Kazemia Terry

• Utilized omnichannel management system to provide efficient customer support and issue resolution in high-volume environment
• Identified customer software product needs and implemented proactive steps to build exceptional customer experiences.
• Promoted customer loyalty and brand value by demonstrating advanced product knowledge, educating customers on self-serve options, and recommending products and services tailored to customer needs
• Achieved and maintained a 97% Customer Satisfaction Rating by implementing a Customer-First Mindset and displaying a positive attitude, empathy & active listening
• Leveraged effective troubleshooting methods to support clients with software concerns

• Accurately and efficiently charted 30 provider/patient encounters daily, including patient’s medical history, physical examinations, diagnostic tests, and treatment plans.
• Precisely entered patient data into electronic medical records (EMR) system, making certain to review and edit all relevant transcript details for accuracy and verification of information
• Created comprehensive electronic records filing system by categorizing patient charts to maximize organization and accessibility for providers
• Facilitated effective communication between healthcare providers, patients, and other medical personnel, ensuring accurate and timely transmission of information, including coordinating referrals, scheduling appointments, and relaying messages.
• Demonstrated confidentiality and adherence to data protection protocols, safeguarding patient information and ensuring compliance with HIPAA regulations.
• Remained up to date on medical terminology, procedures, and common diagnoses to provide knowledgeable support to healthcare providers, improving efficiency and ensuring accurate documentation.

• Implemented Customer-First mindset with forward-thinking strategies focused on meeting customer’s expectations through accuracy, availability, partnership, & advice
• Maintained a First Contact Resolution rating of 94% by demonstrating a positive attitude, genuine care & compassion, empathy, and active listening to quickly isolate and take ownership of customer issues to establish a resolution that fits.
• Leveraged omnichannel strategy to quickly respond to customers and assist with account-related inquiries; identify, investigate, and troubleshoot issues; and implement appropriate escalation procedures to ensure consistently high level of support
• Evaluated customer feedback to reveal growth areas and create SMART goals for improvement
• Collected and documented information from customer interactions, including key points, resolutions, follow-up actions, and any info that enhanced customer service database and developed impactful insights for future interactions

• Assisted Team USA athletes, coaches, and other team-related members with all Nike-endorsed athletic wear needs and ensured top-quality service and efficiency in determining best resolution for each contact
• Leveraged effective oral and written communication skills to build positive relationships with customers and sports experts
• Analyzed weekly data reports to strengthen performance metrics and meet KPI goals
• Effectively collaborated with internal and external stakeholders to identify opportunities, address challenging situations, and deliver innovative solutions
• Promoted customer loyalty by demonstrating advanced product knowledge, educating customers on self-serve options, and recommending products and services
• Achieved and maintained a 96% Customer Satisfaction Rating by implementing a Customer-First Mindset and displaying a positive attitude, empathy & active listening

• Provided purpose-driven professional development to assist educators with improving instructional practices in remote, blended learning
• Implemented competency-based, holistic approach to blended learning
• Created strong partnerships with U.S. School Districts to facilitate high-quality training and deliver personalized support to Blended Learning Ambassadors
• Supervised and supported educators through completion of six micro-credential competencies to earn a Blended Learning Micro-Endorsement
• Effectively facilitated 1 to 1 and small group support sessions, professional learning community meetings, whole group training seminars, and live classroom learning events via multiple web-conferencing applications and learning management systems
• Promoted educator engagement by implementing robust, virtual discussion platform for educators to collaborate and participate in group discussions
• Partnered cross-functionally with Content Management and Client Services Teams to ensure exceptional support at every stage of each teacher’s program journey

• Appointed by school administration as Lead Instructional Training Coordinator to supervise staff training in innovative instructional methods, student-centered classroom practices, and Project-Based, as well as Game-Based Learning techniques
• Developed and executed Project-Based, Problem-Based, and Game-Based curriculum
• Facilitated whole group, small group & 1 to 1 sessions to personalize student support and modified curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
• Crafted weekly communication tracker to build and maintain strong relationships with families, as well as ensure students and parents had access to ongoing communication
• Leveraged personal skills and expertise, career prep resources, and collaboration with industry professionals and other educators to develop challenging and rigorous career prep curriculum

Instructional Coach Responsibilities:

• Demonstrated exemplary leadership, coaching, and mentoring techniques and instructional design skills resulting in rapid promotion into Master Coach role
• Supervised and mentored Central Region Team of 16 Instructional Coaches
• Advised caseload of 40+ Central Region educators, providing strengths-based instructional guidance and personalized support with targeted goal-setting
• Analyzed weekly data reports to implement GROW Coaching Model and drive personalized coaching plans to support educators in creating valuable action plans
• Implemented Adult Learning Theories to effectively facilitate whole group, small group, and 1 to 1 coaching sessions, as well as regional and national coaching staff meetings
• Researched current trends in virtual teaching to promote and model effective teaching practices and instructional methods for educators
• Continually expanded professional growth by setting and reaching continuous stream of goals, researching, and implementing coaching, leadership, and innovative teaching best practices, and completing 60 hours. of coursework in Adult Learning Theory

Talent Acquisition Coordinator Responsibilities:

• Applied innovative strategies, sourcing best practices, and maintained highly structured Applicant Tracking System to manage every stage of candidate lifecycle
• Crafted and coordinated successful national onboarding program for all new hire staff members while maintaining satisfaction rating of 98% among new staff.
• Acquired exceptional candidates by utilizing various pre-interview assessments and interviewing methods and establishing strong, supportive relationships with candidates