Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mellody Jones

Mansfield

Summary

Experienced business professional with over a decade of expertise in customer service, quality training, ATE consulting, and customer care. Demonstrated leadership and communication skills through successful team training and exceptional performance evaluations. Seeking a permanent position to further excel and contribute to organizational success.

Overview

17
17
years of professional experience

Work History

Quality Assurance

Accenture
08.2022 - Current
  • Provide primary customer support to internal and external customers
  • Review calls and audit them alongside company’s guidelines
  • Lead calibrations to ensure quality team remains aligned
  • Document QA activities and create audit reports
  • Make recommendations for improvement
  • Worked with team analyzing and responding to customer satisfaction surveys
  • Remote

Support Analyst

Cerner
01.2019 - 07.2021
  • Provides phone and email support to our guests for inquiries related to specific patient portal issues
  • Support hospital portals across the USA and Canada
  • Learn and be knowledgeable about each facility’s particular process
  • Helped callers regain access to portal (education, navigation or password resets)
  • Remote Patient Portal Customer Support

Software Trainer

Medasource
07.2011 - 12.2018
  • Instructor led classroom training. Responsible for mastering system applications and workflows, for planning and coordinating training programs and providing education and instruction to end-users. Also responsible for designing and delivering training materials to educate users during the implementation process of strategic and standard techniques. Provide support to end-users by participating in a continuous support plan of system training. Assisted with workflow changes as needed.
  • Developed teaching aids such as training handbooks, tutorials and quick reference guides.
  • Provided one-on-one support to struggling students, helping them catch up on coursework and improve their understanding of key concepts.
  • Conducted training audits of department employees to identify training gaps.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided coaching and mentoring to employees.
  • Facilitated virtual, in-person and blended learning sessions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Sr. Implementation Trainer/Consultant

Homecare Homebase, LLC
07.2018 - 12.2019
  • Serve as subject matter expert to train and support clients throughout implementation of Homecare Homebase software.
  • Remote/On-site

Office Manager/Counselor

SIP Performing Arts Center
03.2008 - 01.2019
  • Managing the Performing Company and team on a day to day and functions
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Facilitated smooth office relocations by meticulously planning and coordinating all aspects of move.
  • Instructs various age-groups on voice, acting, song and play writing for various performances throughout the entire southern region.
  • Crisis counselor for abused teens
  • Worked on suicide hotline
  • Designed and taught curriculum for each class unit
  • Managed office duties for organization
  • Planned, Co-Wrote and Performed stage plays
  • Served as personal assistant to director
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.

Education

Bachelor of Business - Business Administration/Management

The University of Southern Mississippi
Hattiesburg, MS
05.2011

Skills

  • Cerner, EPIC, Homecare Homebase, LLC& Meditech Modules

  • Experience in systems deployment

  • Data Entry/Computer Skills

  • Crisis intervention specialist

  • Clinical care proficiency

  • Excellent Presentation Skills

  • Superb Verbal & Written Communication Skills

  • Experienced in Microsoft Office applications

  • Service excellence

Timeline

Quality Assurance

Accenture
08.2022 - Current

Support Analyst

Cerner
01.2019 - 07.2021

Sr. Implementation Trainer/Consultant

Homecare Homebase, LLC
07.2018 - 12.2019

Software Trainer

Medasource
07.2011 - 12.2018

Office Manager/Counselor

SIP Performing Arts Center
03.2008 - 01.2019

Bachelor of Business - Business Administration/Management

The University of Southern Mississippi

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