Jessie Harrington
Tampa,FL
Summary
By definition, a true "people-person", with an acutely-developed sense of client needs and "the big picture" from a firm-perspective. Impassioned by aligning all components of a team or program to drive cohesive, goal-oriented work. Maintains a strong sense of pride in responsibilities, and enjoys new and challenging tasks that test abilities and further learning opportunities.
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"I believe all successes and failures should be taken with a grain of salt, a smile, and a dose of humility to maintain a well-rounded mentality and the yearning for greater experiences and growth that lies ahead."
Overview
13
13
years of professional experience
Work History
Senior Shared Services Manager
2U, Inc
Tampa, FL
11.2021 - Current
- Identify and orchestrate pilots driving user-experience enhancements via data-driven investigation across business lines
- Cultivate relationships for cross-business collaboration with Executive Leadership, Telecom, Analytics, and others
- Orchestrated inbound call engagement initiative in Degree sales funnel, increasing department answer rate by 58%
- Introduced ‘First Impressions’: data-driven secret shopping tool that analyzes contact strategy trends, enhances quality assurance measures and applies additional accountability to team coaching managers
- Project managing department-wide knowledge base build and rollout for 1300+ users; redefining how SE employees access and utilize internal content and processes to best support prospective and current students for 230+ universities
- Spear-heading initiative to streamline department-wide provisioning request process by identifying key trends, consulting lead stakeholders, and implementing effective structure and communication lines
- Project-managing Jira ticketing system build for Shared Services, ultimately driving Training & Quality Assurance teams' time and impact optimization
- An established and Integral thought-partner and technical liaison for Cross-Product sales pilots, ensuring telecom technical builds and client experience align in uncharted territory
Admission Manager
Harvard Business Analytics, Business@Dayton
Denver, CO
03.2019 - 10.2021
- Communicates to multitude of stakeholders with varied interests; underscoring programmatic trends and needs
- Leads team of 4-10 contributors with varying tenure and skills, with focus on individualized feedback and development
- Cultivates relationships based on honesty, utilizing data and qualitative information to drive impactful decision making
- Created KPI scoring utility to assess multiple teams objectively for department-wide performance standards
Sr Admission Counselor
MBA@Dayton, OnlineMSW@Fordham
Denver, CO
04.2017 - 04.2019
- Expert ambassador for university brand and mission, ensuring accurate program representation
- Exceeded student enrollment targets, enhancing student outcomes and company success
- Collaborated in new hire onboarding, promoting consistent and scalable procedures
- Analyzed sales trends, implemented effective call structures, and improved funnel communication
- Provided coaching on sales tactics, program knowledge, and performance achievement
- Orchestrated team development and networking events as department’s Engagement Committee coordinator
Office Manager
Expa LLC
02.2016 - 09.2016
- Coordinated maintenance and facility operations for two office locations and corporate residence
- Enforced security protocol, mandatory visitor registration, and office policy to protect people, product and information
- Organized regional networking and recruiting events for ~200 participants from conception to completion
- Coordinated with venues and vendors, ensuring contractual expectations and insurance requirements were met
Member Services Manager
Corporate Headquarters
Manhattan, NY
08.2013 - 05.2015
- Provided resolution to escalated member concerns regarding facility, services, and policy to a member base of 95,000+
- Trained corporate/franchise operations, sales, and personal training departments to ensure policy and brand continuity
- Developed coaching for international call center retention teams while driving optimum member experience
- Regulated social media accounts and provided dispute resolution (BBB, Consumer Affairs, Yelp, Facebook, etc.)
- Analyzed trends and escalated instances alongside executives to enhance member experience, sales, and retention
- Reviewed and edited legal member contracts to ensure compliance with city and state requirements
Operations Manager
John St, Park Ave Facilities
Manhattan, NY
08.2012 - 08.2013
- Coordinated large-scale facility renovations and upgrades cross-departmentally, as well as with external vendors
- Facilitated mass communications to members and staff regarding upgrades, accounts in arrears, and facility procedure
- Drove club revenue collections and combatted attrition by communicating cancellation alternatives to inquirers
- Managed front desk and maintenance staffing, scheduling, and payroll for 24-hour facility
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Education
Bachelor of Science - Business Analytics
Syracuse University
Online05.2022
Bachelor of Arts - Psychology
The University of Tampa
Tampa, FL12.2010
Skills
- Data Communications
- Business Operations
- Managing Operations and Efficiency
- Business Analysis
- Employee Coaching and Mentoring
- Constructive Feedback
- Performance Improvement
- Technical Proficiency
- Collaborate Cross-Functionally
- Organizational Systems
System Proficiencies
Salesforce, Google Apps, MS Office, Tableau, Jira, Talkdesk, Guru, R/Rstudio, Zoom, Slack, varying CRM and POS systems
Timeline
Senior Shared Services Manager
2U, Inc
11.2021 - Current
Admission Manager
Harvard Business Analytics, Business@Dayton
03.2019 - 10.2021
Sr Admission Counselor
MBA@Dayton, OnlineMSW@Fordham
04.2017 - 04.2019
Office Manager
Expa LLC
02.2016 - 09.2016
Member Services Manager
Corporate Headquarters
08.2013 - 05.2015
Operations Manager
John St, Park Ave Facilities
08.2012 - 08.2013
Bachelor of Science - Business Analytics
Syracuse University
Bachelor of Arts - Psychology
The University of Tampa