Summary
Overview
Work History
Education
Skills
Websites
Awards
References
Timeline
3d
Leticia Aldaco-Jones

Leticia Aldaco-Jones

Phoenix,AZ

Summary

Training Operations Supervisor at DoorDash with extensive experience in leadership and team development. Proficient in creating effective training programs that boost employee performance and operational efficiency. Demonstrated ability in data analysis and cross-functional collaboration, leading to improved training outcomes and a culture of continuous improvement.

Overview

14
14
years of professional experience

Work History

Training Ops Supervisor

DoorDash
Tempe, AZ
10.2023 - Current
  • Managed training operations, continuously evaluating program effectiveness to drive improvement.
  • Built strong relationships with cross-functional teams to identify, prioritize, and address training needs.
  • Established equitable certification goals using historical performance data for consistency and fairness.
  • Monitored trainer performance by tracking key class success metrics and providing ongoing feedback.
  • Facilitated career development and SBI coaching sessions to support trainer growth and performance.
  • Led and supervised a team of 5 Trainers, overseeing daily operations and ensuring training quality.
  • Maintained comprehensive employee records, including performance, attendance, and disciplinary actions.
  • Supported recruitment efforts by conducting interviews and contributing to hiring decisions.

Support Ops Trainer

DoorDash
11.2021 - 10.2023
  • Designed and monitored training programs to support employee development and improve performance.
  • Collaborated across departments to identify, prioritize, and fulfill organizational training needs.
  • Resolved participant issues in real-time to ensure smooth and effective training sessions.
  • Created detailed training materials for onboarding, ensuring consistency and clarity for new hires.
  • Documented training activities, tracking attendance, feedback, and engagement metrics.
  • Delivered performance feedback based on direct observation and participant interaction.
  • Tailored instructional methods to suit diverse individual and group learning styles.
  • Tracked trainee progress and communicated key updates and insights to leadership.

Patient Service Representative

Banner Medical Group
Sun City West, AZ
08.2020 - 11.2021
  • Coordinated patient communications and ensured accurate recordkeeping to support operational efficiency.
  • Scheduled follow-up appointments in alignment with provider availability and patient needs.
  • Entered and maintained patient demographic data within the electronic health record (EHR) system.
  • Handled confidential information in strict compliance with HIPAA regulations.
  • Managed incoming calls with professionalism, addressing inquiries and directing appropriately.
  • Documented services provided during each visit or procedure with accuracy and attention to detail.

Patient Service Representative

Redirect Health
Glendale, AZ
07.2020 - 01.2021
  • Managed patient admissions, insurance verification, and documentation to ensure regulatory compliance and readiness for appointments or discharge.
  • Scheduled follow-ups and coordinated tests or procedures based on provider availability and patient needs.
  • Reviewed patient accounts regularly for accuracy and completeness.
  • Communicated billing policies and payment options, addressing patient questions and concerns professionally.
  • Handled patient communications, including timely responses to emails about scheduling changes or cancellations.
  • Provided administrative support, such as ordering supplies and managing essential logistics.

Call Center Agent

Petsmart
Phoenix, AZ
03.2020 - 07.2020
  • Delivered exceptional customer service by managing orders, building relationships, and addressing customer needs through active listening and inquiry.
  • Greeted customers professionally and maintained a courteous, solutions-focused approach in all interactions.
  • Evaluated customer feedback to identify trends and recommend improvements to call center operations.

Retail Leadership Trainer

Goodwill of Central and Northern Arizona
Phoenix, AZ
02.2019 - 02.2020
  • Led and coached 5–12 leaders, implementing training plans and facilitating workshops to support professional growth.
  • Designed and delivered a comprehensive leadership curriculum using varied instructional techniques, including simulations, lectures, and role-play.
  • Provided individualized coaching to new managers, advising on effective team leadership strategies.
  • Assessed training needs and team performance through surveys, interviews, and post-training data to inform program improvements.
  • Developed custom learning materials and managed detailed records on attendance, satisfaction, and completion rates.
  • Prepared reports and presentations highlighting leadership insights and program outcomes for internal stakeholders.
  • Organized alumni networking events to foster ongoing engagement and peer collaboration.
  • Collaborated with cross-functional teams to align leadership initiatives with organizational goals and priorities.
  • Supported HR initiatives, helping to implement employee engagement and culture change strategies.
  • Coordinated recruitment and placement of program participants, ensuring optimal alignment with team needs.
  • Monitored participant progress, provided feedback, and promoted accountability and continuous development.
  • Evaluated instructor materials, offering actionable suggestions to enhance training effectiveness.

Learning and Development Consultant

Goodwill of Central and Northern Arizona
Phoenix, AZ
01.2017 - 02.2019
  • Designed and facilitated training programs for corporate and executive teams, partnering with subject matter experts to align content with strategic business objectives and organizational behavior principles.
  • Led the Forklift Instructor Certification program, successfully certifying 180 managers across multiple locations.
  • Developed testing and evaluation procedures to assess knowledge and performance at all stages of training.
  • Conducted training needs assessments and gap analyses using data from surveys, interviews, and performance reviews.
  • Continuously evaluated and improved existing programs, integrating industry best practices and current Learning & Development trends.
  • Supported system implementations by guiding teams on effective adoption and usage.

