Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Intelligent and enterprising Director of Guest Experience with 12 years of experience in guest service industry. Growth-minded strategist and implementer of key operational improvements through corporate objective triage and situational support. Expert problem-solver and planner with demonstrated business leadership and development skills.

  • Management interaction
  • Event details
  • Training & Development
  • Project planning
  • Sales
  • VIP services
  • Social media networking
  • Training and mentoring
  • Event support
  • Leadership training
  • Operations oversight
  • Cost analysis and savings
  • Employee development
  • Cross-functional team management
  • Policy/program development
08/2019 to Current Director of Guest Experience Aza | Cross, SC,
  • Managed daily operations by overseeing financials, key performance indicators and employee performance.
  • Aided senior leadership during executive decision-making process by generating daily reports to provide data for consideration of corrective actions and improvements.
  • Estimated materials and labor requirements to complete jobs within budgetary and timeline requirements.
  • Conducted performance evaluations to check associates' performance and compliance with policies.
  • Assigned work to employees based on project requirements and individual team member strengths.
  • Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Cross-trained in every department role to maximize operational knowledge.
  • Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
  • Worked closely with other stakeholders to immediately address issues and implement effective solutions.
01/2018 to 07/2019 Senior Program Director Cognizant Technology Solutions | Foxboro, MA,
  • Oversaw daily operations of camp program functions.
  • Increased camp program effectiveness by implementing strategic operational improvements.
  • Engaged closely with program participants to uncover issues, determine appropriate solutions and offer assistance.
  • Coordinated planning and program development between news teams and other programming staff.
  • Managed program operations and provided strategic leadership for all workers.
  • Verified accuracy of programming logs and conformance with ACA rules and regulations.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Contributed to development, planning and completion of project initiatives.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Recognized by management for providing exceptional customer service.
  • Performed site evaluations, customer surveys and team audits.
  • Created agendas and communication materials for team meetings.
  • Coordinated, tasked and supervised staff to sustain organizational operations and champion organizational mission.
  • Liaised between organizations, partners, stakeholder, and members to promote and improve services and communication.
  • Designed and implemented standard operating procedures in various departments for optimal efficiency.
  • Minimized financial risk by establishing and maintaining best financial practices.
08/2013 to 12/2017 Senior Program Director Engility Corporation | Macdill Afb, FL,
  • Managed 30 departmental associates to provide optimal productivity for multi-building campus.
  • Delivered positive parent experiences by implementing effective quality assurance practices.
  • Led design and implementation of program policies, frameworks and toolkits for comprehensive and well-controlled change management process.
  • Developed programs and initiatives to support organization's long-term goals.
  • Consulted with staff to share best practices and corrective action plans related to YMCA After School Program.
  • Communicated effectively with staff to gain better understanding of state rules, laws and regulations, which promoted efficient development of legal parameters.
  • Kept programming on tight schedules, maintaining optimal quality standards to keep parents and students informed or entertained.
  • Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Oversaw completion of productivity goals and educated employees on established organization processes.
  • Delivered conflict resolution by moderating disputes and grievances between parties with goal of speedy and fair resolution.
  • Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
  • Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.
  • Cultivated relationships with community groups, project stakeholders and funding sources to maximize program outreach.
Education and Training
Expected in 12/2012 Bachelor of Science | Exercise Science Texas State University, San Marcos, TX, GPA:
Expected in 05/2014 Master of Science | Exercise Science Texas State University, San Marcos, TX, GPA:
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School Attended

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  • Texas State University

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  • Bachelor of Science
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