Kimberly Snoddy Email & Phone Number

Madison, Wisconsin, United States

As a Community Support Manager, I empower individuals to live as autonomously as possible, even when guardians are involved. I lead a dedicated team of support staff to provide care for a diverse range of individuals with various developmental and physical needs, focusing on their overall well-being.In this role, I foster independence through informed choice and personalized support, delivering tailored mental and physical assistance that enhances quality of life. I mentor my team, promoting collaboration and professional growth, and implement training programs to ensure high-quality, person-centered care.By developing and executing individualized care plans, I help individuals lead full, meaningful lives to their fullest potential. I am deeply committed to advocating for the rights of those we serve, ensuring they experience fulfilling lives within our community.Key Responsibilities:Lead and manage a team of support staff, ensuring high-quality, person-centered care.Develop and implement individualized care plans tailored to each person's unique needs and goals.Advocate for the rights and autonomy of individuals served, promoting informed choice and self-determination.Provide guidance and mentorship to team members, fostering a culture of collaboration and professional development.Coordinate and oversee day-to-day operations, ensuring adherence to care standards and organizational policies.Design and deliver training programs to enhance staff skills and knowledge in delivering effective support.Facilitate communication between individuals, families, guardians, and other stakeholders to ensure a cohesive support network.Monitor and evaluate the effectiveness of care plans, making adjustments as needed to optimize outcomes.Utilize data and feedback to continuously improve service delivery and support strategies.Create a safe and supportive environment that encourages individuals to engage in community activities and pursue personal interests.

Verona, Wisconsin, United States

Quality:- Conducted manual testing of electronic health record software using Agile, Functional, Automated, Boundary Value Analysis, Equivalence Partitioning techniques, and others.- Identified and documented over 5,000 issues, collaborating with developers to resolve them promptly in a proprietary issue management system, similar to JIRA.- Created and maintained external and internal technical documentation and training resources.- Certified in EpicCare Inpatient, Bugsy, Cogito Reporting, and EpicCare Orders.Management:- Led end-to-end software development projects using Agile and Lean Six Sigma methodologies.- Enforced quality standards throughout development phases to ensure top-tier product delivery.- Conducted and participated in risk assessments using FMEA and RCA.- Analyzed KPIs and quality metrics to provide actionable insights for improvement.- Facilitated communication among cross-functional teams to align on quality objectives.- Focused on customer success through direct support during go-lives, conducting usability studies, and immersion.- Coordinated the "All Roles" meeting for Bugsy, Epic's Infection Control application.- Wrote and distributed "The Preventionist" Infection Control external newsletter during the Covid-19 Pandemic.- Coordinated group design review sessions for Inpatient Orders, ensuring comprehensive team input and alignment.Immersion Coordination:- Managed all aspects of trip planning for Epic employees, including logistics, scheduling, and communication. - Expertly coordinated on-site trips with client C-Suite, to arrange visits, ensuring alignment with project objectives.- Ensured timely delivery of after-visit summaries, capturing key insights and feedback.

Kennesaw, Ga

With dedication and commitment, I assessed and enhanced student progress through personalized lesson plans. Transparent communication of outcomes and strict scheduling led to a minimum improvement of two letter grades for all clients. - Assess and enhance student progress through meticulous evaluations and targeted intervention strategies- Develop and execute tailored lesson plans based on individual proficiency levels, ensuring comprehensive understanding and mastery of concepts- Communicate session outcomes transparently to parents, employers, and students for informed progress tracking- Maintain strict adherence to scheduling commitments, ensuring punctuality and reliability in session coordination

Georgia, United States

Operations Management: (Oct 2008 - Dec 2018)Directed overall operations and financial management for BKS & R LLC.Managed planning, marketing, quality control, payroll, and support for up to 5 contracted employees.Maintained effective communication with agents, customers, leads, and management.Client Engagement:Oversaw high-quality customer service delivery for clients including Barnes & Noble, Comcast (Xfinity), Disney Resorts, Interval International, and Intuit (TurboTax) through a team of agents.Personal Contracts Included:Apple (2008-2011):Role: Sales and Service RepresentativeResponsibilities:Conducted over-the-phone sales for high-end computers, laptops, and iPods.Specialized in certain product lines, becoming a Subject Matter Expert (SME) on Apple products.Built relationships with customers to generate leads and facilitate follow-ups.Achieved high-performance metrics in sales and customer satisfaction.AT&T Mobility (2011-2016):Role: Escalations Performance Lead (Progressed from Standard Customer Service Representative and Performance Lead)Responsibilities:Handled Tier 2 & 3 escalations, providing service, sales, and technical support.Monitored customer surveys and coordinated callbacks for dissatisfied customers.Developed and refined SOPs for escalation management.Analyzed escalation data to identify root causes and implement solutions.Created and refined customer communications.Provided feedback to improve efficiency.Supervised over 30 agents; monitored and tracked performance.

