Yolanda Houston
Memphis
Summary
People-first leader with extensive experience coaching teams, improving operations, and enhancing customer experiences across education, legal, insurance, and service-oriented environments. Strong expertise in performance monitoring, process improvement, customer issue resolution, compliance, and data-driven decision-making. Known for motivating staff, fostering accountability, and building an inclusive, high-performing culture. Seven-time Oracle-certified professional skilled in analytics, dashboards, and cross-functional coordination. Committed to improving service quality, employee engagement, and customer trust.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Graduation Coach
Memphis Shelby County Schools
11.2024 - Current
- Led case management for at-risk students by monitoring attendance, behavior, grades, and progress toward graduation.
- Analyzed student performance data and maintained accurate records to ensure compliance with district reporting requirements.
- Collaborated with teachers, administrators, counselors, and support teams to coordinate academic and behavioral interventions. Conducted one-on-one coaching sessions to resolve issues, remove barriers, and support student success—mirroring customer issue resolution in service environments.
- Communicated regularly with students, families, and stakeholders to ensure transparency and shared understanding of goals and next steps. Developed individualized graduation plans and used dashboards and data to track performance indicators.
- Facilitated parent meetings, workshops, and school engagement activities to enhance community partnership. Promoted a supportive, inclusive environment focused on accountability, empathy, and continuous improvement.
Legal Case Manager
Morgan & Morgan Law
12.2023 - 11.2024
- Serve as a customer advocate by guiding clients through case processes, resolving concerns, and ensuring transparent communication.
- Audit records and verify compliance with legal guidelines, demonstrating strong attention to accuracy and policy adherence.
- Manage a high-volume caseload while maintaining service quality, timely updates, and empathetic customer interactions.
- Identify process inefficiencies and recommend improvements to enhance service delivery and data accuracy.
Lead Teacher & Program Coordinator
Green Dot Public Schools
06.2016 - 08.2023
- Supervised and coached staff, student leaders, and support teams; provided real-time feedback and developed improvement plans. Used data dashboards and performance metrics to evaluate progress, resolve issues, and drive continuous improvement.
- Coordinated school-wide operations including community outreach, events, scheduling, and communication. Promoting a culture of ownership by ensuring issues were resolved at the earliest point of contact.
- Led cross-functional collaboration to improve service quality, engagement, and operational outcomes. Conducted 10+ knowledge-sharing and training sessions per semester to strengthen team capability. Mapped processes and identified inefficiencies, improving workflow and response times.
Teacher
Shelby County Schools
08.2007 - 05.2016
- Maintained accurate records and ensured compliance with district policies, procedures, and reporting requirements.
- Provided individualized coaching and feedback to improve student performance—skills directly applicable to employee development.
- Used data to identify performance gaps and implement corrective strategies.
- Fostered a safe, inclusive, and respectful environment.
Senior Claims Investigator
Nationwide Insurance Company
07.2000 - 07.2007
- Delivered high-quality customer service in high-pressure situations while resolving complex claims issues. Trained and mentored new staff in claims processes, compliance requirements, and customer engagement best practices.
- Collaborated with cross-functional teams and external agencies to ensure accurate and fair claims outcomes. Maintained service accuracy and compliance by investigating and validating all documentation and customer information.
Education
Master of Arts - Education Leadership
Union University
Germantown TennesseeMaster of Public Administration - Public Administration
Strayer University
Memphis, TennesseeMBA - Business Administration And Management
Webster University
Millington TennesseeSkills
- Customer Experience Leadership
- Team Coaching & Development
- KPI & Dashboard Monitoring
- Performance Management
- Process Improvement
- Conflict Resolution
- Compliance & Quality Assurance
- Cross-Functional Coordination
- Strategic Communication
- Oracle Data Fusion
- Power BI
- Microsoft Office/Teams
- Data Analytics
- Relationship Management
- Change Management
- APEX
- Google Workspace
- Copilot AI
- Service Operations Support
Certification
- Tennessee Professional Education License
- Business Education 424/425
- Government/Economics
- Personal Finance
- OCI 2025 AI Foundations Associate
- Seven-Time Oracle Certified Professional
Timeline
Graduation Coach
Memphis Shelby County Schools
11.2024 - Current
Legal Case Manager
Morgan & Morgan Law
12.2023 - 11.2024
Lead Teacher & Program Coordinator
Green Dot Public Schools
06.2016 - 08.2023
Teacher
Shelby County Schools
08.2007 - 05.2016
Senior Claims Investigator
Nationwide Insurance Company
07.2000 - 07.2007
Master of Arts - Education Leadership
Union University
Master of Public Administration - Public Administration
Strayer University
MBA - Business Administration And Management
Webster University