Change Management Lead Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Websites, Portfolios, Profiles
Professional Summary

Culturally Competent Diversity, Equity, and Inclusion Champion. Talented program developer and director with 5+ years of change and project management experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

  • Leadership
  • Written Communication
  • Team Building
  • Customer Service
  • Interpersonal Communication
  • Collaboration
  • Training & Development
  • Microsoft Office
  • Business process re-engineering
  • Project planning and development
  • Sales processes
  • Goals and Performance
  • Operations
  • Staff Management
  • Analytical problem solver
  • Strategic planning
  • Organizational Development
  • Cultural awareness
  • Change Management
  • Cross-functional communication
  • Lean / Six Sigma
  • Project Management
  • Vendor management
  • Volunteer Management
  • Event Management
  • Deductive Reasoning
  • Conflict resolution skills
  • Organization and Time management
  • Empathy
Work History
12/2017 to Current Change Management Lead Darling Ingredients, Inc. | Wellman, IA,
  • Lead corporate and servicing projects and strategic initiatives including, change management, learning and development, and technological improvements.
  • Developed an Ambassador program in which end users previewed the system during development, assessed in UAT and will be Change Agents and Subject Matter Experts during and post deployment of an Omni Channel Solution.
  • Championed process improvements for escrow operations based on research and analysis conducted by my team.
  • Identified 15 improvements in the areas of process and technology with projected savings of $3.6M.
01/2017 to Current Sr. Business Analyst Leidos Holdings Inc. | Goodfellow Air Force Base, TX,
  • Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
  • Developed diverse reporting packages to meet individual needs of sales, marketing, product management and senior leadership.
  • Created and improved intelligence resources to facilitate consistent data management strategies.
  • Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of action.
  • Drove a 12% YOY reduction of repeat calls through business recommendations using Voice of the Customer tools such as Speech Analytics.
05/2013 to 01/2016 Business Analyst Mercy Healthcare | Rolla, MO,
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Made business recommendations based on synthesized data which resulted in a in 20% improvement in sales for a pilot group.
  • Lead cross functional strategic initiatives to bridge process and communication gaps between field support and contact center employees.
  • Recommended process improvements which reduced repeat call volumes by 13% YOY.
  • Developed and trained on a Quality Call Flow which was adopted as a company-wide standard practice.
08/2011 to 05/2013 Sales and Service Supervisor Mouser Electronics | Mansfield, TX,
  • #1 Sales team in the nation for sales and customer satisfaction in 2011.
  • Reduced churn rate of 3 team transferees by 63%.
  • Optimized operational performance by identifying trends, issuing advisories and recommendations, requesting resources and applying new customer experience techniques.
  • Matured strong customer and sales team relationships, boosting customer satisfaction ratings 52% and increasing overall revenue 75%.
  • Coached and developed new sales associates to contribute to a positive culture.
Expected in 2023 Master’s Degree | Organizational Leadership Southern New Hampshire University, , GPA:
Expected in 2010 Bachelor’s Degree | Public Administration University of Central Florida, , GPA:
Expected in 2010 Non-Profit Management | University of Central Florida, , GPA:
  • Certified Diversity, Equity, and Inclusion Essex Business School - 2021
  • Certified Change Practitioner, Prosci Inc. - 2020
  • Certified Scrum Master, Simplilearn - 2020
  • Certified Six Sigma Green Belt, Management and Strategy Institute - 2015

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Resume Overview

School Attended
  • Southern New Hampshire University
  • University of Central Florida
  • University of Central Florida
Job Titles Held:
  • Change Management Lead
  • Sr. Business Analyst
  • Business Analyst
  • Sales and Service Supervisor
  • Master’s Degree
  • Bachelor’s Degree
  • Non-Profit Management