Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Michaela Jones

Kansas City,MO

Summary

Dedicated to delivering skilled and confident drivers. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Onboarding Optimization Manager

Waste Management
08.2023 - Current
  • Aided in improved Market Area retention by implementing streamlined processes and effective communication strategies.
  • Onboarded new employees with training and new hire documentation.
  • Fostered relationships with site leadership to build action plans including interviewing, first year driver and technician retention, onboarding, continued training and Designated Driver Trainer training.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.

Driver Trainer

Waste Management
02.2022 - Current
  • Conducted new hire training on multiple topics in virtual and live settings.
  • Identified driver training needs to make recommendations to manager.
  • Tracked daily driver reports to comply with regulatory standards.
  • Maintained regulatory compliance documentation to promote safety and compliance culture.
  • Evaluated performance of assigned personnel and provided corrective actions of trainees during closed course training.
  • Developed and implemented training materials and course updates.
  • Instructed on important WM regulations and company policies including Rules Book, LCR's, SAFETY Defensive Driving System, etc.

Training Coordinator

Waste Management
01.2019 - 02.2022
  • Created and maintained detailed training records and reports for management review.
  • Produced training manuals, presentations and resources for enhanced learning.
  • Worked with central management to identify, plan, align, and address training needs.
  • Scheduled and coordinated training sessions, including booking flights, reserving apartments/ hotels, securing per diem cards, coordinating catering, and communicating arrangements to driver's management team.
  • Built constructive trainer and vendor relationships for successful program delivery.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management.

Customer Experience Agent

Waste Management
08.2017 - 01.2019
  • Primarily responsible for providing a swift and excellent customer service experience to all inbound callers for the Northern California (including Nevada) Market Area
  • Part of a team responsible for highest Voice of the Customer surveys in the company
  • Demonstrated initiative to cross-train in multiple customer service functions to provide the widest range of employee value possible
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

Barista Trainer

08.2015 - 08.2017
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems.
  • Customized training strategies based on individual barista knowledge, experience and strengths.
  • Taught proper procedures and strategies for success to new employees.
  • Trained new employees in groups and in one-on-one scenarios.

Education

High School Diploma -

Cactus High School
Glendale, AZ
05.2015

Skills

  • Policy Implementation
  • Student Assessment
  • Classroom Instruction
  • Driver Safety Programs
  • Corrective Actions
  • Assess Student Progress
  • Managing Safety
  • Coordinating Files
  • Critical Thinking
  • Defensive Driving
  • Data Communications
  • Performance Management

Accomplishments

  • Implemented reports leading to an increase in OJT Compliance from 64% to 94%
  • Standardized Interviewing, Pre-boarding and Onboarding procedure for one of the largest sites in WM's Organization
  • Evaluated employee training registration processes and assessed need for supplemental training or updates
  • Coordinated and scheduled training classes and travel including: New Hire Driving Training/ New Hire
  • Technician Training/ Designated Driver Training/ Route Manager Training
  • Facilitated program needs, including schedule management, materials selection, and participant follow-ups
  • Demonstrated initiative to cross-train in multiple functions to provide the widest range of employee value possible
  • Part of a team that is responsible for world class Safety Training of our newest company members
  • High expectations to maintain accountability as it relates to scheduling/ attendance/ integrity and professional relationships
  • Regularly attend and successfully complete ongoing training

Certification

  • Human Centered Leadership, Waste Management - 6 Months
  • CPR, First Aid, and AED Instructor - 6 months
  • Forklift Certified - 2 years

Timeline

Onboarding Optimization Manager

Waste Management
08.2023 - Current

Driver Trainer

Waste Management
02.2022 - Current

Training Coordinator

Waste Management
01.2019 - 02.2022

Customer Experience Agent

Waste Management
08.2017 - 01.2019

Barista Trainer

08.2015 - 08.2017

High School Diploma -

Cactus High School

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Michaela Jones