Jennifer Herlocker
Seattle,USA
Summary
Proven leader in enhancing customer experiences and streamlining project management at Niantic, Inc. Leveraged JIRA and CRM to drive key improvements, achieving a notable increase in customer satisfaction. Skilled in fostering stakeholder relationships and adept at data analytics, consistently delivering solutions that exceed expectations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Workplace Experience Manager
Niantic, Inc.
Bellevue, USA
04.2022 - Current
- Collaborated with team members to identify areas of improvement in the customer experience.
- Created training materials and conducted workshops for new employees on best practices for customer service.
- Maintained relationships with key stakeholders, vendors, and customers to ensure a positive experience.
- Designed customized solutions to meet individual customer needs while delivering quality results.
- Resolved escalated customer complaints in a timely manner, ensuring satisfactory outcomes.
- Coordinated cross-functional activities between departments such as marketing, sales, and operations.
- Facilitated meetings with internal teams, clients, and third-party vendors as needed.
- Developed strategies for improving service delivery across multiple channels including web, phone, email.
Project Coordinator
CBRE at Microsoft
Redmond, USA
03.2021 - 04.2022
- Collaborated with senior leadership on strategic planning initiatives related to future projects.
- Facilitated meetings between stakeholders to discuss project requirements, objectives or outcomes.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators.
- Drafted presentations outlining the current state of specific projects for review by senior managers.
- Managed communication channels between various teams involved in the execution of complex projects.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Prepared status reports to communicate progress to stakeholders and management teams.
Content Manager
Compass Group at Microsoft
Redmond, WA
10.2019 - 08.2020
- Managed engagement teams and data center teams at the Executive Briefing Center at Microsoft.
- Organized content into appropriate categories for easy access by users.
- Monitored performance metrics to identify areas of improvement in content quality and delivery.
- Coordinated with other departments on cross-functional projects related to content creation or promotion.
- Maintained an editorial calendar to plan upcoming content initiatives in advance.
- Responded promptly to customer inquiries via online chat or messaging apps.
- Worked closely with the Microsoft Global Team to provide outstanding engagement support to high-level clients.
Business Analyst
CBRE at Microsoft
Redmond, WA
03.2019 - 12.2019
- Developed financial models and forecasts to support business decisions.
- Performed cost-benefit analysis of proposed changes to business processes.
- Drafted functional specifications documents outlining project scope, objectives, and deliverables.
- Created new hiring processes for LATAM/NW Sales, which were implemented across all organizations.
- Created detailed process flows and user stories to document system requirements and design solutions.
Technology Center Event Coordinator
CBRE at Microsoft
Redmond, WA
04.2016 - 10.2019
- Organized vendor contracts, negotiated fees, and ensured compliance with all regulations.
- Coordinated with internal teams to ensure timely delivery of products and services for events.
- Managed multiple busy calendars for space and technical architects and partner events.
- Managed the setup of up to 20+ monthly technology engagements at the local Microsoft Technology Center, leading to improved efficiency and seamless event execution
- Managed logistics related to transportation, catering, entertainment, anddecorations for events.
- Ensured effective communication between vendors and suppliers before, during and after the event.
- Provided on-site support during the day of the event including problem solving if necessary.
- Worked closely with audio visual technicians and other technical personnel in setting up equipment at the venue.
Assistant Workplace Manager
CBRE at Microsoft
Bellevue, WA
02.2018 - 03.2019
- Provided administrative support to the Workplace Manager and other senior staff.
- Ensured that all workplace policies were followed accurately and consistently.
- Managed day-to-day office operations, including scheduling, filing, data entry, and reception duties.
- Coordinated with vendors to purchase supplies and equipment as needed.
- Developed communication strategies to ensure thesmooth functioning of the workplace environment.
- Monitored workflow by tracking progress on projects and tasks assigned to employees or teams.
- Resolved customer service issues in a timely manner while maintaining professionalism at all times.
Education
High School Diploma -
Decatur High School
Federal Way, WA06.1998
Seattle Central College
Seattle, WASkills
- JIRA
- Customer experience management
- Customer relationship management (CRM)
- Project Management
- Attention to detail
- Budget
- Sales
- Data Analytics
Volunteer Experience
Special Olympics
Certification
- Google Data Analytics
References
References available upon request.
Timeline
Workplace Experience Manager
Niantic, Inc.
04.2022 - Current
Project Coordinator
CBRE at Microsoft
03.2021 - 04.2022
Content Manager
Compass Group at Microsoft
10.2019 - 08.2020
Business Analyst
CBRE at Microsoft
03.2019 - 12.2019
Assistant Workplace Manager
CBRE at Microsoft
02.2018 - 03.2019
Technology Center Event Coordinator
CBRE at Microsoft
04.2016 - 10.2019
High School Diploma -
Decatur High School
Seattle Central College
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