Jamal Williams
Oakland,CA
Summary
Results-driven Operations Deployment Consultant with over 20 years of cross-functional experience in consulting, assurance, contact center operations, logistics, healthcare, and retail sectors. Dynamic leader skilled in providing guidance, support, and motivation to teams and staff. Proven problem solver adept at identifying organizational and client challenges and delivering effective solutions, consistently achieving goals and targets.
Overview
9
9
years of professional experience
Work History
Operations Coordinator
Samuel Merritt University
04.2024 - Current
- Coordinate all logistics associated with virtual and in-person learning within the delivery workstream of Learning Enablement
- Manage and maintain data accuracy for the AACN CBE Practice Ready Graduates program, ensuring seamless integration with the Master mapping tool
- Coordinate data reporting, including crafting reports and disseminating insights to stakeholders
- Streamline communication through email correspondence and survey distribution using Qualtrics
- Organize and facilitate Faculty Workshops, including scheduling speakers, arranging catering, and managing attendee registration
- Coordinate faculty attendance and CEU distribution for BRN-accredited events
- Serve as liaison between teams, collecting and submitting data to EXXAT for additional mapping and competencies work.
Learning Deployment Specialist
Ernst & Young
12.2019 - 04.2024
- Coordinate all logistics associated with virtual and in-person learning within the delivery workstream of Learning Enablement
- Led multiple projects simultaneously, leveraging Scrum and Agile methodologies to prioritize tasks, allocate resources, and deliver timely results
- Built strong relationships with partners across the organization, including senior leadership, through effective communication and collaboration
- Manage schedules and deadlines across multiple functions and report on registration polls and attendance after every in-person and virtual class.
Training Development Manager
Instacart
06.2018 - 12.2019
- Specialized in facilitating and developing New Hire and Leadership training enhancing Consumer and Shopper experience
- Designed, managed, and scaled comprehensive Talent Management programs, including performance management, talent planning, career development, and succession planning, for a global workforce of 2000+ employees
- Identified training needs based on skill gap analyses and developed group and individual learning programs using agile methodology
- Follow-up, reinforcement, reoccurring, and leadership training leveraging bilingual and bicultural communication strategies
- Host train-the-trainer sessions for internal subject matter experts report starts intraday and end-of-shift service levels
- Set goals for performance and deadlines that comply with the company's plan and vision.
Trainer
Concentrix
12.2015 - 06.2018
- Trained teams in person to develop their skills and created training programs used to teach and train employees promoting employee growth and development
- Maintained relevant product knowledge for each account attending client and cross-functional meetings as needed
- Supported the instructional Design Team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training, and written job aids
- Managed new hire payroll, log-in credentials, time off requests, and schedules and provided employee evaluations measuring the effectiveness of training programs using multiple feedback methods groups, interviews, and surveys that will lead to the enhancement of training resources and programs based on the results of an evaluation
- Leveraged Workday to optimize talent management processes, enhance internal talent market understanding, and drive scalability
- Utilized a data-driven approach to inform decision-making and influence stakeholders, with a track record of delivering business impact and positive ROI.
Education
Business Admin -
BENEDICT COLLEGE
01.2012
Diploma -
SOUTHSIDE HIGH SCHOOL
06.2007
Skills
- Conflict Resolution
- Problem-Solving
- Active Listening
- Public Speaking
- Operations Management
- Data Management
- Project Management
- Leadership
- Consulting
- Critical Thinking
- Adaptability and Flexibility
- Communication and Team Collaboration
Websites
Professional Highlights
- Designed and implemented a comprehensive training program for new hires for the ramp-up of Instacart's first-ever contact center operation.
- Managed complex crossfunctional initiatives with multiple levels within the company.
Personal Information
Title: Operations Specialist
Volunteer Experience
- Keep Oakland Beautiful, Board member, 2023
- Mt. Pleasant Community, Volunteer, 2019
Training
- Concentrix, Certified Professional in TD, 2015
- Concentrix, HIPAA Employee Training, 2017
- Ernst & Young, Risk Management, 2023
Timeline
Operations Coordinator
Samuel Merritt University
04.2024 - Current
Learning Deployment Specialist
Ernst & Young
12.2019 - 04.2024
Training Development Manager
Instacart
06.2018 - 12.2019
Trainer
Concentrix
12.2015 - 06.2018
Business Admin -
BENEDICT COLLEGE
Diploma -
SOUTHSIDE HIGH SCHOOL
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