Malika H. Musa
Summary
Dedicated professional with a strong background in community outreach and program development. Fostered relationships and implemented crisis intervention strategies to enhance service delivery. Conducted energy audits and training, focusing on measurable outcomes and personal development.
Overview
14
14
years of professional experience
Work History
Account Manager
Tru Mobile Teach
Atlanta
08.2021 - Current
- Serve as the lead point of contact for all customer account management matters
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Built and maintained strong, long-lasting client relationships that fostered loyalty and retention
- Negotiated contracts and closed agreements that enhanced profitability and aligned with client needs
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Developed new business with existing clients and identified improvement areas to consistently meet sales quotas
- Collaborate with sales team to identify and grow opportunities within territory
- Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts)
- Resolved complex client issues by providing tailored support
Americorps Program Life Coach
Conservation Corps Of Minnesota And Iowa
St.Paul
01.2024 - 06.2025
- Experienced service professional supporting at-risk and unhoused service members through trauma-informed, strengths-based care
- Skilled in conducting intake assessments and developing individualized support plans to promote stability and goal attainment
- Provided case management services, enabling service members to navigate immediate needs and plan for long-term stability
- Built trusting relationships with service members in crisis, fostering a supportive environment in high-acuity situations
- Apply knowledge of positive development, harm reduction, and de-escalation strategies to support safety and stabilization
- Collaborate with community partners to connect service members to housing, counseling, education, and financial resources
- Respond effectively to crises and emergent needs while maintaining a safe, structured, and supportive environment
- Trained in mandated reporting, crisis intervention, emergency response procedures, and relevant safety protocols
- Implemented individualized care plans tailored to each member's needs.
- Facilitated group activities that enhanced teamwork and communication skills among participants.
Assistant Program Manager, MN Climate Corps
Conservation Corps of Minnesota & Iowa
Minneapolis
04.2024 - 05.2025
- Managed 15 AmeriCorps members during energy audits, ensuring effective collaboration and execution of audit processes.
- Conducted quarterly performance reviews for AmeriCorps members, providing constructive feedback to enhance individual development and team effectiveness.
- Conduct new hire trainings and orientation
- Conducted comprehensive energy audits across 22 sites and over 40 buildings, providing actionable recommendations for performance improvements.
- Perform detailed on-site energy audits for residential, commercial, and industrial properties.
- Assess energy consumption patterns, HVAC systems, lighting, insulation, appliances, and other energy-related systems.
- Gather data through physical inspections, interviews with building occupants, utility bills, and energy usage reports.
- Analyze data gathered during the audit to determine energy inefficiencies.
- Prepare comprehensive reports outlining energy usage patterns, inefficiencies, and recommendations for improvement.
- Provide cost-benefit analysis for suggested energy-saving solutions, such as equipment upgrades or behavioral changes.
- Recommended practical and cost-effective energy-saving solutions, including renewable energy options.
- Advise on energy-efficient lighting, HVAC systems, insulation, window treatments, and other building systems.
- Recommend behavior changes for building occupants to reduce energy consumption.
- Assist clients in understanding audit findings and help prioritize energy efficiency upgrades.
- Work with contractors or technical teams to implement energy-saving recommendations.
- Offer post-audit follow-up support to ensure energy efficiency measures are implemented correctly.
- Keep up-to-date with new energy technologies, standards, regulations, and government incentives related to energy efficiency.
- Attend training sessions and industry events to stay current on best practices and new audit tools.
- Communicate with clients to explain audit results, answer questions, and provide guidance on energy-saving initiatives.
- Developed and maintained relationships with key clients, contractors, and industry stakeholders to facilitate successful project outcomes and support energy efficiency initiatives.
- Teach the fundamentals of building science in a classroom and non traditional setting
- Conduct Energy Audits
Team Leader
Minnesota Energy Climate corps
10.2023 - 04.2024
- Perform detailed on-site energy audits for residential, commercial, and industrial properties.
- Assess energy consumption patterns, HVAC systems, lighting, insulation, appliances, and other energy-related systems.
- Analyze data gathered during the audit to determine energy inefficiencies.
- Prepare comprehensive reports outlining energy usage patterns, inefficiencies, and recommendations for improvement.
- Facilitate client understanding of audit findings and prioritize energy efficiency upgrades based on impact.
- Communicate with clients to explain audit results, answer questions, and provide guidance on energy-saving initiatives.
- Conduct cost-benefit analysis for recommended energy-saving solutions, including equipment upgrades and behavioral changes.
- Work with contractors or technical teams to implement energy-saving recommendations.
- Deliver post-audit follow-up support to confirm correct implementation of energy efficiency measures.
- Suggested specific behavior changes to building occupants to minimize energy use.
- Provided expert advice on energy-efficient lighting and HVAC systems during energy audits.
- Keep up-to-date with new energy technologies, standards, regulations, and government incentives related to energy efficiency.
- Attend training sessions and industry events to stay current on best practices and new audit tools.
