Customer Service Training
Resume:
"Training... is a way of interacting with others that sees them at their very best; confronts them with all their gifts, talent and potential; and holds them accountable in
becoming the very best version of themselves." A.S.T.D. 2008
Dr. Kimberly Smerkers- Bass
137 River Front Drive Reno, Nevada 89523
EDUCATIONAL BACKGROUND
ED. D Organizational Leadership, University of La Verne-May 2010 Educational Leadership,
M.S.E University of Nevada-Reno-1995
B.S. Elementary and Special Education, University of Nevada, Reno-1990
WORK EXPERIENCE
February 2011 to Current: Nevada Department of Education, Education Programs Consultant
Coordinate statewide education conference Design, develop, and implement various professional learning opportunities Conducted research for learning management system Project lead for special grants projects Coordinate and communicate with various agencies Co-lead for Educator Effectiveness Committee Create training plans and training evaluation reports
July 2007 to June 2010: Washoe County School District Training Coordinator for Education Support Professionals
Planned, organized, directed, instructed, monitored and participated in an ongoing comprehensive program of specialized training and development such as Customer Service, Cultural Leadership, and Effective Leaders.
Supervised assigned professional, technical, clerical, and student staff; exercise functional supervision over any personnel assigned to assist in development and training activities.
Determined, analyzed and identified immediate and long range training needs, including leadership training and development, through consultations, and needs assessment data.
Developed appropriate plans and programs (including workshops) to meet specific training needs; supervised and reviewed the development of training procedures, manuals and other training aids; designed and recommended specific programs or workshops and assists in the selection of attendees; instructed students, staff & faculty in workshops.
Prepared and submitted reports as requested, including a projected training schedule and log of tasks completed.
Recruited potential trainers and facilitated on-going cadre of trainers. Instructed training staff in training techniques; participated in the selection of training
personnel.
Assessed needs of training staff to further develop trainers, if necessary; determined and
submitted request for appropriate resources to meet those needs; participated in the design and development of programs to meet training staff development needs; instructed staff in training techniques.
Supervised the development and maintenance of a training library of manuals, books, curricula, publications, and training aids, such as videos, as well as on-line documentation.
Assessed training programs for appropriate application of evaluation methods; participated in validation research to determine value and application of training accomplishments.
Prepared grant applications and administered training and staff development grants. Supervised development of brochures and flyers promoting campus-wide workshops;
developed marketing strategies for workshops/training; participated in outreach activities Facilitated on-going advisory professional advisory groups and district wide task force,
with membership ranging from ten to sixty participants.
September 2009-Current: Nevada Department of Education Mega Conference Coordinator
Coordinated with various personnel in departments regarding conference operations and program content.
Collaborated on conference program design and secured presenters. Worked with Operation Coordinator to plan standard and special food and
beverage events, documenting such events within the reservation system. Conferring with departments and agencies before, during and after their events,
maintaining a positive relationship and responding to inquiries and requests in a
timely manner. Communicating to all relevant internal departments and subcontractors the
specific needs of the client, both in advance of and during the course of meetings. Created and produced conference manual and protocols and/or comprehensive meeting “resumes” in order to document events and share detailed information
with all involved departments. Provided on-going support to presenters and speakers. Co-designed web page items and marketing/communication strategies. Conducted follow-up evaluation and compile results for agencies.
July 2007 – January 2009: Washoe County CSI/ISO Lead Auditor Concurrent with Education Support Professional Coordinator Position
Planned and prepare for an internal audit Gathered objective evidence through observation, interview and sampling of documents
and records Authored factual audit reports that help to improve the effectiveness of the management
system for departments and Management Review Team Suggested ways in which the effectiveness of corrective action might be verified Provided project management for Preventative and Corrective Action Requests Developed, Implemented, Facilitated, and Evaluated Internal Auditor Training Developed, Implemented, Facilitated, and Evaluated Management Review Team Member
Training Facilitated monthly internal auditor meetings, building consensus and incorporating
strategies for team building
July 2006 to June 30, 2007: Principal: Lloyd Diedrichsen Elementary, WCSD
Implemented successful leadership practices to enhance student achievement and met adequate yearly progress for all students
Provided purposeful and mindful leadership for effective instructional programming and accomplishments of the school’s mission
Facilitated a climate of success and collaboration Supervised implementation of programs for individual students and staff, including those
at risk because of diverse backgrounds, cultures, or abilities. Used collaborative strategies to assist with school community in decision making and
problem solving which affect the school’s culture and climate Assisted with the organization and implementation of various assessment strategies to
