Summary
Overview
Work History
Skills
Certificatesandtraining
Timeline
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Kyesha Francis

Lilburn,GA

Summary

Highly-motivated employee with adesire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

5
5
years of professional experience

Work History

Substitute Teacher

Kelly Education
Broward County, FL
08.2023 - Current
  • Delivered instruction to classrooms of 20-30 students, ensuring adherence to individualized education plans (IEPs)
  • Adapted instructional materials to meet the diverse needs of students, resulting in a 15% improvement in student engagement
  • Implemented behavior management strategies, leading to a 10% decrease in classroom disruptions
  • Collaborated with 5+ teachers and support staff weekly to maintain continuity in instruction
  • Maintained accurate student progress records, improving parent communication by 25%
  • Attended 10+ professional development sessions, enhancing knowledge of special education practices.

Customer Support Specialist

Nationwide Benefits
Remote
05.2022 - 03.2023
  • Scheduled and rescheduled over 200 customer appointments weekly with a 98% accuracy rate
  • Processed 50+ order cancellations, returns, and warranties daily, ensuring compliance with company procedures
  • Documented 100% of call information according to SOPs, reducing errors in customer records by 20%
  • Acted as the first touchpoint for over 150 inbound customer inquiries daily, maintaining a 95% customer satisfaction rate.

Sr. Technical Program Coordinator Consultant

Miami-Dade College Idea Center
Remote
12.2020 - 03.2022
  • Established partnerships with top institutions (Harvard CS50x, Grow with Google, MIT), resulting in a 30% increase in program enrollment
  • Created and managed recruiting programs, improving candidate diversity by 40%
  • Developed 20+ technical and training documents, enhancing the efficiency of internal processes by 25%
  • Owned and managed data for online ATS, workforce planning, and diversity metrics, increasing accuracy by 15%
  • Improved internal resources, leading to a 20% reduction in candidate support requests
  • Produced various content forms, including 10+ video tutorials and 15+ written guides, improving user engagement by 35%.

Escalations Technical Support Specialist

Nearpod Inc.
Dania Beach, FL
02.2020 - 12.2020
  • Utilized Salesforce to manage 100-150 support cases daily, achieving a 98% resolution rate
  • Cross-trained 5+ customer service managers, enhancing team performance by 20%
  • Developed and tested 5+ product offerings, contributing to a 15% improvement in product quality
  • Provided technical support services, achieving a 95% customer satisfaction rate
  • Delivered ongoing customer service, reducing support escalation rates by 30%.

Skills

  • JIRA Software
  • Team Leadership
  • Relationship building and management
  • Test Proctoring
  • Project Coordination
  • Process Improvement
  • Customer Service
  • Strategic Thinking
  • Lesson Planning
  • Activity management
  • Lesson Plan Implementation
  • Complex Problem-Solving
  • Results-focused

Certificatesandtraining

  • Google Project Management Certificate, 01/01/24
  • Diversity, Equity, and Inclusion (DEI) Certification, University of South Florida, Tampa, FL, 04/01/21
  • Front End Web Developer, Wyncode Academy, Miami, FL, 08/01/19

Timeline

Substitute Teacher

Kelly Education
08.2023 - Current

Customer Support Specialist

Nationwide Benefits
05.2022 - 03.2023

Sr. Technical Program Coordinator Consultant

Miami-Dade College Idea Center
12.2020 - 03.2022

Escalations Technical Support Specialist

Nearpod Inc.
02.2020 - 12.2020

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Kyesha Francis