Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Project Manager and Scheduler offering nearly 20 years of progressive experience in project coordination and planning in high-volume settings. Exceptional leadership skills with history of building, mentoring, and training top-performing teams to excel in productivity and customer service. Known for strong communication and presentation skills across diverse audiences. Committed to identifying and implementing continuous improvements using both creative and analytical problem solving.

  • Business process re-engineering
  • Project planning and development
  • Multi-Site Operations
  • Advanced Problem Solving
  • Strategic planning
  • Software Development Lifecycle
  • Procedure development
  • New product introductions strategies
  • Staff Management
  • Project Management
  • Production Management
  • Scheduling
  • Training and Development
Work History
08/2017 to 08/2021 Senior Traffic Specialist Norwegian Cruise Line | Mesa, AZ,

Received multiple promotions to positions of increased responsibility based on exceptional leadership and planning skills.

  • Lead project management and scheduling activities for up to 2,500 monthly deliverables, including facilitating project kickoff, production, and scrum meetings.
  • Supervise, train, and manage team of 41, including schedulers, drafters, quality care specialists, and engineers.
  • Identify and implement process and quality improvements to drive efficiency, performance, profitability, and adherence to project timelines.
  • Oversee project change management to address dynamic targets, staffing changes, and operational specifications.
  • Effectively manage project resources to meet production objectives.
  • Manage incident escalation to ensure compliance with company standards.
  • Regularly present project status updates to key stakeholders.


  • Increased output from 800 to 2,500 deliverables per month.
  • Increased utilization metrics from 76% to 85% by creating new workflows that removed redundancies.
  • Key player in growing profits from $1.2M to $5.8M annually through efficient scheduling and workflow management.
  • Designed workflow models to automate invoice billing processes resulting in quicker payment timelines.
  • Mastered software and processes to manage CAE production increase of 300% with no additional Traffic Specialist headcount.
  • Uncovered $100K in un-billed deliverables and partnered cross-functionally to confirm and invoice unpaid work.
  • Trained three Traffic Specialists in other departments to increase employee utilization and output of deliverables.
03/2009 to 03/2015 Video Services Coordinator Level 4 - Supervisor/Shiftlead CenturyLink | City, STATE,
  • Collaborate with internal and external teams to complete Event projects with Third Party Vendors, Provisioning, IT, Video Transmission, TOC, Teleport, Sales Team and Accounting.
  • Supervise 13 staff members in all daily functions.
  • Host training for staff members and customers on multiple software applications, operating systems and updated procedures.
  • Key member on development team project including testing, design and customer training.
  • Scheduling of domestic and international customer service request including JPEG, MPEG, HD and SD ASI, HD and SD SDI, NTSC, PAL and conversion of video and audio signals.
  • Responsible for trouble ticket creation
  • Accounting End-of-Month on Satellite and third party vendors.
  • Work in fast-paced environment with focus on customer experience and customer satisfaction.
  • Performed on management team for Event projects including Academy Awards, MTV Awards, MLB, NFL, NHL, Royal Wedding 2011, Obama Presidential Inauguration 2009, Presidential Elections 2008, US Open, Emmy's in all Satellite, Fiber Network, and Teleport.
  • Manage Disaster Recovery Location -installation and update various software's.
03/2003 to 03/2009 Video Services Coordinator CenturyLink | City, STATE,
  • Receive 75 inbound calls from customers, third party vendors and internal peers concerning Fiber, Satellite, and Teleport bookings, provisioning, accounting questions and network capabilities.
  • Coordinate domestic and international fiber, satellite, hub, teleport booking with following services: JPEG, MPEG, HD and SD SDI, HD and SD ASI, NTSC, PAL and conversions with video and audio.
  • Proficient data entry experience and stream lined processes and procedures to insure efficiency within Video Services Department.
  • Provided technical support for customers via online booking systems VYVX Inview, Media Portal and Vyzn.
  • Provided Customer and Peer training via On Job Training.
  • Communicate continuously with team members and management to effectively resolve network, customer escalation and system issues.
  • Work in fast-paced environment with focus on customer experience and satisfaction.
12/2000 to 08/2002 Broadcast Operations Technician II CenturyLink | City, STATE,
  • Kept signal strong, clear and reliable with continuous monitoring and optimization of broadcast equipment.
  • Completed emergency fixes as stopgap until maintenance teams could conduct advanced repairs.
  • Worked with broadcast clients to strengthen audio and video quality during broadcasts.
  • Evaluated program schedules and prepared programs to assess transmission readiness and identify any signal issues.
  • Selected sources from which programming would be received or through which programming would be transmitted.
  • Reported equipment problems, checked on repairs, and made emergency repairs to equipment as necessary.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Activating Hub providers, obtaining visual confirmation, service extensions, overseeing network availability, limiting Mean Time To Restore (MTTR), scheduling maintenance, proactive monitoring and overseeing integrity of network
  • Knowledge of Satellite and Teleport Operations, Telecom Networks, Digital Video ATM, DS3. Open, document, manage and close trouble tickets to department document standards
  • Troubleshoot/repair system connectivity problems, outages, interferences and other network issues to ensure effective performance.
  • Switch broadcast signals into control center for visual confirmation.
  • Responsible for all broadcast service restoration during outage and impairment situations. Extend and goodnight live reservations. Receive customer calls in call center capacity.
  • Developed team communications and information for meetings.
  • Delivered JPEG, MPEG, HD and SD ASI/SDI to customer locations within specific timeframes.
Expected in Bachelor of Science | Communications Oral Roberts University, Tulsa, OK GPA:

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School Attended

  • Oral Roberts University

Job Titles Held:

  • Senior Traffic Specialist
  • Video Services Coordinator Level 4 - Supervisor/Shiftlead
  • Video Services Coordinator
  • Broadcast Operations Technician II


  • Bachelor of Science

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