MONIQUA JONES
Training Specialist
Baltimore,MD
Summary
Driven, highly versatile professional with 15+ years’ experience in Healthcare, Finance, and Education industries. Leverage extensive leadership experience in staff development, process and productivity improvements, performance management, and curriculum design. Consistently achieve record-high customer satisfaction rankings and improvements to the bottom line. Respected builder and leader of customer-focused teams; instilling shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Excellent communicator and collaborator, leading by example and ensuring policy execution at all times. Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
16
16
years of professional experience
Work History
Sr. Training Specialist
Exelon (Pepco)
Washington, DC
11.2021 - Current
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Responsible for coordinating curriculum and training efforts for DC Infrastructure Academy's Pepco Utility Training program. Pepco Utility Training program prepares DC professionals for fulfilling careers in energy and utility field and training efforts for DC Infrastructure Academy's Pepco Utility Training program. Pepco Utility Training program prepares DC professionals for fulfilling careers in energy and utility fields.
- Liaise with DC government officials, steer interviewing and onboarding process for program participants.
- Collaborate with Pepco Contractors of Choice to develop additional employment opportunities within the field for program participants.
- Monitor graduates of the program and their progress as well as serve as an advisor and counselor.
- Partnered with DCIA staff to increase intensive Construction and Skilled Trades exam (CAST) preparation, which has yielded more than 50% increase in passing rate. Since my employment classes have had more than 70% passing rate.
- Diversity, Equity, & Inclusion: Placement of the first females in the Overhead and Underground Line units in over 15 years. Increased placement of bi-lingual linesman in the utility divisions.
- Led expanded placement of participants with employment into the utility (Pepco); 50% of the past two cohorts have received employment with Pepco.
- Launched increased opportunities for participants to engage in more hands-on activities by collaborating with Line and Training contacts to develop more robust and innovative learning activities.
Senior Quality Analyst, IQA
Highpoint Global
Woodlawn, MD
01.2014 - 11.2021
- Identify, analyze, develop, and utilize various concepts, solutions, and evaluative techniques in support of sharing data with client’s training, content, and various internal support groups
- Evaluate quality of audited Medicare and Marketplace phone calls, email, web chats, written correspondence
- Deliver clear, detailed, and constructive feedback to Customer Service Representatives
- Provide supplemental information on consumer sentiment and customer satisfaction indicators
- Create and review storyboards used in training materials
- Collaborate with vendors and third-party training providers to deliver insights on scripting and training materials
- Promoted from Insight Quality Analyst, IQA to Senior Quality Analyst, IQA
- Contributed toward product development in collaboration with Training and Content teams
- Gauged effectiveness against service level agreements by reviewing and categorizing client feedback
- Reviewed communication script updates as they become available within NGD and spearheaded feedback meetings, establishing and maintaining scoring consistencies among quality analysts.
- Assisted with developing and implementing quality assurance improvements based on call evaluation results.
- Provided ongoing feedback to management and call representatives to foster improvement.
- Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings.
Training and Quality Analyst
Connections Academy, Online School
Columbia, MD
01.2012 - 01.2014
- Facilitated training classes for Customer Connections Agents via eLearning platforms, providing staff onboarding, training, and advocacy, as well as daily quality monitoring of agents
- Engaged with key Senior Management personnel to identify and address training and quality issues
- Supported and developed staff training related to supervision and unique needs of call center staff
- Suggested alterations to training and delivery methods for different user needs
- Maintained and updated Customer Connections manuals, training, and scripts
- Selected to lead training efforts for outsourced call center project in Michigan and Florida
- Introduced training and succession plans for tenured agents to promote unit retention
- Served as CAST (Connections Associates Social Team) member
- Implemented training surveys to determine training opportunities for the Training Department
- Pioneered online testing applications for Customer Connection Agents during training
- Spearheaded training efforts for Senior Assist Agents, including sessions on how to give effective feedback and coaching.