Georgia, United States

- Achieved exceptional performance benchmarks in quality, service, and support through an unwavering commitment to customer satisfaction.- Utilized outstanding problem-solving skills to provide top-tier sales, service, and technical support via inbound calls.- Demonstrated internet navigation proficiency with a remarkable typing speed of 94 words per minute, ensuring swift and accurate assistance.- Recognized for clear and articulate communication, enhancing collaboration and satisfaction with internal teams and external customers.- Maintained meticulous documentation standards and consistently crafted concise, grammatically correct responses to customer queries.- Applied a blend of analytical and creative thinking to efficiently resolve challenges, showcasing adaptability and resourcefulness.- Exhibited exemplary learning agility, decision-making prowess, and adept time management skills in a fast-paced environment.- Prioritized tasks effectively to meet productivity targets and uphold departmental excellence.- Championed a customer-centric approach, empathizing with and addressing diverse customer needs with finesse.- Demonstrated strong interpersonal finesse, conflict resolution acumen, and negotiation skills, fostering positive interactions and outcomes.- Proactively identified and delivered tailored solutions to meet and exceed customer expectations, driving satisfaction and loyalty.

Georgia, United States

- Served as dedicated Customer Support Specialist at Uber, acting as frontline ambassador and resolving inquiries with empathy and efficiency to create positive experiences for riders and drivers.- Provided timely and personalized support across various platforms, ensuring seamless interactions and customer satisfaction through advanced communication skills.- Excelled in addressing diverse challenges including quality assurance, billing inquiries, feedback management, and complaint resolution.- Utilized support platforms to swiftly tackle complex issues, consistently delivering the highest quality service.- Mastered various systems, establishing as a trusted subject matter expert and facilitating knowledge sharing among internal teams.- Acknowledged for exceptional communication, seamlessly liaising across levels and ensuring swift resolutions to uphold service excellence standards.- Maintained an unwavering commitment to delivering excellent customer service, consistently exceeding quotas and employing adept case resolution and de-escalation techniques.- Demonstrated strong team collaboration skills and contributed to a positive customer experience at Uber.

Calhoun, Ga

As a Forklift Operator at Shaw Industries, I operated a pole hyster with a focus on the safe and efficient handling of carpet rolls within the company's warehouse facilities. My role was critical in maintaining the integrity of the products and ensuring the smooth operation of the storage and distribution processes.Key Responsibilities:Skillfully operated a pole hyster forklift to transport, stack, and store carpet rolls securely in the warehouse.Performed routine safety and maintenance checks on the forklift to ensure optimal functionality and adherence to safety standards.Coordinated with logistics and warehouse teams to load and unload carpet rolls from delivery trucks, ensuring accurate handling and documentation.Strategically organized carpet rolls in the warehouse to maximize space efficiency and accessibility.Followed strict safety protocols to minimize risks and ensure a safe working environment for all team members.Participated in inventory counts and maintained clear records of material movements to support accurate stock management.Skills and Attributes:Proven ability to operate pole hyster forklifts with precision and safety.Strong understanding of warehouse operations and material handling techniques.Excellent coordination and communication skills, facilitating effective teamwork.Diligent in adhering to safety guidelines and operational standards.This role required a keen attention to detail and a strong commitment to operational excellence, ensuring that Shaw Industries' products were handled with care and efficiency.

Rome, Georgia, United States

I provided comprehensive support and care to an elderly client, ensuring her comfort and health were maintained around the clock through attentive service and empathetic care. My responsibilities spanned both day and night shifts, each tailored to meet the specific needs of my client.Key Responsibilities:Day Shift (7 AM to 7 PM):Assisted with morning wake-up routines including personal hygiene and dressing.Prepared and served nutritious meals, ensuring dietary guidelines were followed.Administered morning medications as prescribed.Facilitated regular bathroom routines and maintained personal hygiene.Managed and accompanied on various errands including grocery shopping.Provided transportation and companionship to appointments and social activities such as lunch outings and hair appointments.Ensured all doctor’s appointments were attended and followed up with care instructions.Night Shift (7 PM to 7 AM):Administered evening medications and assisted with bathroom routines.Monitored sleep, providing assistance as needed to ensure comfort throughout the night.Prepared and assisted with breakfast and morning medications, setting a positive tone for the day.Skills and Attributes:Empathetic and patient-focused care.Excellent time management and the ability to multitask effectively.Strong interpersonal skills to communicate effectively with family members and healthcare professionals.Dedicated to providing a safe, nurturing environment for clients.This role required a high level of diligence and dedication, and I was committed to providing a stable and supportive environment, ensuring the well-being and satisfaction of my client at all times.