communications and change management analyst resume example with 4+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - - -
Professional Summary

Dedicated Communications professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Expected in 05/2022 to to
Master of Science: Communication Management
Towson University - Towson, MD,
Expected in 05/2017 to to
Bachelor of Science: Journalism
Towson University - Towson, MD,
  • Critical Thinking
  • Attention to Detail
  • Decision Making
  • Excellent Communication
  • Collaboration
  • Organization and Time Management
  • Team Player
  • Dependable and Responsible
Work History
03/2022 to Current
Change Manager Willis Towers Watson Philadelphia, PA,
  • Develop solutions to address complex issues and operational gaps.
  • Manage internal and external client-facing relationships through transitional periods.
  • Partner with Business teams to understand needs and mitigate potential problems.
  • Build support for change throughout business unit through direct outreach strategies.
  • Create methods to integrate functions, optimize processes and prepare staff through proactive training.
  • Detect workforce collaboration use cases and problems from employees through interviews, focus groups and surveys.
  • Oversee change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Apply a structured change management methodology and lead communications and training activities.
  • Utilize change management strategies and completed change management assessments.
  • Identify, analyze and prepare risk mitigation tactics to anticipate resistance.
  • Create actionable deliverables for the following Change Management activities: Communication Strategy; Learning and Development and Change Network.
  • Lead and coordinate program communication efforts across various projects and initiatives.
  • Support learning and development efforts, specifically the look and feel from a communications perspective.
  • Consult and advise Project team members and key Business Partners in the change/communications process.
  • Work with Product Owners/Project Managers/other Change Managers to integrate change management activities into project plan.
  • Assist with evaluating and ensuring user readiness through a change readiness assessment.
  • Monitor change adoption post implementation through an assessment of KPIs, review sessions, surveys and feedback from the Leadership team and Change Champions.
  • Define short and long-term change adoption metrics – Manager program Change Analytics Approach and Baseline.
  • Support and engage with other change resources at the business level (Operating Companies and Allegis Change Managers).
  • Establish and manage a cross-operating company Change Network of key business stakeholders.
  • Manage communications calendar for the entire Change Management team.
  • Set and continually manage Change Management expectations with team members and other stakeholders.
  • Coach, mentor, and lead project team members (IS and internal customers), educating each in the process and tools being used and their role in the process.
06/2020 to Current
Communications and Change Management Analyst Rr Donnelley & Sons Timonium, MD,
  • Partner with senior colleagues to design, present and implement custom communication and change management strategies and programs for a broad range of programs, largely focused on Information Technology (IT) transformation, employee experience, organization transformation, the future of work, training and culture.
  • Orchestrate cross-functional meetings to coordinate change management strategy implementation across divisional leadership roles.
  • Help create organizational communication strategies to drive employee engagement, improve stakeholder and project management, mitigate potential risks and set clear expectations across functional areas.
  • Produce internal communications at Sinclair (i.e., company-wide and targeted stakeholder groups).
  • Assist with creating and editing internal employee newsletter, communicating current IT trends and HR initiatives within the workplace.
  • Identify and communicate potential risks associated with proposed changes, illustrating possible remedial and preventatives measures.
  • Coach business leaders on the importance of effective communication and change management within the workplace.
  • Build and maintain relationships with internal key executive stakeholders, Business Partners (BPs) and opinion leaders.
  • Translate complex concepts into compelling and engaging communications across various media, including print and digital, with an eye towards cutting-edge solutions and data integration.
  • Develop technical knowledge and skills across a variety of industries and IT areas.
  • Assist with design, production, and presentation of materials for stakeholders (i.e., presentation formatting, graphic design support, proofreading, scheduling meetings and answering client inquiries).
  • Manage all communication efforts within Excel, Outlook calendar and Teams to ensure organizational alignment.
  • Leverage Excel to create and supply monthly communication reports to Senior Leadership team.
  • Employ (audience engagement platform) to capture employees' experiences, measure satisfaction levels, improve employee engagement and create a feedback-rich and data-driven culture within the enterprise.
04/2019 to 05/2020
Client Liaison Specialist II Lennar Boise, ID,
