Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Multi-talented Program Manager consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.

Work History
Program Manager , 03/2017 - 07/2020
Ul Royal Oak, MI,
  • Maintained tight production timetables and quality standards to give audiences exceptional offerings
  • Met with project stakeholders on regular basis to assess progress and make adjustments
  • Managed Service Now Ticket backlog to reduce volume from 90 days or older down to 1 week or less
  • Interacted with customers and clients to identify business needs and requirements
  • Managed Covid Response Line Scheduling for 40 nurses, weekly, 12 hour shifts
  • Created policies and workflows around Data Governance within Analytics
  • Ensured that design, operation and IT systems complied with applicable regulations
  • Implemented and led meetings, opening up dialog with area managers to discuss projects and tickets
  • Created and presented data using MS Excel spreadsheets and other MS Office tools
  • Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes
  • Provided consultancy to Quality department, serving as primary liaison between it and Analytics department
  • Collaborated with Senior leaders to define legal and operational parameters
  • Provided ongoing direction and leadership for program operations
  • Maintained and updated all project related documents
IS Team Lead/Project Manager, 09/2004 - 03/2017
Northwestern Medicine City, STATE,
  • Developed numerous executive presentations and reports to facilitate project evaluation and process improvement
  • Managed all phases of regulatory projects from procurement to commission resulting in 8 years of successful submissions
  • Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints
  • Developed and initiated projects, including managing costs, schedule and performance
  • Coordinated and prioritized required training courses physicians, nurses and patient service reps
  • Assessed skill gaps for employees in clinical departments and developed training courses to meet identified needs
  • Reviewed and edited all training materials for accuracy and company policy compliance
  • Directed field training to enhance participants' skills
Corporate Travel Quality Control Manager, 06/2000 - 03/2004
American Express City, STATE,
  • Corporate agent assisting with Fortune 500 businesses travels plans
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
  • Drove operational improvements which resulted in savings and improved profit margins
  • Member of Employee Satisfaction Team
Site Manager/Lead Travel Counselor, 08/1995 - 06/2000
American Express/Disney Travel City, STATE,
  • Monitored, coached and supervised team of 10 employees
  • Oversaw employee attendance record, interviewed, hired and trained new workers
  • Developed training manual and on-the-job training programs
  • Provided general office administration, including correspondence, filing and spreadsheet development
  • Resolved issues between employees and customers using company policies
  • Created weekly and monthly reports and presentations for management team
  • Quality Control and Ticketing
  • Disney Trained in Customer Service
  • Proficiency in Office programs
  • Knowledge of Service Now
  • Organized managerial style
  • Project and Program Management
  • Program leadership
  • Program management expertise
  • Program implementation
  • Analytics program experience
  • Knowledge of Epic Systems
  • Managerial experience
  • Work Process Optimization
  • Problem resolution
  • Conceptual thinking
  • Employee evaluations
  • Presentation and facilitation
  • Online conferencing
  • Customer Focused
  • Agile methodologies
  • Business Relationship Management
  • Process Development
  • Infrastructure solutions
  • Communications
  • Business operations
  • Customer service
  • Quality assurance
  • Team management
  • Key performance indicators
  • Data collection and analysis
  • Training program creation
Certificate : Travel And Tourism, Expected in
College of Dupage - Glen Ellyn, IL,
: , Expected in
American Express - Rolling Meadows, IL,
  • Walt Disney Company Customer Service Training - Orlando, FL
  • Conflict Management - Rolling Meadows, IL
  • Art of Supervision - Los Angeles, CA
  • Moving Into Leadership Effectiveness - Chicago, IL
: , Expected in
Northwestern Medicine - Chicago, IL,
  • Leading Your Business with Excellence Certificate - Chicago, IL
  • Leading Others with Excellence Certificate - Chicago, IL
  • Project Performance Essentials Professional Development Certificate - Chicago, IL
  • Teamwork Performance Essentials Professional Development Certificate - Chicago, IL
  • New Leader Orientation Certificate - Chicago, IL
  • EpicCare Ambulatory Certification
  • Executive Board Member of the Auxiliary of Northwestern Medicine

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School Attended

  • College of Dupage
  • American Express
  • Northwestern Medicine

Job Titles Held:

  • Program Manager
  • IS Team Lead/Project Manager
  • Corporate Travel Quality Control Manager
  • Site Manager/Lead Travel Counselor


  • Certificate

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