Summary
Overview
Work History
Education
Skills
Technology
Timeline
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Kim Ward

Kim Ward

Brandon,MS

Summary

High-energy education and training coordinator familiar with developing and establishing clear training plans and putting together useful support materials to promote advancements in education. Well-versed in operating under tight schedules and with little supervision. Contributes twenty years of experience in training, teaching and mentoring professionals in corporate and educational environments. Top-notch planner, organizer and problem-solver. Goal-driven trainer successful in developing interesting and successful training programs. First-rate problem-solving, program management and team-building abilities. Enthusiastic training professional successful at developing training plans and supplementary materials to help students and professionals excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.

Overview

28
28
years of professional experience

Work History

Educator/Trainer/Academic Intervention Facilitator

Various School Districts
, Ms, Fl
08.2002 - Current
  • Produced training materials to engage and educate teachers.
  • Educated, coached and mentored new teachers.
  • Identified and communicated to department staff regarding areas needing additional training and education.
  • Applied various teaching aids to minimize learning gaps and instruct and motivate students.
  • Optimized day-to-day instruction to align educational strategies with industry best practices.
  • Oversaw curriculum development and implementation in alignment with best practices.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Planned, formulated and assessed goals, policies, and activities designed to implement educational objectives and performance standards.
  • Updated school curriculum to integrate technology and enhance quality of student education.
  • Collaborated with school board officials to assess areas for improvement in curricula, classrooms, testing and student activities.
  • Built and delivered learning content according to priority and scope.
  • Effectively implemented best training practices and adult learning principles in planning and creation of instructional materials.
  • Teamed with subject matter experts in evaluation and revision of training tools in order to continually improve learning platforms.

Office Manager

Cellular Unlimited
Lakeland, FL
11.1999 - 07.2002
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Updated reports, managed accounts, and generated reports for company database.
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Coordinated special projects and managed schedules.
  • Delivered performance reviews, recommending additional training or advancements.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Delivered new employee onboarding and training sessions.

Call Center Supervisor

ICT Group
Lakeland, FL
08.1995 - 11.1999
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Supervised 10 CSRs in providing excellent customer service to callers requiring assistance for billing and technical issues.
  • Trained team members on performance metrics and consumer behavior identification.
  • Executed Monthly Performance Plans with representatives to identify production gaps.
  • Managed scheduling for agents and product specialists to foster increased productivity.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Evaluated data to identify trends and determine customer service needs.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.

Education

Master of Arts - Education

Mississippi State University
Starkville, MS
05.2008

Bachelor of Science - Business Management

University of South Florida
Tampa, FL
05.1998

Skills

  • Online/Virtual Training
  • Adult Learning Principles
  • Presentations and Presentation Materials
  • Program Management
  • Client Retention
  • Customer Satisfaction
  • Program Performance Assessment
  • Curriculum Design
  • Develop Training Programs, Manuals and Materials
  • Workshop Teaching and Public Speaking
  • Training, Coaching and Development
  • Data Analysis

Technology

  • LMS
  • Mac/OS
  • Windows software.
  • SaaS
  • Virtual training software
  • Microsoft Office
  • Google apps


Timeline

Educator/Trainer/Academic Intervention Facilitator

Various School Districts
08.2002 - Current

Office Manager

Cellular Unlimited
11.1999 - 07.2002

Call Center Supervisor

ICT Group
08.1995 - 11.1999

Master of Arts - Education

Mississippi State University

Bachelor of Science - Business Management

University of South Florida

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Kim Ward