Kelly Capers Email and Phone Number

Manager of Technology and Operations for the NAEP Item Development (ID) contract, overseeing the execution of all program operational processes and developing comprehensive project plans, including strategy, resource allocation, process optimization, and risk mitigation. A core leader of the ID Operations and ID Technical Teams, a strategic and collaborative leader of various cross-functional teams, and an experienced people manager and coach.

Technical Lead for the NAEP Item Development (ID) contract, a core leader of the ID Operations and ID Technical Teams, a key contributor to various cross-functional teams, and an experienced people manager. Advanced Certified Scrum Product Owner (A-CSPO®).• Directed and defined the end-to-end execution of digital assessment content development and platform integration processes for digital NAEP ID products (K-12 assessment, adult questionnaires, public reports).• Managed a growing team of 14 technical product, production, and graphic specialists.• Developed project approaches and drove scope development, working with external clients and internal teams to define, refine, prioritize, and roadmap product backlogs and feature sets.• Led NAEP ID features and requirements prioritization, implementation, and roadmap activities.• Defined the technical SOW for digital development and coordinated the associated project milestone deliverables and technical aspects of content production and system integration for 6,500+ items.• Monitored and maintained project scope, timeline, operating budget, resource management, and overall quality of the deliverables against defined quality metrics and project goals.• Created, coached, and led business and technical teams to establish standards and best practices for implementing new products while applying agile principles and scrum frameworks to daily operations.

•Managed a growing team of 12 technical product, process, and graphic specialists supporting various digital NAEP products and coordinated the associated workflow and deliverables.•Directed and defined the end-to-end execution of processes for digital NAEP ID products.•Coordinated the technical aspects of item production and system integration and define the SOW for NAEP digital development.•Led NAEP ID features and requirements prioritization, implementation, and roadmap activities as part of multiple NAEP cross-functional teams, including the device-agnostic, accessibility, and content teams.•Created and led business and technical teams to establish best practices for implementing new products.

• Support Supervisor for NAEP ID production and the Center for Science and Digital Assessment Design (CSDAD), directly managing two distinct teams of 12 total production team members.• Led and assembled various business and cross-functional teams on various assessment products.• Established and implemented various technical production processes to create, manage, integrate, and archive digital and XML assessment content.• Forecasted and monitored schedules across FCEs and external partners to plan resources and training for support activities ensuring all milestones and deliverables were met with accuracy.•Coordinate content hand-offs to external vendors for multiple deliverables, builds, pretest activities, and the final administration of 6,000+ items.• Oversee and monitor support professional activities while mentoring and implementing training plans for area support professionals.• Produce and maintain NAEP production process documents and authoring guidelines that support the creation, development, and delivery of XML item types, elements, tools and HTML attributes.• Configure item banking information system (IBIS) data reports and functions to automate the production of inventory, scoring, and test assembly files.

• ETS Presidential Award recipient and Production Lead with high-level expertise in the creation, maintenance, management, and delivery of XML test item content, machine scoring, artwork, media assets, interactive item components (IICs), collateral, and packaged test assemblies for the NAEP Program.• Coordinated the production workflow of the production team and mentored the Assessment Development (SME) staff as appropriate to program needs and specifications for digital content.• Managed and coordinated test content, asset, and assembly hand-offs to external vendors for various product lifecycle deliverables with consistent on-time or early delivery.• Developed, tracked and facilitated the implementation of new system features that support digital content and UI/UX elements across multiple systems and platforms.• Collaborated with business and technical teams to establish standards and best practices for implementing new content types, features, elements, and technical principles in a clear and consistent manner.• Performed QA/UAT tasks for content and platform bugs while collaborating with IT developers, UX designers, external partners, and vendors to update system code, style sheets, and XML schema, and offer solutions for the design and implementation of eNAEP content and preservation.• Created and maintain authoring guidelines, job aides, and training plans that foster independent learning and promote the quality of the product.

• Conduct format review and apply fixes to digital content migrated from MS Word format to XML format.• QA newly-authored XML and MS Word-based test items for various programs and clients including Praxis, GRE, CLEP, AP, SAT, TExES, TOEFL, TOIEC, MFT, EXADEP utilizing Xiat, xMetal, MathML editor, MS Word, and various IBIS workflows and print or digital item rendering previewers.• Collaborate with the client to resolve XML item format or authoring issues, develop solutions, and cross-train employees as needed on new developments in item authoring, MathML rendering, and new item types.• Produce standard and large-type print layout of test forms for AP, SAT, TOEFL, and GRE utilizing TCS ATL and IBIS Test Planning, InDesign and MS Word.• Package certified test forms and all print materials and deliver to the Publisher for printing under compressed deadlines to support accommodation forms.

• Enthusiastic inbound call center agent skilled at building rapport with diverse customers while responding to account inquiries, resolving issues, maximizing sales opportunities, and producing results in customer retention and satisfaction in a fast-paced environment.• Adept in multiple software applications and proficient in products, services, policy changes, promotions and marketing while maintaining a high level of expertise in technical/functional areas.• Proactively process member requests for roadside assistance and dispatched the appropriate help while ensuring superior customer experience by addressing customer concerns, demonstrating empathy and effectively diffusing high-tension situations.• Investigated and resolved customer inquiries regarding roadside assistance or membership by utilizing web-based and intranet programs and e-mail as appropriate to record member feedback and concerns for follow-up by myself or the appropriate business lines. • Assist members with light travel inquiries and reservations including road and drive-trip planning with the AAA TripTik Software.

• Managed a team of 15-20 writers, production staff and talent in a fast-paced environment to produce a live television program that resulted in a 2005 National Communicator Award with a Producer credit.• Coordinated the activities of writers, directors, and studio production staff throughout the production process.• Organize staff to monitor production progress and to ensure production objectives are attained.• Researched, wrote, fact-checked, edited and formatted 10-20 news stories weekly.• Designed and created television on-air graphics using Adobe Photoshop and Adobe Illustrator.