Malika S. Jones
Chicago,Illinois
Summary
A qualified, passionate Training developer with knowledge of adult learning theories and training development methodologies. Experienced in design, develop, and deliver training material to support performance goals as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to impact company success positively. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
Work History
Training & Innovation Manager
The Park District of Oak Park
11.2022 - 08.2023
- Plans, research, designs, and develops a diverse selection of curriculum, training programs and delivery methods for classroom and web-based (synchronous and asynchronous) for district staff, including new staff, first-time job staff, early career staff and experienced supervisors/managers
- Serve as the LMS (Learning Management System) Administrator by setting up training paths, courses, and classes in the LMS
- This also involves retrieving reports as well as following up on open/past due assignments and leading users/content audits
- Bring innovation, efficiency, and business acumen to the instructional design and development process, recommending appropriate instructional approaches and technologies
- Develop interactive and responsive online solutions such as videos and interactive documents or courses
- Managed multiple high-priority projects simultaneously, ensuring timely delivery and adherence to budget constraints.
- Improved company-wide communication regarding upcoming innovations, fostering a culture of continuous improvement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Learning Facilitator
BMO Harris
04.2021 - 11.2022
- Planning and implementing learning strategies
- Conduct and designed virtual training activities based on department needs and corporate standards including sessions for Microsoft teams involving 15-30 associates
- Design and create training materials using creative, engaging visual aids, and presentation via Microsoft suite: Microsoft word, SharePoint, PowerPoint
- Implemented differentiated instruction methods, addressing the unique needs of each learner within a diverse student population.
- Collected data on program efficacy through data analysis and implemented solutions for improvement.
- Collaborated closely with colleagues to share best practices, resources, and insights into effective teaching techniques.
- Identified areas in need of improvement and implemented solutions.
- Maintained accurate records of student performance, attendance, and behavior to inform ongoing instructional decisions and report cards.
- Enhanced learner engagement by incorporating interactive activities and real-world examples into lesson plans.
Support Analyst
BMO Harris-
11.2019 - 04.2021
- Support Analyst
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via [Software].
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
Education
Master of Science - Human Resource Management
Roosevelt University
12.2021
Foundations of Human Resource - Human Resource Certificate
DePaul University
05.2019
Bachelor of Arts - Family & Human Development and Minor in Organizational Leadership
Arizona State University
12.2018
Skills
- Writing
- Editing
- Detail-oriented
- Advanced preparation
- Clear communication
- Active listening
- Creative thinking
- Problem-solving
- Analytical skills
- Innovation Strategy
- Strategic Thinking
- Organizational Culture
- Design thinking
- Knowledge management
- Customer Journey Mapping
- Innovation training
- Employee Training
- Training and Development
- Operations Management
- Team Development
- Documentation And Reporting
Home
Chicago, Illinois
Timeline
Training & Innovation Manager
The Park District of Oak Park
11.2022 - 08.2023
Learning Facilitator
BMO Harris
04.2021 - 11.2022
Support Analyst
BMO Harris-
11.2019 - 04.2021
Foundations of Human Resource - Human Resource Certificate
DePaul University
Bachelor of Arts - Family & Human Development and Minor in Organizational Leadership
Arizona State University
Master of Science - Human Resource Management
Roosevelt University
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