Ma’kalia Jones
Los Angeles,CA
Summary
Experienced professional with 9+ years in call center and case management, excelling in customer service and program coordination. Proven ability to manage high-volume environments and conduct effective intake assessments. Seeking to leverage communication skills in an entry-level role focused on customer support and service improvement.
Overview
11
11
years of professional experience
Work History
Case Manager, Fatherhood FIRE Program
Volunteers of America
Compton, CA
02.2024 - Current
- Lead workshops and phone-based coaching sessions for fathers seeking to reconnect with their children.
- Manage calls to schedule appointments, follow up on progress, and coordinate services with external agencies.
- Provide resources and referrals over the phone and in-person to ensure timely access to support.
- Document all participant interactions in case management systems, maintaining compliance with call handling and program standards.
Case Manager
Trinity House
Compton, CA
07.2019 - 11.2023
- Managed a caseload while providing support via phone, email, and in-person meetings.
- Conducted intake assessments and enrollments both in-office and over the phone to streamline service delivery.
- Facilitated group workshops and followed up with clients through regular phone check-ins to monitor case plans.
- Coordinated with community partners through frequent phone and email communications.
Member Service Specialist
Automobile Club of Southern California / AAA
Torrance, CA
11.2014 - 07.2019
- Delivered exceptional service in a fast-paced call center, assisting members via inbound/outbound calls with DMV, Notary, and membership services.
- Accurately processed transactions and resolved customer issues while meeting performance metrics for call quality and efficiency.
- Entrusted as a controlled cashier, managing bookkeeping and ensuring financial accuracy.
- Served as DMV Auditor, reviewing and validating prior-day work for accuracy before submission.
Education
High School Diploma -
Opportunities Unlimited Charter High School
Los Angeles, CA06-2012
Skills
- Call Center Operations
- High-Volume Call Handling
- Customer Service
- Client Relations
- Case Management
- Service Coordination
- Intake Assessments
- Program Enrollment
- Workshop Facilitation
- Conflict Resolution
- Problem Solving
- Data Entry
- Documentation Accuracy
- Multi-line Phone Systems
- CRM Software
- Microsoft Office Suite
- Recordkeeping
Timeline
Case Manager, Fatherhood FIRE Program
Volunteers of America
02.2024 - Current
Case Manager
Trinity House
07.2019 - 11.2023
Member Service Specialist
Automobile Club of Southern California / AAA
11.2014 - 07.2019
High School Diploma -
Opportunities Unlimited Charter High School
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