Kimberly Adams-Francis
Martins Ferry,OH
Summary
Performance-driven leader with over 20 years of professional writing, customer service, and operations management experience, including 6+ years in supervisory and leadership roles. Expert in AI systems training, prompt engineering, quality assurance, and contract performance management. Proven record of improving service delivery, client retention, and financial performance through data-driven strategies and team development. Recognized for supporting AI performance optimization, employee training, and continuous process improvement. Skilled in financial audits, risk control, and cross-functional leadership in remote and on-site environments.
Overview
29
29
years of professional experience
Work History
AI Systems Trainer & Prompt Engineer — Independent Contractor
Various Confidential Clients
01.2022 - Current
- Design, implement, and test AI system prompts to evaluate reasoning, content generation, and accuracy.
- Conduct data-driven quality assurance testing to detect model bias, improve language processing, and enhance user experience.
- Provide analytical feedback and technical reports to support iterative improvements in AI training datasets.
- Collaborate with developers and researchers to strengthen AI reliability, compliance, and user-response optimization.
- Apply advanced prompt engineering with focus on contextual accuracy and ethical model training.
- Remote
Independent Contractor — Mystery Shopper & Compliance Auditor
01.2016 - Current
- Conduct compliance audits for retail, financial, convenience, and fuel service clients, ensuring adherence to regulatory and corporate standards.
- Analyze service performance, financial accuracy, and inventory control, identifying areas for cost savings and operational improvement.
- Produce compliance reports with actionable recommendations that enhance customer satisfaction and contract performance scores.
- Utilize audit data to support loss prevention, revenue recovery, and quality assurance initiatives.
- Remote
Freelance Writer & Business Consultant
01.1997 - Current
- Create data-driven business strategies, training programs, and educational content for corporate and academic clients.
- Develop employee training guides supporting organizational learning and workforce development.
- Advise clients in education, insurance, and business sectors on client engagement, customer retention, and communication strategies.
- Support corporate growth by integrating insights from performance data, financial analyses, and compliance reviews.
- Remote
Customer Service & Team Supervisor
Various Employers
01.1997 - 01.2016
- Supervised front-line service teams within financial, insurance, and technology industries, promoting high-quality client interactions.
- Managed staff training, scheduling, performance appraisals, and employee development life cycles.
- Oversaw daily operations and client accounts, ensuring contract compliance and service excellence.
- Implemented workflow improvements that reduced customer response times and increased satisfaction metrics.
- Collaborated in budget management, financial reporting, and cost control measures to improve team-level profitability.
Education
Master of Science (MS) - Legal Studies
Purdue Global University
01.2023
Master of Arts in Education (MAEd) - Adult Education & Training
University of Phoenix
01.2010
Bachelor of Arts (BA) - English Liberal Arts / Business Administration
West Liberty University
01.1995
Skills
- Platforms: Microsoft 365, Google Workspace, Asana, Trello, Zoom, Slack
- Tools: ChatGPT, Claude, Gemini, DALL-E
- OpenAI Playground
- Reporting & Analytics: Excel CRM tools
- Software knowledge
- Communication & Documentation: SharePoint, Teams, Adobe Acrobat, Grammarly
- Virtual training
- E-learning development
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
AI Systems Trainer & Prompt Engineer — Independent Contractor
Various Confidential Clients
01.2022 - Current
Independent Contractor — Mystery Shopper & Compliance Auditor
01.2016 - Current
Freelance Writer & Business Consultant
01.1997 - Current
Customer Service & Team Supervisor
Various Employers
01.1997 - 01.2016
Master of Arts in Education (MAEd) - Adult Education & Training
University of Phoenix
Bachelor of Arts (BA) - English Liberal Arts / Business Administration
West Liberty University
Master of Science (MS) - Legal Studies
Purdue Global University
Core Competencies
- AI Training, Prompt Engineering & NLP Testing
- Data Analysis & Model Evaluation
- Client Service Leadership & Retention
- Employee Coaching, Training & Performance Management
- Operational, Financial & P&L Oversight
- Contract & Compliance Management
- Risk Mitigation & Quality Control
- Process Improvement & Organizational Development
- Mystery Shopping & Compliance Auditing
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)
- Remote Team Collaboration & Reporting