- Develop and maintain relationships with key clients, contractors, and industry stakeholders.
Customer Service Advocate TRAINER
Carvana
Atlanta
07.2022 - 10.2022
- Instructed Classes of 20+ advocates
- Facilitated onboarding processes for new hires, ensuring smooth integration into the company.
- Provided 4 weeks of classroom instruction(From Searching to Purchase)
- Developed testing material to gauge understanding
- Managed payroll for trainees, ensuring accurate compensation during training period
- Monitored and evaluated trainee phone calls weekly to determine advancement eligibility
- Created and provided individualized learning packets for advocates learning differently
- Developed comprehensive trainee assessments for seamless handoff to production leaders post-graduation
Customer Service Advocate TRAINER
Carvana
Atlanta
01.2022 - 05.2022
- Instructed Classes of 20+ advocates
- Provided 4 weeks of classroom instruction(From Searching to Purchase)
- Facilitated onboarding processes for new hires
- Evaluated trainee phone calls weekly to assess readiness for advancement
- Developed testing material to gauge understanding
- Developed individualized learning packets to support diverse learning needs of advocates
- Constructed and Overall trainee assessment to hand off to production leaders after trainee graduation
Corporate Lead Trainer
VXI Global Solutions
Atlanta
11.2020 - 07.2021
- Provided curriculum based training by AT&T to associates
- Educated classes of 20+ participants, enhancing their skills and knowledge.
- Measured trainee learning metrics related to sales, voice of customer, and handle times to assess effectiveness.
- Developed interactive methods of learning retainment
- Created weekly quizzes for learning measurement
- One on One coaching and documentation weekly during live on the job training
- Live Call auditing of trainees
- Onboarded agents through endorsement program, aligning training with attendance and performance metrics.
- HR Onboarding: Payroll input, compliance course completion, background checks
- Reviewed company policies to ensure compliance with regulations and standards.
Team Lead
Wipro, inc
Atlanta
11.2019 - 11.2020
- Managed a team of 21 agents
- Provided one-on-one support and coaching to enhance agent performance
- Coach and develop agents individually
- Document progress of one on ones with agents
- Documented processes and agent growth to streamline team development
- Oversaw queue management for incoming calls to ensure efficiency.
- Monitor agents using provided systems and tools
- Properly deescalating supervisor calls
- Separated data from reports for in-depth analysis and actionable insights
- Processed payroll for the team
- Continuous Education/Personal development
Corporate Trainer
Wipro, inc
Atlanta
03.2016 - 01.2019
- Delivered comprehensive 3-week training program for incoming agents, enhancing their readiness for roles
- Developed and organized training curricula for new agents.
- Trained soft skills: phone etiquette, probing questions
- Conducted weekly one-on-one coaching and documentation sessions during live on-the-job training
- Educated around 50 classes of 20 or more associates
- Created engaging training materials and activities to assess understanding and track learning progress
- Organized orientation process for new incoming agents
- Hands on System training, nesting period
- On board agents through endorsement program depending on Attendance and metrics
- Live Call auditing of trainees
- Trained the Best Buy Home Theater process and SOP
- Conducted thorough review of company policies to ensure compliance.
Customer Service Representative & Floor Support Agent
Wipro, inc
Atlanta
11.2016 - 01.2018
- Provided exceptional customer service
- Handled incoming customer calls
- Managed escalation calls as the primary contact for supervisors
- Provided support during escalation calls to resolve customer issues effectively.
- Provided support to the agents on the floor regarding inbounding calls
- Scheduled Deliveries, Repairs and, installations
- Assisted in training courses to equip new representatives with necessary skills and knowledge.
- Trained new onboarding customer service representative with provided curriculum
Interim Team Lead
Wipro, inc
Atlanta
09.2017 - 02.2017
- Managed a team of 21 agents
- Provided one-on-one support and coaching to enhance agent skills and performance
- Documented processes and agent growth to facilitate training and development
- Dissected report card information
- Monitored auxiliary usage during team operations
- Administered payroll processing for all team members
- Deescalated supervisor calls to resolve issues and maintain team morale
AmeriCorps Promise Fellow
YOUTHRIVE, INC.
Minneapolis
08.2014 - 08.2016
- Trained young people and adults regionally and nationally on conflict resolution and civic engagement strategies, enhancing their ability to engage in community dialogue.
- Implement youth and police partnership programming focused on relationship-building and civic engagement.
- Coordinate four annual youth-leadership events for up to 1,200 participants, featuring keynotes by the following Nobel Peace Prize Laureates: U.S. President Jimmy Carter, Doctors Without Borders, and Leymah Gbowee.
- Create and deliver presentations, meeting facilitation, and training.
- Train youth and adult trainers in the Four Simple Rules of Youth Engagement program.
- Develop and manage data collection processes and compile program reports.
- Analyze quantitative and qualitative data to assess program effectiveness and to develop and implement program improvement strategies.
- Co-develop after school leadership development curriculum for grades 6-12.
