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 • Manage user database in BMC Remedy for social services agencies statewide; use Microsoft Excel to distribute updated user list to FAST Help website• Currently building a knowledge base within Remedy as a help desk agent resource

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• Planned and provided technical support for resident and employee events• Developed advertising recommendations and deliverables designed to maintain anddrive occupancy

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• Co-developed and hosted weekly jazz event; attendance increased by 30% in six months

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 to articulate the grading system and student progress • 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