Kimberly Durden Email & Phone Number

Durham, North Carolina, United States

Child Welfare Help Desk supervisor

Raleigh-Durham-Chapel Hill Area

• Train new NC FAST Help Desk agents in a 4-week onboarding course. Collaborate with team leads to develop needs-specific training for current agents using a variety of teaching strategies
• Utilize Microsoft PowerPoint to create internal and external training materials for platforms like BMC ITSM (Remedy), BMC MyIT Portal and JIRA (Atlassian)
• Update scripts for Auto HotKeys and outgoing customer email block text using Microsoft Word & Notepad
• Participate with management in Train the Trainer sessions for LIEAP and CIP Energy programs
• Participate in scheduled Q&A phone conferencing with Points of Contact regarding Help Desk processes
• Monthly quality review of agents' tickets. Develop remedial training as part of employee action plan

Reseach Triangle Park, NC

• Provided exceptional customer service via phone and email to caseworkers statewide regarding NC FAST issues
• Assisted with development of strategies to reinforce caseworkers’ skills needed to navigate and work in Curam-based NC FAST at the county level
• Utilized online resources and team support to review Human Services cases and tested probable solutions to processing and system errors using an intranet-based testing environment
• Participated in weekly team training and strategic planning sessions

• Developed project-based communications strategies designed to support corporate goals
• Assisted in marketing campaign designs; drafted the Leasing Center move campaign
• Updated web content including news articles, homes and event photos, and communitycalendars on the Fort Bragg Corvias website
• Updated and maintained social media (Facebook) for on-post apartment community
• Participated in corporate communications strategy planning
• Wrote and contributed articles and photographs for post and local or regional media

Fayetteville, North Carolina Area

• Directed the station’s largest fundraiser in history in 2010
• Implemented the station’s first month-long Jazz Appreciation Month celebration
• Managed social media and newsletter for donors and potential business underwriters
• Wrote first community/arts grants totaling nearly $30,000 for operation and outreach
• Organized a community leaders’ forum on high-school dropout prevention
• Increased station volunteer participation by fifty percent within twelve months

• Co-produced two major jazz festivals in North Carolina
• Designed and produced full-color and gray-scale brochures, flyers, and advertisements for events marketing
• Designed CD layouts for musical compilation projects
• Created and distribute a bi-weekly e-newsletter, created and maintained website; increased venue and website visits by ten percent per Google analytics
• Maintained social media pages (Facebook & Twitter) for venue and for jazz festivals
• Managed artist contracts

Fayetteville, North Carolina Area

• Managed small staff of volunteers, directed recruiting, training, programming
• Managed business operations, bookkeeping, designed website and newsletters
• Led development, grant writing and marketing
• Led speaking engagements in ten-county region
• Established a Celebrity News Week to increase community leader support; hosted a minimum of five community leaders on-air for one week

Fayetteville, North Carolina Area

• Cumberland County Schools
• Instructed middle grades students in Creative Writing, Communication Skills & Social Studies.
• Designed weekly lesson plans focused on story elements, poetry, grammar, media & technology use
• Generated an appreciation of literature & writing through publishing and class sharing. Developed students’ critical style through the management of peer coaching/editing within the classroom
• Created assessments to determine proficiency in vocabulary and writing skills. Posted grades weekly utilizing online grading system. Conferenced and established rapport with parents via telephone, email, and in-person.
• Negotiated student conflicts and guided resolution strategies to enhance and maintain a productive classroom atmosphere

Bachelor'S Degree, Education - Communication

K-12 Reading Certification And Pre-Mba