Kelly Creech

Experience

• 

  Katy Independent School District

  Aug 2010 - May 2011

  Program Co-Lead and Educator

  Middle School STAAR Test Preparation Program- Co-Lead an individualized intervention program tailored to meet the specific needs of students struggling with the Texas STAAR Test. This involved assessing each student’s unique challenges and learning styles to create personalized instructional strategies.- Executed the program through targeted instructional sessions, incorporating a variety of teaching methods and resources to address gaps in knowledge and build test-taking skills.- Assessed the effectiveness of the program by monitoring student progress, analyzing test results, and gathering feedback from students and parents. Made iterative improvements to enhance program outcomes and support student success.- Achieved significant improvements in student performance on the STAAR Test, demonstrating the program’s success in addressing educational gaps and boosting test scores. Show less

• 

  Apple

  Sept 2011 - now

  -Analyze and address issues related to order fulfillment and shipment, ensuring timely resolution andhigh levels of customer satisfaction-Manage client information using different information systems, ensuring accurate and secure dataMeeting Recorder-Accurately document discussions, decisions and action items to ensure clear communication and follow-up-Create clear and compelling keynotes, documents & other comms distributed to specialists, team leads and area managers-Maintain confidentiality and attention to detail while summarizing key points and action itemsProject Lead & Trainer, RCC Channel Change-Identified and addressed an issue with channel support; proposed and successfully implemented a solution-Managed project milestones and deliverables to ensure timely and successful delivery-Developed and facilitated four training sessions with a 100% success rate, ensuring effective knowledge transfer and skill development-Communicated project expectations clearly and promptly to team members, optimizing project execution and team alignmentProject Lead & Content Writer, Process Review-Led the project by creating, organizing, and managing project components, including issue identification, content editing, creation and partner collaboration-Facilitated bi-weekly presentations to leaders, internal partners and regional EMEIA stakeholders to ensure alignment and collaboration across channels-Successfully implemented project outcomes into ongoing process, contributing to the team’seffort to maintain up-to-date departmental informationOnboarding Trainer-Developed and facilitated trainings, ensuring comprehensive coverage of essential skills and processes-Successfully conducted a 3-week training session during peak season, onboarding 30 new specialists and preparing them for high-demand periodEvent Coordinator-Organize team-building events, enhancing team cohesion and morale-Coordinate logistics to ensure successful and engaging experiences Show less - Contributed to Fall NPI event and Spring Refresh, utilizing online content management systems tohandle multiple versions of content and demonstrating proficiency in content manipulation.- Experience with online content management systems and handling multiple versions of content.- Adapted quickly to changing and ambiguous situations, particularly during critical business periods,showcasing flexibility and problem-solving skills.- Comfortable manipulating and updating raw HTML and CSS.- Participated in Pre-Live Testing using various DCM tools and managed post-launch duties to ensuresuccessful project implementation. Show less - Provided expert guidance and strategic solutions for inbound consults and complex case escalations, ensuring efficient resolution and customer satisfaction.- Designed and led comprehensive department-wide training programs to enhance employees' understanding of their roles and responsibilities, driving overall team performance.- Served as a Subject Matter Expert for new training classes and mentored new At-Home advisors, fostering their development and integration into the team.- Managed challenging customer interactions by de-escalating tense situations and working collaboratively towards effective resolutions. Show less Trained New Advisors- Conducted comprehensive training for new At-Home Advisors using virtual tools such as Bomgar for remote access and Illuminate Education for assessments. - Ensured new team members were well-versed in company protocols and effective customer service techniques.Mentored New Hires- Served as the lead mentor for two onsite training classes of new Customer Relations Advisors. - Provided guidance and support to help new hires acclimate to their roles, achieve competency in customer service practices, and integrate smoothly into the team.Enhanced Customer Experience- Delivered outstanding customer service by addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction. -Applied problem-solving skills to handle complex cases and improve overall service quality.Improved Training Processes- Developed and refined training materials and processes to enhance the effectiveness of onboarding programs and support continuous improvement in customer service delivery.Achieved Performance Metric- Met or exceeded key performance indicators, including response times, resolution rates, and customer satisfaction scores. - Contributed to the achievement of departmental goals and overall success. Show less

  • RCC Business Support Specialist | Project Lead | Content Writer | Trainer

    Feb 2015 - now

  • Digital Content Management Production Specialist

    Jun 2022 - Mar 2023

  • Apple Online Store Flex Trainer - Career Experience

    Apr 2017 - Aug 2018

  • Customer Relations Senior Advisor

    Dec 2013 - Nov 2015

  • Direct Dispatch Senior Advisor

    Oct 2012 - Nov 2013

  • Customer Relations Advisor

    Sept 2011 - Oct 2012