Lonnie Persley

Primary Responsibilities:

• Provides coaching and mentorship to students in math and science disciplines including, but not limited to, statistics, calculus, physics, and computer science.
• Employs various executive function strategies and leverages technology to accelerate learning. Motivates students with accurate feedback and positive reinforcement.
• Prepares personalized assignment plans to maximize student learning objectives and meet the needs of diverse learners. Supports up to seven students simultaneously per session.
• Tracks student progress via Hubspot and Mindbody to ensure academic success. Issues reports updating students, parents, and teachers on student progress via Hubspot and Mindbody.
• Collaborates with fellow coaches in professional development workshops, promoting best practices in mentoring and functioning methodologies. Provides feedback for other coaches to measure and enhance positive outcomes.

Additional Responsibilities and Accomplishments:

• Currently leading math and science resource project to expand student access to educational channels and integrated technology to augment student engagement and visual comprehension.
• Spearheads weekly homework sessions and provides guidance to other coaches to navigate student interactions and learning experiences. Provides technical and internet support to other coaches to ensure smooth, uninterrupted workplace operations.
• Utilizes CRMs such as Google platforms (mail, table, calendar, etc), Hubspot, and Mindbody to organize student reports, maintain data entry accuracy, and manage calendar events. Operates fax machine and file directory systems to organize and store important documents.

• Networks with top broadcast engineering and technology executives resulting in the exposure, necessary skills, and connections in broadcasting
• Provides insight on trending technologies and efficiencies in focus meetings and discussions
• Up to date, extensive training with eventual acquisition of Certified Broadcast Technologist (CBT) certification from the Society of Broadcast Engineers and AWS Cloud Practitioner certification.

Primary Responsibilities:

• Provided technical and customer support for small and midsize businesses via CRM software and SaaS platforms such as Hubspot and Kixie. Resolved user complaints, answered product/service inquiries, troubleshoot system platform issues, and created and monitored tickets via JIRA.
• Maintained positive relationships with users via utilization of de-escalation skills when necessary, proper communication with users and team, and setting/meeting deadline goals for user inquiries
• Connected to computer of client using remote link to install new programs and applications. Conducted thorough research to diagnose technical issues, offering appropriate solutions to customers.
• Responded to chats with efficiency and a high level of professionalism. Maintained an average of 0%-3% missed phone calls.

Additional Responsibilities and Accomplishments:

• Developed comprehensive knowledge of products and services to provide accurate solutions.
• Self-trained in multiple areas of platform usability to be as flexible and dependable for my team without being prompted.
• Doubled chat and call intake since hire date. Raised and maintained overall client satisfaction rating of 93% to 98%
• Trained new personnel regarding company operations, policies and services.
• Streamlined support processes such as KPI tracking for increased efficiency and faster response times. Facilitated the implementation of enhanced workplace protocols.
• Recognized for expert de-escalation skills of users, helping to reduce user churn with minimal managerial oversight.
• Provided feedback on product usability from customers' perspective, leading to continuous improvement efforts by development teams. Increased efficiency and team productivity by promoting operational best practices.