Kimberly Danielle Hibdon-El Boukili

• Enhanced student academic performance by providing individualized counseling and support services.
• Developed comprehensive guidance programs for diverse student populations, fostering positive school environments.
• Collaborated with teachers to identify students' needs and develop appropriate interventions for improved academic achievement.
• Assisted parents in understanding their child''s academic progress through regular communication and meetings.
• Improved the effectiveness of school-wide intervention programs by continuously monitoring and adjusting strategies based on student outcomes.
• Facilitated conflict resolution among students, resulting in a decrease in disciplinary incidents.
• Provided crisis intervention support to students facing challenging situations, ensuring their well-being within the school environment.
• Supported special education students by collaborating with multidisciplinary teams to create personalized learning plans.
• Encouraged social-emotional development through small group sessions focused on self-awareness, relationship-building, and decision-making skills.
• Created a welcoming school atmosphere by offering resources and assistance to new students transitioning into the community.
• Evaluated the effectiveness of counseling interventions through ongoing assessment and analysis of measurable outcomes.
• Mentored aspiring counselors through intern supervision, sharing knowledge about best practices within the profession.
• Served as a liaison between the school community and outside agencies, advocating for student needs and promoting mental health awareness.
• Continuously improved professional skills by attending conferences, workshops, and trainings related to school counseling practices.
• Coordinated with outside agencies to determine students receive appropriate services and resources.
• Maintained positive relationships with students, faculty, alumni, and administration.
• Used data to monitor students' progress and recommend solutions for improvement.
• Facilitated classroom discussions to emphasize bullying prevention and college readiness.
• Provided crisis intervention in response to emergencies, employing existing trust, and rapport to deescalate situations.
• Identified and addressed concerns of incoming students and parents.
• Partnered with parents and guardians to promote student success in school environment.
• Implemented data-driven counseling practices, leading to more effective solutions for student issues.

Same role and duties as current position.

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls and emails to answer questions about products and services.
• Applied for and offered a telecommuter position
• Applied for and promoted to team lead; oversaw a team of 13: wrote evaluations, sat in on performance reviews with input on raises, part of hiring team, responsible for daily staffing levels