Kimberly Dufresne
North Andover,MA
Summary
Dynamic and dedicated professional with a strong background in customer service and education support with the strong ability in relationship building and motivating students, utilizing critical thinking and active listening to enhance engagement and foster positive environments. Committed to promoting effective communication and teamwork.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Education Support Personnel
Moody School
02.2025 - Current
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Improved classroom management with introduction of positive behavior support strategies.
- Assisted in implementation of school-wide behavior management programs, promoting positive school climate.
- ABA therapy
Customer Service Representative
Massachusetts Property Insurance Underwriting Asso
06.2006 - 06.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Substitute School Secretary
Thomson Elementary School
09.2024 - Current
- Assisted in maintaining a safe and welcoming environment for students, staff, and visitors through diligent front desk management.
- Maintained a high degree of professionalism in all interactions with colleagues, parents, and students to promote a positive image of the school.
- Facilitated smooth daily operations by ensuring timely responses to phone calls, emails, and inquiries from parents and staff members.
- Developed strong rapport with parents, students, and staff members by remaining approachable, empathetic, and resourceful.
- Maintained accurate attendance records for students while working closely with the school nurse on health-related issues.
- Exhibited excellent problem-solving skills while addressing unforeseen challenges or emergencies that arose during the school day.
Substitute Teacher
Thomson Elementary School
09.2023 - Current
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Daycare Assistant Teacher
Kourtney Crampton
09.2022 - 06.2024
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Monitored daily sign-in/sign-out logs for accurate attendance tracking, helping to maintain a secure and orderly facility.
- Supported the emotional well-being of children by providing nurturing care and addressing individual needs.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Facilitated group play activities that promoted social interaction, teamwork, and problem-solving skills among children.
Education
North Andover High School
North Andover, MA05.2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Motivating students
- Student engagement
Certification
Paraprofessional Ceritied
Volunteer Experience
Foster Coordinator at Sweet Paws Rescue
Timeline
Education Support Personnel
Moody School
02.2025 - Current
Substitute School Secretary
Thomson Elementary School
09.2024 - Current
Substitute Teacher
Thomson Elementary School
09.2023 - Current
Daycare Assistant Teacher
Kourtney Crampton
09.2022 - 06.2024
Customer Service Representative
Massachusetts Property Insurance Underwriting Asso
06.2006 - 06.2012
North Andover High School
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