Jennifer Jordan
Citrus Springs,FL
Summary
Dynamic and seasoned Project Manager with over 20 years of extensive combined experience in cable/telecommunications, customer service and large commercial projects. Proven track record of successfully leading and delivering complex projects on time and within budget. Skilled in strategic planning, team leadership, and stakeholder management. Adept at leveraging strong communication and problem-solving abilities to drive projects from conception to completion, ensuring seamless execution and client satisfaction. Deep understanding of telecommunications technologies and industry trends, coupled with a passion for innovation, positions me as a valuable asset in driving organizational success.
Overview
13
13
years of professional experience
Work History
Tax Operations Assistant (Remote)
GreenOak Accounting
Manassas, VA
10.2023 - 05.2024
- Assisted in the preparation of client tax returns/1099s.
- Maintained an organized database of tax clients, guaranteeing prompt submission of necessary returns and completion of tax projects.
- Utilized tax software to efficiently input financial data.
- Liaised with clients to set up their profiles in the tax software, obtained previous year's tax returns, and inputted necessary information for generating detailed comparative analysis.
- Coordinated communication with clients by sending tax questionnaires, monitoring progress, and gathering any additional information as needed.
- Efficiently implemented a system for uploading spreadsheets and templates to client folders.
- Maintained accurate and organized daily transaction logs alongside other operational information.
- Provided prompt responses to client inquiries concerning GOA tax return processes and the progress of their returns.
- Managed tax return statuses within tax software.
- Provided support to the tax team by assisting with e-filing and monitoring acceptance/rejection status, as well as troubleshooting any rejections.
- Evaluated and communicated with clients regarding the need for extensions.
- Assisted with efficient billing and issue resolution resulting in streamlined processes. Ensured prompt resolution of customer concerns regarding billing.
Project Manager II - Service Delivery (Remote)
Zayo Group
Denver, CO
09.2020 - 09.2022
- Managed large, high complexity projects and effectively collaborated with multiple internal and external teams.
- Interfaced directly with customers, communicating implementation schedule, on-going project status, and addressing concerns.
- Managed and guided local market operation PMs to ensure prompt delivery of project implementation components such as network designs (by Fiber/Optical/IP Engineering), equipment, building authorizations, internal financial transactions, and third-party leases.
- Resolved customer escalations effectively and efficiently.
- Maintained and organized customer accounts utilizing Microsoft Excel spreadsheets.
- Produced various reports for project implementation and customer service management.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Established and monitored departmental goals and tracked project milestones.
- Provided post installation support services, resolved troubles and proposed new services.
- Developed project plans, timelines, and budgets.
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
Project Manager II - Service Delivery
Comcast Business
Centennial, CO
03.2015 - 05.2019
- Successfully executed an average of 100+ orders of high complexity for the entire West Division, while completing an average of 20 orders per month for a minimum gained revenue of $20,000 monthly.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Demonstrated proficiency in a wide range of Commercial Fiber/Ethernet/SDWAN solutions and Advanced Voice products like VoIP, PBX, and cloud-based platforms.
- Acted as the main liaison for enterprise clients (monthly revenue exceeding $2,000), facilitating seamless collaboration with multiple internal and external teams.
- Maintained and organized customers accounts via Microsoft Excel spreadsheets.
- Achieved monthly targets for on-time delivery, consistently exceeding expectations and resulting in 100% client satisfaction.
- Facilitated collaborative conference calls involving clients, third-party vendors (phone and IT), sales, and engineering teams to ascertain and authenticate requested services such as network setup requirements, phone number porting, internet speed, etc.
- Actively participated with special projects to enhance the organization (i.e process development, interdepartmental relationships).
- Demonstrated exceptional organizational and time management skills.
- Managed multiple projects with competing deadlines simultaneously.
- Developed and maintained project plans, timelines, and budgets.
Account Coordinator III - Service Delivery
Comcast Business
Centennial, CO
12.2013 - 03.2015
- Managed projects for medium to large-sized business class clients.
- Managed the coordination of service delivery for multiple high-level multi-site accounts across the country.
- Ensured customer satisfaction through timely responses to inquiries, resolving issues and providing helpful information.
- Ensured 100% order accuracy and effective client communication via phone/email throughout the sales cycle, resulting in successful implementation from point of sale through delivery.
- Collaborated with diverse range of customers to identify and meet unique requirements, delivering exceptional customer service.
- Ensured accurate data entry to support the development and maintenance of customer accounts in company database.
- Utilized various software programs such as CRM systems, spreadsheets and word processing applications.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
Account Coordinator II - Service Delivery/Sales Support Specialist
Comcast Business
Centennial, CO
05.2012 - 12.2013
- Managed projects for small to medium-sized business class clients.
- Effectively handled customer communications, both inbound and outbound, with an average of 30 calls daily.
- Consistently exceeded the daily order processing requirements by averaging 20 orders per day.
- Collaborated closely with various teams to ensure effective project management.
- Developed and maintained customer accounts by accurately entering data into the company's database.
- Ensured customer satisfaction through timely responses to inquiries, resolving issues and providing helpful information.
Account Coordinator I - Service Delivery/Billing Specialist
Comcast Business
Centennial, CO
06.2011 - 05.2012
- Handled 45-60 inbound calls daily, providing billing assistance and managing changes to customer accounts.
- Implemented successful integration of CAS and billing teams to enhance efficiency.
- De-escalated customer situations utilizing empathy and maintaining a calm demeanor at all times.
- Maintained system accuracy and currency through the identification, research, and resolution of billing variances.
- Utilized problem solving skills to resolve customer issues in a timely manner.
- Coordinated with various departments to ensure smooth payment processing.
Skills
- Project Management
- Project Planning
- Project Coordination
- Account Management
- Vendor Management
- Conflict Management
- Sales Support
- Cross-Functional Collaboration
- Client Relations
- Time Management
- Effective Communication
- Motivational Leadership
- Coaching and Mentoring
- Multitasking and Organization
- Problem-Solving
- Adaptability and Flexibility
- Teamwork and Collaboration
- Telecommunications Industry Knowledge (13 years)
- Ethernet/Fiber/VOIP
- Microsoft Office Suite
- CRM Software/Salesforce
- Life Coaching
- Goal Setting
- Personal Development
Websites
Professional Development
- Comcast University Online Courses
- Time Management
- Stress Management
- Business Ethics
- Data Protection & Privacy
- Diversity & Inclusion
Affiliations
Golf Tournament Volunteer
Swing Away Charities
- Raised $5,000 in our first annual charity golf tournament for Childhood Diabetes. All proceeds went to the Children's Diabetes Foundation/Barbara Davis Center for research for a cure.
References
References available upon request.
Timeline
Tax Operations Assistant (Remote)
GreenOak Accounting
10.2023 - 05.2024
Project Manager II - Service Delivery (Remote)
Zayo Group
09.2020 - 09.2022
Project Manager II - Service Delivery
Comcast Business
03.2015 - 05.2019
Account Coordinator III - Service Delivery
Comcast Business
12.2013 - 03.2015
Account Coordinator II - Service Delivery/Sales Support Specialist
Comcast Business
05.2012 - 12.2013
Account Coordinator I - Service Delivery/Billing Specialist
Comcast Business
06.2011 - 05.2012