Retail Trainer / Onboarding Specialist

Goodwill of Central and Northern Arizona
Phoenix, AZ
11.2013 - 12.2016
  • Led onboarding and training for 2,800+ associates annually, playing a key role in new hire success through comprehensive orientation, paperwork tracking, and benefits/payroll guidance.
  • Served as a liaison between new employees, managers, and HR, ensuring smooth transitions and compliance with hiring practices and company policies.
  • Developed onboarding materials, including employee handbooks, job descriptions, and documentation to support consistent, policy-aligned training.
  • Facilitated training sessions for Customer Service Supervisors and Store Managers, reinforcing leadership development and operational readiness.
  • Created and delivered targeted training programs to enhance customer service performance and team efficiency, informed by sales data analysis.
  • Supported store managers in developing team capabilities, providing operational coaching and follow-up evaluations.
  • Organized and coordinated training logistics across multiple regional locations, maintaining accurate attendance and evaluation records.
  • Collaborated cross-functionally to keep training materials updated and aligned with evolving business goals and compliance standards.
  • Promoted engagement and team culture by organizing events that fostered connections between new hires and existing staff.

Customer Service Supervisor

Goodwill of Central and Northern Arizona
Phoenix, AZ
03.2013 - 11.2013
  • Led daily store operations, supervising 10+ associates while ensuring consistent, high-quality customer service delivery.
  • Coached and mentored junior team members, supporting their development and promoting a customer-first mindset.
  • Monitored and analyzed service metrics (e.g., response times, resolution rates, satisfaction scores) to drive performance improvements.
  • Assessed employee performance, conducted one-on-one coaching, and contributed to formal evaluations based on management-defined criteria.
  • Identified process inefficiencies in customer service workflows and implemented strategic improvements.
  • Managed customer escalations, resolving inquiries and complaints professionally to ensure satisfaction and retention.
  • Developed training materials for onboarding new hires and upskilling existing staff.
  • Maintained accurate records and generated reports on daily, weekly, and monthly service activities for leadership review.
  • Collaborated with senior leadership on department initiatives and continuous improvement projects.
  • Organized shift assignments to ensure optimal coverage based on business needs and anticipated demand.

Supervisor

Bealls Outlet Stores
Sun City West, AZ
04.2011 - 05.2013
  • Directed daily store and warehouse operations, including shift scheduling, task delegation, and supervision of frontline staff.
  • Led a team overseeing receiving, storing, testing, and shipping, ensuring accurate inventory control and workflow efficiency.
  • Monitored stock levels, conducted monthly inventories, and identified purchasing needs to maintain optimal supply.
  • Prepared operational reports on product movement, distribution status, and transaction records using digital systems.
  • Audited incoming shipments for accuracy and quality, comparing them against purchase orders.
  • Enforced safety protocols and conducted inspections to ensure compliance with warehouse regulations and standards.
  • Resolved customer complaints related to product storage, delivery, and service, ensuring satisfaction and retention.
  • Supervised and coached cashiers, handled training of new team members, and monitored performance to ensure service excellence.
  • Managed customer transactions, maintained balanced cash drawers, and supported high-volume retail activity.

Education

High School Diploma -

Dysart High School
El Mirage, AZ
05-2013

Certificate - Veterinary Assistant

Animal Behavior College
Valencia, CA
03-2013

Skills

Core Competencies
  • Leadership & Team Development
  • Strategic Project Management
  • Cross-Functional Collaboration
  • Change Management
  • Training Program Design
  • Human Resources Strategy
Technical Proficiencies
  • Microsoft Office (Excel, PowerPoint, Word)
  • Google Workspace (Docs, Sheets, Slides)
  • Looker Studio, Sigma
  • CRM Tools (Salesforce)
  • LMS Platforms (Lessonly, Cornerstone)
  • Workday, ADP, Assembled, Kronos
Analytical & Operational Skills
  • Data Analysis & Reporting
  • Strategic Planning
  • Department Organization
  • Schedule & Program Coordination
  • Performance Evaluation
Interpersonal & Service Skills
  • Customer Experience & Service Excellence
  • Team Building & Coaching
  • Adaptability & Innovative Thinking
  • Communication & Stakeholder Engagement

Awards

Goodwill Chairman's Award, 11/01/19

References

References available upon request.

Timeline

Training Ops Supervisor

DoorDash
10.2023 - Current

Support Ops Trainer

DoorDash
11.2021 - 10.2023

Patient Service Representative

Banner Medical Group
08.2020 - 11.2021

Patient Service Representative

Redirect Health
07.2020 - 01.2021

Call Center Agent

Petsmart
03.2020 - 07.2020

Retail Leadership Trainer

Goodwill of Central and Northern Arizona
02.2019 - 02.2020

Learning and Development Consultant

Goodwill of Central and Northern Arizona
01.2017 - 02.2019

Retail Trainer / Onboarding Specialist

Goodwill of Central and Northern Arizona
11.2013 - 12.2016

Customer Service Supervisor

Goodwill of Central and Northern Arizona
03.2013 - 11.2013

Supervisor

Bealls Outlet Stores
04.2011 - 05.2013

High School Diploma -

Dysart High School

Certificate - Veterinary Assistant

Animal Behavior College

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