Jessica M. Towle
Penfield,USA
Summary
Accomplished Senior Engagement Specialist at Press Ganey Associates, adept in leveraging intricate survey tools like Forsta/Confirmit and Qualtrics, and skilled in fostering client relationships. Demonstrated excellence in guiding teams to achieve high client satisfaction, excelling in survey implementation. Proven ability to adapt to new processes, ensuring quality and efficiency in project management.
Overview
15
15
years of professional experience
Work History
Senior Engagement Specialist
Press Ganey Associates
Penfield, NY
06.2013 - Current
- Secured promotion to Senior Account Manager by exceeding expectations in handling challenging accounts.
- Implemented engagement surveys for employees and physicians.
- Directed comprehensive management of survey plan across each phase for Press Ganey's prominent clients.
- Achieved high client satisfaction by guiding multi-disciplinary team efforts.
- Orchestrated meetings with external clients to align on survey design decisions and reporting specifications.
- Leveraged virtual meetings for delivering necessary information and reinforcing strong client relationships.
- Ensured timely resolution of client concerns by working closely with various internal departments.
- Displayed willingness to embrace and adjust to new processes.
Survey Design Specialist
Press Ganey Associates
Charlotte, NC
08.2010 - 05.2013
- Oversaw design process for engagement surveys tailored to employees and physicians in healthcare organizations.
- Guided clients in selecting survey items aligned with organizational objectives.
- Worked in a fast-paced environment, communicating effectively with internal associates and external clients to facilitate online survey development, along with other specific client needs, including the production and shipping of paper surveys, translations, and routing.
- Engaged in cross-departmental collaboration focusing on developing foundational models for surveys.
- Delivered prompt and accurate integration of revised survey elements for clients' projects.
- Maintained rigorous quality standards across all customer interactions.
Education
Master of Science - Psychology, Industrial and Organizational Psychology Specialization
Capella University
Minneapolis, MN05.2016
Bachelor of Arts - Psychology, Mathematics
St. John Fisher College
Rochester, NYAssociate of Arts Degree - Humanities
Finger Lakes Community College
Canandaigua, NYSkills
- Microsoft Office Suite
- SPSS
- Salesforce
- Tableau
- Forsta/Confirmit
- Qualtrics
References
References available upon request.
Timeline
Senior Engagement Specialist
Press Ganey Associates
06.2013 - Current
Survey Design Specialist
Press Ganey Associates
08.2010 - 05.2013
Master of Science - Psychology, Industrial and Organizational Psychology Specialization
Capella University
Bachelor of Arts - Psychology, Mathematics
St. John Fisher College
Associate of Arts Degree - Humanities
Finger Lakes Community College
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