LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Experienced professional with over 10 years of unique knowledge in a variety of key roles seeking to leverage managerial and organizational skills. Passionate about team collaboration, process improvement, efficiency, and creating scalable work environments & processes.

Skills

· Organization

· Process improvement

· Project management

· Strategic planning

· Leadership

· Strategic account management

· Operations, data analysis & reporting

· Flexible

Education and Training
Western Culinary Institute Portland, OR, Expected in Associate of Arts : Culinary Arts - GPA :
Lane Community College Eugene, OR, Expected in Associate of Arts : General Studies - GPA :
Certifications
  • Project Management Professional (PMP) (Anticipated Completion 12/2020)
Experience
Charles River - Client Account Manager
Mattawan, MI, 12/2019 - 08/2020

Strategically restructured complex national accounts to ensure a seamless and efficient workflow while managing Portland operations in a quickly changing, post-acquisition environment.

  • Managed Portland Client Services team throughout acquisition changes, created updated metrics and reporting in Salesforce, mapped employees to new roles and training, employee policy and procedure adoption, and coaching while maintaining a seamless customer experience.
  • Strategic account and project management using product knowledge and hands on operational workflow experience to implement effective payment automation workflows for new national accounts and the restructure of existing, highly complex accounts.
  • Spearheaded the lifecycle of client SaaS payment platform transitions, bridging multiple groups at Paymerang while leading presentations, contract review, protocol and workflow training, implementation, client deployment, and account management while providing strategic planning and execution of new products/platform.
  • Guided direct reports with Paymerang Management and HR to create a cohesive process and standardize the business SLA’s while maintaining quality for the clients on the legacy platform.
  • Assisted in business development presentations and strategic planning as the SME on operational workflow, process efficiency, customer revenue and retention.
  • Cross team collaboration to determine the business needs and drive resolution with process improvements or development items.
Homesite Insurance - VP of Operations
Jacksonville, FL, 01/2018 - 12/2019

As a small payments processing organization, the Operations Team was responsible for many aspects of the business including the day to day client services support, presales meetings with potential clients, new client implementation, supplier enrollment and onboarding (new and existing clients), third party vendor management and payment processing.

  • Restructured three isolated departments into a single Client Services group, realigned workflow to gain cross training and succession structure, benchmarked salaries, designed and implemented metrics, and deployed management-based objectives (MBO) with SMART goals and performance reviews.
  • Created and managed key partnerships to enhance payment platform options, eliminate costs for vendor enrollment, and increase client revenue and automation.
  • Continuous improvement of Salesforce CRM to reduce the number of required resources and manual processes, including the self-directed design and creation of a Salesforce ticketing system savings $24K annually and adding the ability to track/create/report operational metrics.
  • Audit of operations process flow and 3rd party resources to replace outdated, costly, and time-consuming processes with automated, real-time solutions, including; research of upgraded options, defining business need and staffing requirements, budget approval, and the creation/execution of the approved project plan.
  • Researched Salesforce admin process, designed and created a Salesforce ticketing system, resulting in the savings of $24K annually and the ability to track/create/report operational metrics.
  • Dynamic cross-functional collaboration to brainstorm, assist in the design and implementation of new technical functions, UAT testing and change management with internal and external stakeholders.
  • Created alert protocol for internal issue escalation and communication, root cause analysis, standardized customer incident report process, and the design and implementation of short and long-term corrective actions for issue resolution.
Auditboard - Senior Director of Supplier Enablement
Atlanta, GA, 04/2015 - 01/2018

Responsible for providing a strong focus on revenue generation and client satisfaction. Engaged in strategic customer implementation planning to ensure a high percentage of electronic payment enrollment.

  • Created workflow and electronic enrollment process for multiple payment types resulting in the streamlined enrollment process for vendors and increased revenue and automation for clients.
  • Supervised the tasks and performance of three direct reports, providing training as needed.
  • Created a ‘one touch’ integrated payables vendor outreach program to initiate calls to vendors and offer multiple payment types for increased revenue for clients and heighted payment volume, providing instruction to a partner organization in the process.
  • Negotiated a no-cost enrollment service through the partner company to manage onboarding, saving upfront costs and hiring requirements.
  • Designed and implemented electronic enrollment forms for the integrated payables platform.
  • Managed the pipeline report, drove revenue through onboarding campaigns and strategy, and managed data in Salesforce.
  • Designed and implemented an updated Salesforce structure to allow the use of native Salesforce functionality and streamlined processes.
Inworks - Client Support Specialist
City, STATE, 03/2010 - 04/2015

Outside of the management team, I was the first employee hired by Inworks. My initial role was to be available to assist as needed and perform an array of administrative and customer service tasks.

  • Delivered outstanding customer support, engaging in problem solving and product planning/deployment.
  • Provided key input into the company’s development of process, procedures, and policies.

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Resume Overview

School Attended

  • Western Culinary Institute
  • Lane Community College

Job Titles Held:

  • Client Account Manager
  • VP of Operations
  • Senior Director of Supplier Enablement
  • Client Support Specialist

Degrees

  • Associate of Arts
  • Associate of Arts

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