Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ki’Ana Hart

Houston,TX

Summary

Accomplished Assistant Director at Happy Kids Stop in Play, adept in staff management and strategic planning. Leveraged data analysis to boost departmental performance significantly, fostering a collaborative environment that enhanced educational outcomes. Skilled in business development and staff coordination, consistently achieving and surpassing goals through innovative program implementation and effective team leadership. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

4
4
years of professional experience

Work History

Assistant Director

Happy Kids Stop in Play
02.2024 - Current
  • Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
  • Oversaw the recruitment, hiring, and onboarding process for new educators to maintain a high-quality teaching staff.
  • Implemented effective conflict resolution strategies for resolving issues among faculty members or between students.
  • Mentored new teachers through observation, feedback, and professional development opportunities.
  • Conducted regular safety drills to ensure preparedness in case of emergency situations at school premises.
  • Fostered a positive school culture by promoting open communication among staff members and celebrating successes together as a team.
  • Assisted the Director in developing innovative programs to improve students'' academic performance and retention rate.
  • Developed strong relationships with community partners to enhance educational opportunities for students.
  • Evaluated teacher performance through classroom observations and provided constructive feedback for improvement.
  • Planned and executed successful special events, such as college fairs, open houses, and parent-teacher conferences.
  • Ensured compliance with state education standards by regularly reviewing curriculum materials and teaching practices.
  • Implemented data-driven strategies for continuous improvement of instruction and curriculum alignment.
  • Increased student engagement by incorporating real-life examples and hands-on activities in lesson plans.
  • Coordinated field trips or off-campus activities that promote experiential learning opportunities outside the classroom setting.
  • Managed department budget to ensure adequate resources for staff development and instructional materials.
  • Led task force to address and resolve critical operational issues, restoring service levels and customer satisfaction.
  • Boosted departmental performance, establishing clear metrics and accountability standards.
  • Boosted staff morale and performance through implementation of comprehensive training and professional development program.

Call Center Team Lead

Access2Care
02.2023 - 05.2024
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
  • Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
  • Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
  • Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
  • Recommended products to customers, thoroughly explaining details.
  • Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
  • Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
  • Oversaw team of agents focused on calls.
  • Contributed to company growth by consistently meeting or exceeding sales targets through exceptional team leadership.
  • Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.
  • Boosted employee morale with regular recognition programs, fostering a positive work environment that encouraged productivity.
  • Balanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction.
  • Responded to customer requests for products, services, and company information.
  • Collaborated with other departments to ensure seamless coordination of efforts towards shared organizational goals.
  • Maintained up-to-date knowledge of industry trends and best practices, utilizing this information to guide the team''s ongoing development.
  • Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Teacher Coordinator

Lapetite Daycare
02.2022 - 05.2023
  • Increased parent involvement through regular communication, fostering a strong home-school connection and encouraging parental support in student learning.
  • Evaluated student progress regularly through formative assessments, adjusting instruction as needed to maximize learning outcomes.
  • Created safe and inclusive work environment of respect to promote positive teaching experience for teacher and assistance with diverse backgrounds.
  • Developed comprehensive lesson plans aligned with state standards, ensuring thorough coverage of required content while incorporating engaging activities for enhanced learning experiences.
  • Assisted in the organization of school events, contributing to a positive school culture and fostering a sense of community among staff, students, and parents.
  • Enhanced student comprehension by utilizing diverse teaching methods and instructional materials.
  • Accurately and completely recorded student progress and development in compliance with school policies and standards.
  • Assisted in the organization of school events, contributing to a positive school culture and fostering a sense of community among staff, students, and parents.
  • Improved student writing skills by providing clear feedback and guidance on assignments, resulting in higher assessment scores.
  • Participated in workshops, seminars, education programs and other activities promoting professional growth and development.
  • Assessed ongoing changes in behavior, circumstances, or conditions that may affect child safety and education.
  • Collaborated with colleagues to develop interdisciplinary lessons that connected subject areas and increased student understanding of complex concepts.
  • Boosted students'' critical thinking skills through engaging activities and collaborative projects.
  • Supported diverse learners by differentiating instruction and providing appropriate accommodations for individual needs, leading to improved academic performance.
  • Encouraged and monitored progress of individual students using assessment data to inform future instruction, both in class and with tutor.
  • Promoted a growth mindset among students by setting high expectations and celebrating progress, inspiring greater motivation to achieve academic goals.
  • Coordinated referrals, service planning and documentation of services for assigned caseload.
  • Established and communicated clear learning objectives for activities, distributing variety of learning materials and resources for use in educational activities.
  • Communicated student progress and needs to program staff and managing conservator.

Teacher

Kiddie Academy
04.2021 - 02.2022
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
  • Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
  • Completed daily reports, meal count sheets, and attendance logs.
  • Supervised recess, lunch and daily student intake and dismissal.
  • Supported student physical, mental, and social development using classroom games and activities.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Kept records of student progress for teachers and parents and made notes on behavior, grades, comprehension, and personal growth.
  • Established positive relationships with parents through effective communication, fostering parental involvement in their children''s education.
  • Worked with teacher to identify and target opportunities for instructional improvements.
  • Provided one-on-one and group-based learning support focused on student progress.

Call Center Representative

Triple AAA
07.2020 - 02.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Identified upselling opportunities to increase revenue generation.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Education

Cypress Ranch High School
Houston, TX
05.2019

Skills

  • Staff Management
  • Creative Direction
  • Strategic Planning
  • Data Analysis
  • Business Administration
  • Task Delegation
  • Staff Coordination
  • Business Development

Timeline

Assistant Director

Happy Kids Stop in Play
02.2024 - Current

Call Center Team Lead

Access2Care
02.2023 - 05.2024

Teacher Coordinator

Lapetite Daycare
02.2022 - 05.2023

Teacher

Kiddie Academy
04.2021 - 02.2022

Call Center Representative

Triple AAA
07.2020 - 02.2022

Cypress Ranch High School

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Ki’Ana Hart