  • Effective liaison between customers and internal PGDx departments.
  • Promoted available products and services to customers during service, account management and order calls.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Developed, updated and organized customer accounts within ERP (SAGE), CRM (Salesforce), Smartsheet and PGDx customer ordering database system.
  • Facilitated customer PGDx product orders within ERP (SAGE), CRM (Salesforce), Smartsheet and PGDx customer ordering database system.
  • Invoiced customers based upon product list prices and customer pricing from sales generated quotes or contracts located in PGDx’s CRM software.
  • Developed HTML code for internal PGDx ordering portal.
  • Partnered with senior leadership to gather requirements for PGDx ordering portal.
  • Developed ordering process based on necessary FDA and application requirements to use across all departments at PGDx.
  • Implemented and developed customer service training processes to train internal employees.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Maintained up-to-date knowledge of product and service changes.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Constructed standard operating procedures (SOPs) for Customer Service department.
  • Assisted with training of new hires in the Customer Service department.
  • Created training materials for internal and external clients to align with PGDx ordering process requirements.
  • Designed templates for external client use: Order Forms, RMA Request Form, Order Acknowledgement Form and Shipment Confirmation Form.
  • Captured pictures and video of PGDx products and services for internal and external clients.
12/2017 to 03/2019
Client Services Specialist Amazon City, STATE,
  • Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Introduced clients to available online resources and services to increase convenience.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Contacted clients to verify account information and maintain accuracy, resulting in significant customer satisfaction.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Promoted available products and services to customers during service, account management and order calls.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Enabled physicians to order pan-cancer gene testing for patients with an advanced cancer diagnosis.
  • Facilitated acquisition of samples from patients and pathology departments through initial outreach and regular follow-up.
  • Reviewed documentation associated with each clinical case: Test requisition form, insurance cards, pathology, letter of medical necessity and medical records.
  • Ensured patients had an understanding of testing done by PGDx as well as associated instructions and paperwork.
  • Develop process for managing the tumor tissue return process to efficiently track current inventory and shipping dates.
  • Created educational material and customer-facing documentation for patients, physicians and pathologists.
  • Identified and investigated root cause of tumor handling errors through Corrective Action/Preventive Action (CAPA) investigations with Quality Assurance team.
  • Developed and implemented process improvement plans as a result of CAPA investigation.
  • Maintained regular and effective communications with customers and internal PGDX teams.
  • Collaborated with insurance companies to ensure if pre-authorization is required for testing purposes.
10/2017 to 12/2017
Assistant Manager Company Name City, State,
  • Managed and allocated work to AFE Department of 50-100 team members.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Conducted daily staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
  • Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
  • SBG Internal communications audit – provided professional presentation with a 34-page document highlighting finds and recommended optimizations to help shape the future of our workplace communications.
  • Played on the Women's Lacrosse Team at Neumann University (2012-2013) and CCBC Essex (2013-2014).
  • Tau Sigma National Honor Society at TU (2016).
  • Change Management — Guiding Principles and Practices (Issued April 2022)
  • Organizational Change — Managing and Supporting Employees (Issued April 2022)
  • Fundamentals of Media Relations (Issued March 2022)
  • COVID-19: Back to Campus (Issued 2021)
  • COVID-19: Insights for HIgher Ed Leaders (Issued 2021)
  • Mental Health for Higher Ed and Healthcare (Issued 2021)
  • Participating in Vaccine Research (Issued 2021)
  • What You Need to Know About COVID-19 Vaccine (Issued 2021)
  • Students - Class Projects (Issued 2021)
  • Remote Contact Tracing (Issued 2021)
  • Intrapersonal Communication and Development Key Traits (Issued 2021)
  • Introduction to Change Management (Issued 2020)
  • Hootsuite Platform Certification (Issued 2020)
  • Social Marketing Certification (Issued 2020)
  • Leverage Unexpected Incidents to Improve Workflow Learning for Employees (Issued 2019)
  • Standard First Aid, CPR and AED (Expires May 2022)

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Resume Overview

School Attended

  • Towson University
  • Towson University

Job Titles Held:

  • Change Manager
  • Communications and Change Management Analyst
  • Client Liaison Specialist II
  • Client Services Specialist
  • Assistant Manager


  • Master of Science
  • Bachelor of Science

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