Jamilah Stephens

Passionate leader with more than 10 years’ experience in project and operations management, and customer care. A proven track record of communicating effectively with stakeholders, customers, and customer service teams. Adept at building high-performance organizations and establishing collaborative work cultures.

• Administration Experience: Leadership, Financial Management, Program Management
• Leadership: Senior manager with years of direct experience in mentoring and leading teams to success. Served on cross-functional teams conducting strategic planning, project management, and business process improvements to senior leadership. Directly managed, mentored, and coached a team of project managers tasked with delivering solutions on time and within budget across the organization.
• Financial Management: Coordinated annual operating budgets and managed monthly expenditures for departmental budgets. Analyzed financial data and developed reports and presentations for senior leaders.
• Program Management: Led enterprise project delivery through all phases of the development life cycle. Experieced in spearheading a wide range of state and municipal government projects, from the construction of $400 million-dollar commercial developments to the deployment of $10 million-dollar technology systems, applications, and software migrations.
• Customer Service Experience: Customer Relations, Cashhandling, Sales
• Customer Relations: Resolved post-sale customer concerns ranging from order delivery to order returns. Trained in Amazon’s customer service program and interacted with customers via phone, email, chat, mobile chat, and Alexa, using cutting-edge tools to navigate customer accounts, researched and reviewed policies, and provided effective solutions.
• Negotiations & Cashhandling: Previous cashhandling and inventory experience gained at Publix, Walgreen’s, Supreme Fish Delight, RGIS, and more. Negotiated payment arrangements on delinquent collections accounts for Sears & Equifax.
• Sales: Demonstrated ability to sell various products as sales person for retail and security companies. Prepared production and sales reports to ensure units meet expectations for productivity and revenue goals.
• Communications: Public Relations, Community Outreach, Training
• Public Relations: Oversaw aspects of a public information program and developed strategies to enhance the public’s view of a state agency. Developed press and marketing collateral, acted as community and public relations liaison attending public meetings to communicate the mission of the organization.
• Community Outreach: Managed comprehensive planning process with community stakeholders for improving local services related to utilities, workforce training, transportation, utilities, and parks and recreation.
• Training & Supervision: Developed project management frameworks for project management teams. Created presentations and manuals for software deployments and new technology installations for staff. Wrote internal department policies, planned and supervised staff assignments. Evaluated staff in annual performance reviews, provided coaching to improve results on an ongoing basis, administered disciplinary action as needed. Performed administrative tasks such as payroll verification and approval of time/leave, financial reimbursement, and travel requests.