Jessica Smith
Broomfield,CO
Summary
Results-driven supervisor with ten years of experience in enhancing internal operations, customer service, and productivity across sales, technical support, and productivity teams. Skilled in developing and training Team Leaders to drive continuous growth. Efficiently directs information flow across departments to achieve client and company goals.
Overview
10
10
years of professional experience
Work History
Partner Programs Team Lead
RingCentral
, Remote
09.2017 - Current
- Managed professional services delivery partner program, implementing subcontractor assessment criteria.
- Managed a team that supervised the process of approving invoices and fulfilling onsite deployment requests.
- Collaborated with PMO and Finance on financial reconciliation processes.
- Enhanced project margins by nurturing low-cost geographic partner relationships.
- Contributed to improving efficiency and success of professional services delivery.
- Guided organizational activities with expertise in business operations, market trends, and competitor analysis.
- Developed integrated strategies through collaboration with peers.
- Implemented new scheduling and process improvement tools to boost efficiency.
- Reviewed Statements of Work and Contracts to ensure compliance and accuracy.
- Addressed resource allocation challenges and optimized schedules.
- Effectively tackled challenging circumstances to support operational flow.
Professional Services Delivery Engineer
RingCentral
, CO
03.2016 - 11.2017
- Conducted onsite training sessions (30-60 minutes) for one-on-one and group assistance on RingCentral software and services.
- Customized training materials to meet specific customer needs, ensuring tailored learning experiences.
- Acted as liaison between customers and the RingCentral Project Management team, addressing issues during onsite implementations.
- Kept an up-to-date knowledge base of the implementation process, adapting to evolving requirements.
Content and Operations Manager
Zomato
Denver, CO
01.2015 - 06.2016
- Developed and implemented ongoing content management policies, ensuring a unified content structure by removing duplicates, enhancing content quality, and standardizing content with authors.
- Scaled content operations for Zomato in the assigned territory, including managing hiring processes and expanding the team.
- Oversaw resource planning, scheduling, and performance management of Content Associates to meet operational goals.
- Managed the localization of corporate standards and created new processes for sourcing, curating, and updating restaurant information, adapting HQ processes to the local market.
Operations Manager
APAC Customer Services
Phoenix, AZ
01.2015 - 01.2015
- Directed and coordinated call center operations, ensuring compliance with company guidelines and alignment with client Key Performance Indicators (KPIs).
- Served as Change Manager, implementing and enforcing new company policies and procedures.
- Oversaw end-to-end talent acquisition process, from recruitment to onboarding and training of employees.
- Successfully mitigated issues, addressed complaints, and navigated operational challenges to maintain seamless day-to-day operations.
- Organized resources, supplies, and teams to meet operational demands and achieve core metrics.
Education
Bachelor of Arts - Graphic Design
The Art Institute of Phoenix
Phoenix, AZ01-2002
Skills
- Logistics Oversight
- Contract Management
- Organizational Management
- Document Control
- Strategic Planning
- Vendor relationships
- Schedule Management
- Resource Planning
References
References available upon request.
Timeline
Partner Programs Team Lead
RingCentral
09.2017 - Current
Professional Services Delivery Engineer
RingCentral
03.2016 - 11.2017
Content and Operations Manager
Zomato
01.2015 - 06.2016
Operations Manager
APAC Customer Services
01.2015 - 01.2015
Bachelor of Arts - Graphic Design
The Art Institute of Phoenix
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