.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Deputy Director
Kauai Economic Opportunity, Incorporated (KEO)-Lihue, HI March 2024 to Present
Assist CEO. Oversee all programs: Homeless Shelter and Transitional Housing, Energy Assistance, Mediation, and Food Services.
Seasonal Multi-Unit Team Leader
H&R Block-Oregon City, OR
November 2023 to February 2024
• Provide leadership over three H&R Block tax offices.
• Provide leadership to the customer-centric teams in the offices I manage to accelerate their seasonal tax business.
• Serve as the front-line manager responsible for leadership and development of associates, delivering an outstanding client experience, and achieving all office related growth objectives for three tax offices.
• Prepare weekly schedules
• Set virtual daily huddle posts
General Manager
Polynesian Retail, LLC-Kapaa, HI
October 2020 to April 2023
Responsible for the overall management of the business by ensuring that both the operational and commercial sides run smoothly. Being the point of contact between the staff and customers, ensured all procedures and guidelines are being followed.
• Supervise, train, and assist employees in customer service, store maintenance, and product promotions.
• Seek ways to better promote the store, the product line, and the service within the store.
• Maintain proper inventory levels, ensure stocking, implement purchasing plans, and maintain contact with suppliers to ensure maximum efficiency in meeting sales goals.
• Manage all controllable costs with a view to maintaining profitability.
• Ensure the store remains clean and presentable at all times. Accounting Associate/Contact Center Agent/Member Services Kauai Gov't Employees Federal Credit Union-Lihue, HI October 2016 to November 2020
Responsible for maintaining financial records, running reports for management, and recording a wide range of financial transactions. Offered administrative and bookkeeping assistance to the CFO, prepare financial statements, and confirmed the accuracy of accounting database information.
• Monthly reconciliation of General Ledger accounts
• Processed Accounts payable & receivables
• Post daily journal entries
• Post-month-end journal vouchers
• Prepare monthly disbursement report
• Prepare monthly recovery report
• Reconcile investment accounts
• Prepare meal allowances for Staff & Volunteers
• Office supply orders
• Make travel arrangements for Executives, Board members, and staff
• Create Business accounts with vendors
Also was a Contact Center Agent/Member Services:
• Process Loan applications
• Process deposits, withdrawals, cashiers checks, loan payments, new accounts
• Assist members over the telephone with internal transfers of funds, process loan payments, online Banking, cash deposits, and any concerns or inquiries I may be able to assist with.
• Disbursed cashier's checks per member requests, print/email statements, or other banking documents such as Direct Deposit forms, etc.
• Answer Virtual Branch inquiries from Members
• Returned-mail filing
• Schedule Loan Appointments
• Early loan delinquency collection texts
• Mail out overdraft notices
Night Auditor
Wyndham Vacation Ownership Kauai Coast Resort-Kapaa, HI March 2015 to March 2017
Responsible for overseeing front desk duties during the night shift.
• Help Guests check in or check out
• Reviewing guest payments and other details from the day shift
• Reconcile receipts from the hotel restaurant
• Answer telephone and assist guests with concerns
• Assign the next day’s guest rooms
• Print End of Day reports and distribute them to executives Location Manager
Advantage/Dollar & Thrifty Car Rental-Lihue, HI
November 2012 to February 2015
Responsible for influencing customer satisfaction, increasing revenue, and overseeing operational effectiveness and quality. Supervised shift personnel and ensured operational success and financial profitability.
• Open and close rental contracts
• Track and maintain daily inventory both physical and computerized
• Promote and sell coverage and upgrades (additional insurance, GPS, rental car upgrades, etc.)
• Open and close location, safeguarding security measures
• Perform office duties: answering phones, ordering supplies, photocopying, handling routine inquiries, etc.
• Prepare reports and document daily work activities
• Address customer inquiries (explanation of charges, vehicle damages, directions, etc.)
• Support a team environment by assisting other agents, locations, and/or other areas when needed
• Train, supervise, and motivate team members
Credit Administration Officer
ANZ America Samoa Bank-Pago Pago, AS
July 1999 to February 2006
Responsible for obtaining, reviewing, and arranging all loan documents.
• Prepared loan closing packages.
• Input and updated loan data into financial institution computer system; assembled and verified loan documents for accuracy.
• Assist in research and analysis to develop or modify information systems.
• Assist with collections
• Handle loan customer complaints
• Vault filing
• Train new staff
Education
Human Resource Management (Master of Science)
SNHU-Remote
March 2025 to Present
Business with a Certificate in Human Resources (Bachelor's degree) University of Phoenix Online-Phoenix, AZ
March 2018 to June 2024
Skills
• Relationship management
• Office Management
• Public relations
• Recruiting
• Inside sales
• Customer service
• Microsoft Word
• Accounts payable
• Clerical experience
• Hospitality
• General Ledger Reconciliation
• Interviewing
• Schedule management
• Social media management
• ACH
• Hotel experience
• Bank Reconciliation
• Employment & labor law
• Purchasing
• Bookkeeping
• Google Docs
• Sales
• Debits & credits
• Microsoft Access
• Cash handling
• Communication skills
• Banking
• Payroll
• Office management
• General ledger reconciliation
• Conflict management
• Adobe Acrobat
• Microsoft Excel
• Negotiation
• QuickBooks
• Administrative experience
• Management
• Typing
• Account reconciliation
• Front desk
• Analysis skills
• Accounts receivable
• Account Reconciliation
• Events management
• Human resources
• Accounts Payable
• Cash management
• Training & development
• Construction
• Team management
• Supervising experience
• Tax experience
• Cash register
• Leadership
• Accounts Receivable
• Office manager experience
• Event Planning
• Microsoft Powerpoint
• Journal Entries
Certifications and Licenses
Food Handler Certification
General Contractor License
November 2023 to November 2025
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