- Provided mentorship to youth in grades 6-12 using a leadership development tool.
- Inspired and engaged youth and adults through education, leadership, and service, promoting integration of peacemaking activities into their communities.
- Reduce the barriers and foster connections for the full and authentic engagement of youth in addressing community concerns.
Youth Engagement Specialist
YOUTHRIVE, INC.
Minneapolis
05.2014 - 08.2014
- Implement youth and police partnership programming focused on relationship-building and civic engagement.
- Coordinate four annual youth-leadership events for up to 1,200 participants, featuring keynotes by the following Nobel Peace Prize Laureates: U.S. President Jimmy Carter, Doctors Without Borders, and Leymah Gbowee.
- Trained young people and adults regionally and nationally on conflict resolution and civic engagement strategies, enhancing their ability to navigate community challenges.
- Mentored youth in grades 6-12 using leadership development tools to enhance their skills.
- Inspired and engaged youth and adults through education, leadership, and service, integrating peacemaking activities into their lives and communities.
- Provide opportunities and experiences for all youth to engage in civic dialogue and civic action on issues of social justice, human rights, non-violence and anti-racism.
- Train youth and adult trainers in the Four Simple Rules of Youth Engagement program.
- Co-develop after-school leadership development curriculum for grades 6-12.
- Develop and manage data collection processes and compile program reports.
- Analyze quantitative and qualitative data to assess program effectiveness and to develop and implement program improvement strategies.
- Connected youth to foster genuine participation in community issues.
Associate
PANERA BREAD
Minnetonka
11.2013 - 08.2014
- Delivered friendly, efficient customer service that enhanced customer satisfaction.
- Managed production of baked goods and food products to ensure quality and consistency.
- Contributed to team morale by fostering positive relationships and supporting team initiatives.
Client Service Team Specialist
WOMENVENTURE
St. Paul
07.2012 - 08.2013
- Served as service liaison, facilitating communication between clients and business consultants to enhance client satisfaction.
- Acted as primary point of contact for team, coordinating management assistance and ensuring timely weekly email updates.
- Managed client demographic entry, ensuring accurate and up-to-date database information for improved client service.
- Documented client account information into a database.
- Performed data entry tasks to ensure accurate information management.
- Developed and distributed marketing material, including: news magazines, posters, and flyers.
Education
High School Diploma -
Hopkins High School
Hopkins, MN06-2014
2 year Associates -
Minneapolis Community And Technical College
Minneapolis, MNSkills
- Life Skills Coaching
- Community Outreach Strategies & Campaigns
- Program development
- Service learning planning
- Workshop Facilitation
- Community Event Coordination
- Crisis intervention
- Client Relationship Management
- Creative Team Leadership
- Public Speaking
- Motivational Techniques
- Conflict resolution
- Written and verbal skills
- MS Office proficiency
- Salesforce proficiency
- Virtual meeting tools
- Personal development
References
PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST
Awards
- Vice President of Greater Twin Cities Multicultural Achievers, 2009-2014
- Young Women's Leadership Group Coordinator of 4Ever Beautiful, 2010-2014
- After School lead coordinator at Nellie Stone Johnson, Lucy Laney's Lead Peace
- Oak Park Youth Cafe Facilitator, 2014-2016
- Face2Face Project leader: Police and Students, 2013-2015
- 2 full years of Americorps Promise Fellow, 2014-2016
- Minnesota Representative for Annual Dignity In Schools Campaign
- Active Participant in NOC: Neighborhoods Organizing for Change, grassroots campaigning, 2013-2016
- Annual Organizer and Public Speaker for Minnesota's Social Justice Education Fair, 2014-2016
Timeline
Assistant Program Manager, MN Climate Corps
Conservation Corps of Minnesota & Iowa
04.2024 - 05.2025
Americorps Program Life Coach
Conservation Corps Of Minnesota And Iowa
01.2024 - 06.2025
Team Leader
Minnesota Energy Climate corps
10.2023 - 04.2024
Customer Service Advocate TRAINER
Carvana
07.2022 - 10.2022
Customer Service Advocate TRAINER
Carvana
01.2022 - 05.2022
Account Manager
Tru Mobile Teach
08.2021 - Current
Corporate Lead Trainer
VXI Global Solutions
11.2020 - 07.2021
Team Lead
Wipro, inc
11.2019 - 11.2020
Interim Team Lead
Wipro, inc
09.2017 - 02.2017
Customer Service Representative & Floor Support Agent
Wipro, inc
11.2016 - 01.2018
Corporate Trainer
Wipro, inc
03.2016 - 01.2019
AmeriCorps Promise Fellow
YOUTHRIVE, INC.
08.2014 - 08.2016
Youth Engagement Specialist
YOUTHRIVE, INC.
05.2014 - 08.2014
Associate
PANERA BREAD
11.2013 - 08.2014
Client Service Team Specialist
WOMENVENTURE
07.2012 - 08.2013
High School Diploma -
Hopkins High School
2 year Associates -
Minneapolis Community And Technical College