PENNY D. NURSEY

Substitute Teacher Fort Worth Independent School District (FWISD) | 2021 – Present

Experienced substitute teacher with a strong background in classroom management and instruction across multiple grade levels within FWISD. Completed long-term assignments, providing continuity in student learning while adapting to diverse classroom environments. Skilled in delivering lesson plans, facilitating student engagement, and supporting academic success in various subjects. Adept at fostering positive relationships with students, staff, and parents to create a structured and supportive educational experience.

• Followed classroom plans left by the class teacher to continue student education and reinforce core concepts.
• Repeatedly requested as a substitute teacher by teachers based on excellent past referrals and trusted performance.
• Kept students on-task with proactive behavior modification and positive reinforcement strategies.
• Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.
• Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
• Upheld classroom routines to support student environments and maintain consistent schedules.
• Supervised lunchroom and recess activities.
• Maintained day-to-day classroom management and discipline to promote learning initiatives.
• Kept accurate and current attendance records and assignment sheets to maintain file compliance.
• Provided one-on-one tutoring sessions for struggling students, helping them improve academic performance and gain confidence in their abilities.
• Enhanced classroom engagement by incorporating hands-on activities and group projects.
• Increased parent involvement in the educational process through regular communication and collaboration on student progress.
• Followed lesson plans designed by absent teachers.
• Enforced school and class rules to maintain order in the classroom.
• Implemented classroom management techniques to maintain a positive learning environment.
• Researched and selected age-appropriate materials and resources for classroom instruction.
• Developed lesson plans to align with grade-level standards and objectives.

• Served as a key member of a ‘Top 5' ranked service implantation team responsible for the effective planning, scheduling, customization, and delivery of Oracle Customer Solutions. Took lead in the facilitation of both project team and stakeholder meetings, defining customer business needs in order to effectively define system requirements while ensuring the systems group delivered properly configured products to both global and national clients.
• Led training sessions responsible for year over year team alignment, leveraging training and development experience to improve team performance in the areas of product delivery and customer resource development, improving development of customer navigation courseware.
• Responsible for the effective analysis and reporting of well over 10 multi-million-dollar projects, ensuring that project teams, sponsors, and senior organizational leaders were well aware of products scopes and progress; exceeded customer service expectations by a 2-week average.
• Established lasting relationships with clients, supporting each with risk management assessments to determine system vulnerabilities and need for updates to remain compatible with service requirements and mapping-out system failure scenarios to ensure their operations were conducted without service delays due to Oracle products.

• Responsible for interfacing with the community on behalf of executive leadership team and shareholders, providing community tours to potential residents and families and assisting with resolving conflicts and issues related to occupancy process; responsible for all financial, administrative and strategic deliverables associated with role; assisted Community Outreach Coordinator with sales call planning while monitoring outreach program effectiveness; developed and implemented community Marketing Action Plan (MAP).
• Effectively improved the financial accountability of client occupation by implementing a tracking system to better chart occupants, move-ins, prospective clients, and contracts.
• Leveraged experience with Yardi database management system to continually advance sales, monitoring and maintaining lead classifications in database.
• Partnered with sales team to identify and report market trends on order to facilitate needed changes in marketing strategy; led organizational steering committee responsible for enhancing the St. Andrew's image when interfacing with prospective clients, resulting in improved contact to contract performance.

• Responsible for front end business operations in a high occupancy environment where exceptional customer service was key to business profitability and reputation; reported to Front Office Manager and was responsible for day end financial accounting and reporting, guest services, and evolving the team's customer engagement strategy; ensured that both proper and effective communication was used when interfacing with customers around personal concerns, ensuring that the Crown Plaza image and its relationship with its clients remained a top priority.
• Advanced to a top producing region due to demonstrated performance in leading front end hotel operations in Texas with sustained results in client, financial, facility, and budget performance.
• Reviewed daily records and reports, reconciling transactions and billing forecasts to ensure that both proper reporting and business target expectations were met.
• Leveraged client relationships and team collaboration to improve Preferred Hotel Experience, improving year-over-year team financial performance and regional profitability; repeat stay performance improved by well over 12% within the first year.
• Ability to analyze rate variance report against operational expenses resulted in both passing quarterly financial audits year over year and meeting business targets.

• Responsible for establishing end-to-end Human Relations operations for a regional architecture and engineering firm consisting of upwards of 120 members and associated contractors; developed organizational policies and procedures, implemented resource programs to enhance team and departmental performance in the areas of quality, productivity, and safety; served as the liaison between the senior leadership team, first line leaders, associates, and clients under contract.

• Responsible for maintaining facility administration current, accurate, and ready for financial audit; reviewed titling process and ensured fleet information was consistent with current and pending sales; reviewed financial packets to ensure compliance with customer lien requirements, timely and accurate handling of title transfers, and sales promotions.

• Responsible for interacting with customers in a courteous, efficient, friendly and professional manner, utilizing a customer-center approach to provide assistance to both internal and external customers by resolving concerns and potential issues in accordance with company policies and established best practices; responsible for maintaining case per hour and customer resolution targets consistent with projected service levels and expected community image; responsible for representing the brand's image while leveraging policy and customer service expectations to resolve complex customer issues.
• Recognized by regional leadership for standard performance in the areas of workload and case management, customer service feedback, and complaint resolution performance.
• Contributed to the year-over-year team performance report by way of working with peers to establish a culture where best practices, communication strategies, and customer complaint scenarios were rehearsed in a professional development setting; many One Best Ways were developed as the result.
• Established a curriculum to align travel agents and other 3rd party service providers with travel reservation procedures and airline travel policies, this reducing a large volume of service concerns; recognized for this effort during year-end evaluation.

• Responsible for end-to-end airline operations, customer interface, and final mile coordination. In these roles I took lead in ensuring that our customer service performance remained at an all time high by way of effectively communicating changes to scheduled operations with customers, ensuring that our customers were well received and that all team members remained courteous and well-aware of our team's service expectations. Key to these responsibilities was remaining well informed of day-to-day operations, air traffic schedules, changes in rates and promotions, and matters that could impact service delivery such as inclement weather patterns.
• Took lead in processing passenger recommendations, proposing and implementing advance notice procedures during peak travel times when faced with untimely flight delays.
• Selected among peers due to demonstrated performance and record accuracy to investigate flight discrepancies and prepared formal reports presented to internal audit team with appropriate recommendations when necessary.
• Recognized by team for superior performance during professional development sessions for two consecutive years; leveraged understanding of standard processes, service-level expectations, and customer interfacing to establish a standard that could be easily followed by new and emerging talent.
• Spearheaded the development of standardized training manuals in support of Associate Training and Development Team, new hire attrition rate and customer service level improved as the result.