Customer Service Training

Kimberly A. Massicotte

Mustang, Oklahoma ***** 405-***-**** ******************@*****.*** www.linkedin.com/in/kimberlymassicotte

Training & Development Customer Service/Community Outreach Strategic Partnerships Integrity

Professional Profile

High-performing educator and training specialist with over nine years of experience in the public education environment. Excel at collaborating with all members of the organization to achieve business and program objectives. Possess excellent communication skills to foster and maintain productive relationships. Highly developed organizational and time management skills to deliver outcomes in challenging and time sensitive environments. Demonstrate disciplined execution and high level of attention to detail in managing multiple initiatives. A passionate learner advocate, positioned to lead a team leveraging best practices to achieve business objectives while providing excellent service delivery.

Areas of Expertise include…

•Program Planning & Implementation

•Instruction / Classroom Delivery

•Curriculum Development

•Data-driven Findings

•Consensus Building

•Resource Management

•Strategic Planning

•Training & Development

•Cross-functional Collaboration

•High-Impact Presentations

•Learner Engagement

•Continuous Improvement

•Relationship Building

•Stakeholder Management

•Team Building

•Customer – Centric Service Delivery

•Confidentiality

•Problem Resolution

Professional Experience

High School Teacher / Department Chair-John Marshall Mid-High School Oklahoma City, OK 03/2009 - Present

Design, develop, and teach high school social studies curricula. Demonstrate leadership in faculty and staff development. Foster strategic and trusting partnerships to deliver compelling lessons that engaged students and advance improved learning outcomes.

Forged positive relationships with colleagues, parents, and students to foster an environment of open communication and support with long lasting success; effectively collaborated with team members to support continuous improvement in the classroom.

Took ownership of an underperforming course mid-year and delivered improved state test scores from 32% to 74% to become second highest in the district; played key role in bringing ACT scores up significantly from 13 to 18.

Recognized as Oklahoma City Public Schools Teacher of the Year Finalist and for exemplary performance with evaluations in the top 5%.

Cultivated conducive classroom learning environments through development and delivery of compelling presentations to engage learners and support optimal learning; encouraged feedback from students, creating class ownership and student involvement.

Designed, developed, and delivered effective lessons, including web-based curriculum, that resulted in improved learning and retention; customized lessons to fit the needs of English Language Learners and special needs students.

Spearheaded classroom technology integration to support learning outcomes, leveraging video, Smart Board, ELMO, Chrome Books, and iPads.

Developed and delivered presentations in the community to support parental and community engagement.

Developed OKCPS Course Pacing Guides for district high school social studies classes.

Compiled and leveraged data-driven findings to facilitated implementation of needed interventions and tracked students from year to year to monitor growth and areas of needed focus.

Wrote, submitted, and secured federal and local grants to support course development and learning outcomes.

Demonstrated leadership in guiding up to 10 departmental faculty members at a time, trained and mentored staff on numerous topics in fluid environments, and provided training on newly implemented state-wide programs.

Aviation Maintenance Admin/Combat Medic/Base Trainer - United States Navy North Island, SD, CA/Guam AFB 1992 - 2000

Accountable for administrative, managerial, training, technical, and medical support duties for the US Navy.

Ensured meticulously detailed logs and records on aircraft and flight scheduling; coordinated all regular maintenance as well as emergency occurrences.

Scheduled, facilitated, and instructed base training seminars; compiled and leveraged feedback to design enhanced curriculum.

Maintained currency regarding governmental requirements affecting all military personnel’s health and safety.

Education & Certification

Bachelor of Art in History - University of Science and Arts of Oklahoma: Fall 2008

Social Sciences with Secondary Education

Certification: Oklahoma State Teaching License: Current

Subject Area: All Social Sciences from Grades 5-12

Industry Skills

MS Office Suite (Word, Excel, PowerPoint), Wiggio, Blackboard, Smart Board, Smart Notebook, Mastery Connect, Google Classroom, Google Cloud Forum, Survey Monkey, DBQonline, Infinite Campus, What2Learn, Picasa, Solution Tree tracking forms, and various technology integration to include video, ELMO, Chrome Books, & iPads

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