identify student achievement Implemented various discipline strategies to create a safe school environment Applied the understanding of the school budget and its specific implication for the school Initiated and involved the school community in the development of the budget Facilitated a professional development program for the school community to ensure
effective support in accomplishing the strategy plan of the district Set high expectation for students, staff, parents, and self Evaluated staff and help teachers understand and apply effective teaching best practices
that complements diverse learners and students’ learning styles Facilitated grade level and school wide teams to meet school goals and objectives Collaborated on professional development activities and implemented a variety of
professional development opportunities and activities Consulted maintenance for building and grounds Applied the appropriate laws of the State of Nevada, regulations of the District and the
Nevada Department of Education Supervised district behavioral program for students with behavioral disabilities and needs Collaborated with Parent Teacher Association on monthly parent Involvement Activities Initiated a grant to enhance school safety by developing conflict resolution student teams
July 2004 to June 2006: Sabbatical Leave, Washoe County Schools
Completed doctoral studies in Organizational Leadership at University of La Verne Instructed university classes for University of Nevada and Truckee Meadows Community College
July 2001 to June 2004: Principal, Sun Valley Elementary, Washoe County Schools
Provided purposeful and mindful leadership for effective instructional programming and accomplishment of the school’s mission
Facilitated a climate of success and collaboration Supervised implementation of programs for individual students and staff, including those
at risk because of diverse backgrounds, cultures, or abilities Used collaborative strategies to assist with school community in decision making and
problem solving which affect the school’s culture and climate
Assisted with the organization and implementation of various assessment strategies to identify student achievement
Implemented various discipline strategies to create a safe school environment Applied the understanding of the school budget and its specific implication for the school Initiated and involved the school community in the development of the budget Facilitated a professional development program for the school community to ensure
effective support in accomplishing the strategy plan of the district Provided direct mentor support for new teachers Collaborated with local university for supervising student teachers on site Initiated and involved the school community for various partnership efforts to
promote a relationship between local businesses and the school community Set high expectation for students, staff, parents, and self Evaluated staff and help teachers understand and apply effective teaching best practices
that complements diverse learners and students’ learning styles Facilitated grade level and school wide teams to meet school goals and objectives Collaborated on professional development activities and implemented a variety of
professional development opportunities and activities Consulted maintenance for building and grounds Applied the appropriate laws of the State of Nevada, regulations of the District and the Nevada Department of Education
February 2001 to June 2001: Vice–principal, Sun Valley Elementary, Washoe County School District
Implemented and initiated a variety of discipline strategies to create a safe school environment
Evaluated staff and teachers to ensure effective instructional programming Collaborated with staff regarding students with individual needs and programming Consulted with principal on school wide issues and needs Lead cross functional grade level teams for instructional improvements Assisted with statewide assessment protocol Facilitated various committees
September 1999 to February 2001: Student Support Services Training Administrator, Washoe County School District
Facilitated district wide professional relations with various entities; universities, agencies Developed, organized and presented direct professional development activities for over 400 teachers
Managed three state professional development grants and funding mechanisms
Supervised program technical assistant
Collaborated with various district personnel to promote various professional
opportunities
Arranged and implemented all Student Support Services travel
Created and distributed district wide special education newsletter Designed and implemented various state approved courses for continuing education
credit Facilitated a cadre of training to provide direct training to school sites Supervised and evaluated teachers for the visually impaired program
September 1996 to September 1999: Special Education Program Assistant- Washoe County School District
Coordinated implementation of federal and state special education laws for fourteen school sites
Facilitated the transition for children with disabilities throughout the district Mediated and communicated among parties to avoid due process proceedings and assisted with creating least restrictive environment Created a curriculum guide for special education classroom teachers Participated in district wide planning of special education programs Developed and facilitated a special education mentor program for new teachers Published quarterly special education newsletter for fourteen school sites Developed and organized training of general and special education teachers and
classroom assistants as it related to cooperation, consultation, teaching methods, state and federal laws and implementation.
School Year 1994 to September 1996: Special Education Teacher, Sarah Winnemucca Elementary, Washoe County School District
Taught a Self-contained Class with an emphasis on functional and self-help skills with a strong behavioral structured class. Grades 3rd-6th with various disabilities.
