Malina Jones
Gilbert,AZ
Summary
Highly skilled project coordinator with a proven track record in creating training programs from scratch, mentoring new hires, and optimizing processes. Experienced in project management, data analysis, compliance research, and software utilization to enhance educational experiences. Seeking to leverage expertise in delivering engaging training materials and assessments as an Enablement Specialist at Alma.
Overview
8
8
years of professional experience
1
1
Certification
Work History
SBS Technical Support Specialist
Automatic Data Processing
06.2020 - Current
- Compiled and wrote training materials and conducted 12-month training sessions on quality control activities.
- Supported and coached employees as part of successful training initiatives.
- Decreased necessary training time by updating and overhauling training program.
- Measured training program effectiveness through testing and surveys.
- Achieved timely completion of research projects by effectively managing time and resources, ensuring deadlines were met consistently.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Created comprehensive documentation for all implemented systems, facilitating easy reference for future troubleshooting or modifications.
- Collaborated with cross-functional teams on special projects aimed at improving overall company efficiency.
SBS Implementation Specialist
Automatic Data Processing
01.2019 - 06.2020
- Mentored and coached new hires in Implementation
- Supervised team in manager's absence, ensuring that team was supported and productivity expectations were met
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Chosen by supervisor to resolve issues and repair relationships with escalated accounts by going above and beyond for the client
- Attended the NPS council meetings to identify challenges that clients experience and to create solutions to address those challenges
- Conducted department training on how to implement advanced RUN features and how to train clients on those features
- Consistently in the top ten percent in the region for productivity
- Created a comprehensive training checklist for new hires
- Promoted to Implementation Specialist II in 2020.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
Operations Support Coordinator
Bridgecrest
08.2018 - 01.2019
- Initiated the development of revised training protocols and aided in the writing of a new training manual
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Prevented and minimized processing errors by analyzing trends and implementing feedback from managers.
- Communicated with customers and third-party agencies to obtain information and resolve customer/client concerns
- Performed various administrative support tasks, such as scanning, faxing, emailing, and drafting letters to customers.
- Participated in operations team meetings to coordinate and assign project management tasks.
- Performed administrative duties and prepared operational procedures to assist operations support manager.
Lead Administrative Coordinator
Four Directions
02.2016 - 08.2018
- Created a training protocol for the department and provided direct training to new staff
- Optimized the structure and responsibilities of the position to increase productivity by 150%
- Delivered and requested information via phone and email to business partners to ensure quality of service
- Audited records of provided services and notified supervisors regarding deficiencies or discrepancies
- Utilized Excel to track and schedule outreach and communication for over 400 clients.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
Education
Bachelor's Degree in Human and Family Development -
ARIZONA STATE UNIVERSITY
Tempe, AZ2016
Skills
- Technical Troubleshooting
- Remote Support
- Project Management Basics
- New Hire Training
- Program Development and Curation
- Research Literacy
- Quality Documentation
- Mentoring
Accomplishments
- Trained and led technical support teams of more than 100 support specialists.
- Best Employee in Service Excellence award, 2020-2023
- Successfully restructured and implemented in-house and external signature training.
- Developed 12-month training program with over 24 topics.
Certification
- GILD Leadership Program, ADP - 2021
Timeline
SBS Technical Support Specialist
Automatic Data Processing
06.2020 - Current
SBS Implementation Specialist
Automatic Data Processing
01.2019 - 06.2020
Operations Support Coordinator
Bridgecrest
08.2018 - 01.2019
Lead Administrative Coordinator
Four Directions
02.2016 - 08.2018
Bachelor's Degree in Human and Family Development -
ARIZONA STATE UNIVERSITY