Client Services Manager
ICMA-RC
Washington , DC
01.2006 - 01.2012
- Managed daily operations of the Washington State Plan team (largest plan managed by corporation with $5.8B+ under managed assets); which led to successful additions of a second state plan in November 2011
- Developed and nurtured client relationships, acting as the key interface between ICMA-RC and all state plans serviced by corporation
- Oversaw implementation of several system enhancements (e.g
- Removal of all social security numbers from primary and peripheral systems with new identification numbers and the employment of new work delivery systems AWD)
- Reduced error rate by 60% over the previous year, overhauling the unit’s procedures and implementing targeted training programs
- Increased productivity by streamlining processes and setting clearly defined roles / duties of associates
- Proposed and implemented unit’s team structure, optimizing associate strengths while allowing for greater cross training, reducing errors committed and cultivating greater flexibility within the unit
- Championed formation of an additional team, specializing functions to handle more sensitive and complex transaction processing
- Enhanced communications processes between unit and call center, introducing usage of a SharePoint site which reduced the flow of email communications
- Amplified communication and process improvements through monthly meetings with key external and internal clients
- Received the President’s High Achievement Award –ICMA-RC Washington, DC in 2010
- Promoted from Supervisor (Client Services) to Manager (Client Services).
Education
St. Augustine’s College
University of NC At Greensboro
Greensboro, NCHigh School Diploma -
Seton-Keough High School
Baltimore, MDSkills
- Orientation & On-Boarding
- Staff Recruitment & Retention
- Customer Service Management
- Performance Management
- HR Program/Project Management
- Management Skills Trainer
- Client Services Management
- Call Center Management
- ELearning Development
- Effective Coaching and Feedback
- Carrot Principle Recognition Training
- Expert- Microsoft Office Suite
- Expert –SharePoint
- Training Tools: Captivate, Storyline
- Specialized Financial Software: OMNISTATION, AWD, Global 360, OCR, ICR, OMNI
- Human Resource Software: Performance Manager, PeopleSoft, ULTIPRO, Training Partner, Adobe Connect
- Training Needs Analysis
- Training Program Design
- Creative Solution Development
Accomplishments
- Selected to contribute to corporation’s strategic initiative of talent development, focusing on designing and implementing programs to strengthen associate skillsets, support succession planning, advocate ownership of self-development, and increase associate productivity
- Spearheaded team in outlining several key components to form division’s formal training initiative
- Training and development program encompasses the following:
- Career Planning: Partnered with HR Department, developing specific training sessions for managers focusing on career development and goal setting for associates
- Facilitated team sessions utilizing DISC training while collaborating with HR to avail several other career planning tools
- Engaged with Marketing Division to create Webinars on each unit within client services
- Standardized Training Plans: Established consistency and created uniform training plans
- Instituted usage of a Skills Grid, outlining and assessing knowledge, skills and competencies needed to master various positions
- Housed training plans and skills grids within TrainingPartner
- Training and Development Courses: Utilized survey results to ascertain specific areas and topics where training and development were needed, as well as preferred methods of training
- Developed comprehensive course catalogs to address identified training needs, focusing on technical, systems/applications, and soft skillsets
- Partnered with IT division to enhance user acceptance testing environment
- Resource Sharing/ Job Rotation: Determined that associates would be offered opportunities to employ newly acquired skillsets while broadening knowledge bases and skills
- Created a rotational assignment program for select associates to trade jobs with others for a period of six months to one year
- Supervisor Development: Created specialized training focused specifically on the supervisory role model
- Developed a Supervisor Lecture Series, utilizing case studies and articles from Harvard Business Review
- Spearheaded “Real Talk, Real Life” forums with supervisors to address everyday issues within divisions and units.
Affiliations
Train the Trainer
AMA’s Intro to Management, Kaset customer service training
Power of Effective Feedback
Leading in a Diverse Corporation
Timeline
Sr. Training Specialist
Exelon (Pepco)
11.2021 - Current
Senior Quality Analyst, IQA
Highpoint Global
01.2014 - 11.2021
Training and Quality Analyst
Connections Academy, Online School
01.2012 - 01.2014
Client Services Manager
ICMA-RC
01.2006 - 01.2012
St. Augustine’s College
University of NC At Greensboro
High School Diploma -
Seton-Keough High School
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