Created a functional curriculum for core academics Modified general educational curriculum Implemented Individual Education Programs Facilitated collaborated with general education teachers
September 1994 to September 1996: Special Education Instructor, Truckee Meadows Community College
Taught Adult Education Course to meet individual with disabilities basis academic needs
September 1990 to June 1994: Special Education Teacher: Sparks High School, Washoe County School District
Implemented Individual Education Programs Coordinated and facilitated individual transition plans Taught stand alone special education English, social skills, and math Team taught general education classes: U.S Government and math Developed transition class for elective credit, which incorporated transitional needs
HIGHER EDUCATION INSTRUCTIONAL EXPERIENCE
January 2011-February 2011: University of Phoenix
Instruction of undergraduate level course
1. Orientation to the Exceptional Child
May 2010-July 2011: Sierra Nevada College
Instruction of graduate level course:
2. Exploring Applied Leadership
September 1999 to 2006: Truckee Meadows Community College
Instruction of entry level educational courses:
3. Education of the Child with Mild Disabilities
4. Working with Families
5. Introduction to Special Education
January 2000 to 2006: University of Nevada, Reno Instruction of graduate level course:
6. Assessment in Education
Instruction of undergraduate level course:
7. Education of the Child with Mild Disabilities 8. Introduction to Special Education
COMMUNITY PROJECTS
Community Book Shelf, For Sparks Kiwanis Nevada PEP, Volunteer Projects Sertoma Community Organization Sun Valley Neighborhood Advisory Council Get Out the Vote, Democratic Volunteer Work Charter Board Member, Zonta International
AWARDS
Washoe County School District Volunteer Award National PTA Principal Recognition Award University of La Verne, Tom Fine Leadership Award Nominated for Alpha Pi Gamma Teacher’s Excellence Award
Washoe County Teachers Association
Distinguished Performance Award Nominated for Student Teacher of the Year, University of Nevada
PROFESSIONAL ASSOCIATIONS
Association for Training and Development
Nevada State Education Association
National Education Association
Association for Supervision and Curriculum Development
LICENSES
Nevada Administrator K-12
Nevada Administrator K-6 Elementary Education
Nevada Special Education K-12
ISO 9000 Lead Auditor, August 2007
CERTIFICATIONS
CPR/First Aid Certified American Society for Training & Development: Train the Trainers American Society for Training & Development: Creating Leadership Development Programs
COMMITTEES
Washoe County School District Management Review Team
Washoe County School District Strategic
Committee Co-Chair for Personnel Strategic Committee
Washoe County School District Technology Committee
Washoe County School District Superintendent Budget Advisory Committee
Washoe County School District Science Textbook Adoption Committee
Washoe County School District Education Support Professionals Task Force Facilitator
Washoe County School District Cultural Diversity Lead Cadre Member
Washoe County School District Elementary Specialties Committee
National Education Association State Delegate
Nevada State Education Association State Delegate
Nevada State Education Association Special Education Committee
Washoe County Teachers’ Association Board Member
Washoe County Teachers’ Association Special Education Chairperson
Nevada Department of Education Special Education Advisory Committee
Washoe County School District Superintendents’ Advisory Committee
Washoe County School District Health Curriculum and Textbook Adoption Curriculum
PRESENTATIONS
National Education Association
Selected presenter. Designing Quality Training and Professional Learning Programs. Washington, D.C
National Quality Education Conference
Selected Presenter. NQEC is the nation’s leading conference for teachers, administrators, and support personnel to learn about using quality tools and concepts to improve United States schools. Chicago, Illinois
Nevada Statewide Mega Conference
Presented on developing a professional development program embedded in quality training principles on any budget. Lake Tahoe, Nevada
National Education Association Annual ESP Conference
Co-presenter on developing a professional development/training department with limited resources. Las Vegas, Nevada
The National Urban Alliance for Education
Co-presenter on teaching strategies to address gender learning differences to enhance student achievement. Albany, New York
Manse Elementary School, Pahrump School District
Presenter on special education law and best instructional practices for inclusive classrooms Pahrump, Nevada
University of La Verne
Co–presenter on professional learning communities La Verne, California
University of La Verne
Co-presenter on organizational climate and culture Sacramento, California
Optimist Club of Reno
Presented on partnerships in education Reno, Nevada
February 2004
October 2003
June 2003
July 2003
January 2003
July 2002
February 2010
April 2010
Customer Service Skills and Public Education, A Key to Student Achievement Four three hour modules over a period of four months for over 100 participants. Key learning objectives include effective communication skills through styles, establishing a culture for excellent service, and the relationship between customer service, student achievement, and relationships.
Customer Service Training for Frontline Personnel
Six hour module with follow-up modules for over 20 participants. Key Objectives include effective communication skills for difference styles, the art of effective giving effective feedback, and telephone skills for all customers.
National Title One Conference, No Child Left Behind
Co-presenter on designing and implementing successful family partnerships New Orleans, Louisiana University of Phoenix
Co-presented on implementing ESL instructional methods and programs Reno, Nevada
University of Phoenix
Co-presented on designing and implementing curriculum and assessment addressing students with diverse needs Reno, Nevada
University of La Verne
Co-presenter on Education for the Future La Verne, California
University of La Verne
Co-presenter on effective Team facilitation designed for Organizational leaders Sacramento, California
Nevada State Education Association Leadership Conference
Co-presenter on inclusive strategies for effective instruction for children with diverse learning needs Gardnerville, Nevada
COURSE DESIGN/DEVELOPMENT/IMPLEMENTATION
Goals & Objectives: The Initial Stage for Continuous Improvement 3 Hour module on creating meaningful goals & objectives and its relationship to continuous improvement.
New Supervisor Training: LEADS The WAY
6 (3) hour modules with follow-up modules for over 20 nutrition service supervisors. Key learning objectives include but not limited to knowing one’s strengths and the art of leadership, communication styles and strategies, the art of feedback, and working in teams.
Filling Buckets: The Art of Effective Feedback
3 hour module based on best seller “How Full is Your Bucket?” by Tom Rath, Ph.D. & Donald O. Clifton. The art of effective feedback and the cultural difference in makes in an organization.
Management Review Team (MRT) Membership & You
3 hour module on the essentials of MRT roles and responsibilities.
An Arranged Marriage
4 (4) hour modules on working with others in collaborative settings and supervisory roles.
Frontline Customer Service Providers: The First Line of Achievement 3 hour module for providing effective customer service skills to encourage families’ partnerships in our schools.
Cultural Leadership from Within
6 hour module on cultural leadership from within an organization embracing our diverse workforce for the organizational effectiveness.
Contact this candidate