Meredith Jones
Birmingham,AL
Summary
Deeply analytical, highly personable training and program management professional. 8+ years of experience leading diverse groups and fostering strong connections across all levels of an organization. Expertise in effective communication, simplifying complex information, and aligning training initiatives with strategic goals. Creative thinker, strong problem solver, and empathetic customer advocate.
Overview
9
9
years of professional experience
Work History
Training Specialist
Spire
Birmingham, AL
06.2021 - 09.2024
- Trained customer service representatives to deliver effortless experiences to natural gas customers, with a focus on driving traffic to the self-service platform.
- Developed and maintained curriculum, adjusting to variances in company requirements and unique learner needs.
- Created classroom materials and online learning experiences using Articulate 360, MS Office Suite, SAP Enable Now, SharePoint, and other programs.
- Coached learners for the duration of the training program and the first weeks in the Contact Center, providing detailed feedback to trainees and their supervisors.
- Resolved escalated customer issues, working with multiple departments within Spire to assess the origin of the issue, evaluate back-end adjustments needed, and communicate the outcome to customers.
Apprenticeship Program Manager
Birmingham Promise
Birmingham, AL
09.2020 - 06.2021
- Managed the logistics of a semester-long internship/apprenticeship program for Birmingham City high school students.
- Recruited local employers and over fifty students, coordinated with schools and a staffing agency, and facilitated joint orientation sessions for supervisors and their apprentices.
- Served as a resource for students and employers throughout the program, conducted site visits, and served as intermediary as needed.
- Partnered with the Alabama Office of Apprenticeships to initiate the development of a full-scale, credentialed apprenticeship program.
Manager of Training and Education
Center for Work Education and Employment
Denver, CO
09.2015 - 06.2020
- Managed logistics, staffing, schedule, and curricula for self-awareness and career preparedness training program attended by adults experiencing poverty.
- Tracked data related to participant progress, adherence to government regulations, and attendance to special events.
- Leveraged a restorative approach to resolve conflicts, enforce facility rules, and deliver difficult feedback (up to and including loss of TANF benefits and expulsion from the program).
- Created and formed the Workplace Culture Committee, working directly with the CEO to evaluate workplace morale, develop a committee, and lead the implementation of programs to improve employee experience and reduce burnout.
- As Senior Case Manager, managed the compliance, benefits, and contracts for a caseload of 60-80 participants, balancing the roles of confidant, advocate, and enforcer.
Education
Master of Arts - Educational Psychology
University of Colorado
Denver, CO08-2014
Bachelor of Arts - Communications
Florida State University
Tallahassee, FL 04-2005
Skills
- Group facilitation
- Relationship management
- Customer service
- Certified Effortless Experience Coach
- Project management
- Data analysis
- Curriculum development
- Team building
- Conflict resolution
- Stakeholder engagement
- Communication skills
- Task prioritization
Affiliations
- Self-published author
- Passionate traveler
- Avid community gardener
- Novice painter
- Therapy team in training (with my golden retriever)
Accomplishments
- Proud completer of Spire's Fuel Your Perspective program, 2023
- Graduate of 200-hour yoga teacher training, 2020
- Presenter at the 2019 CAEPA Conference: Drawing Your Way to Stronger Teaching
- Graduate of Voodoo Comedy School of Improv 2017
Timeline
Training Specialist
Spire
06.2021 - 09.2024
Apprenticeship Program Manager
Birmingham Promise
09.2020 - 06.2021
Manager of Training and Education
Center for Work Education and Employment
09.2015 - 06.2020
Master of Arts - Educational Psychology
University of Colorado
Bachelor of Arts - Communications
Florida State University
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