Jessica Smith
Summary
Dynamic and results-driven Project Management Analyst with over 10 years of experience optimizing operational processes, leading cross-functional teams, and driving efficiencies in fast-paced environments. Expertise in project management, quality assurance, identity and access management, and real estate, enabling navigation of complex challenges with strategic problem-solving and organizational excellence. Played a key role at Accenture in managing system access provisioning for a 900+ employee delivery center, collaborating with security teams to ensure compliance and mitigate risk. Developed streamlined workflows, managed large-scale projects, and facilitated effective communication between stakeholders, instrumental in achieving operational success. Transitioning into real estate, leveraging relationship-building skills to guide buyers, sellers, and investors through seamless transactions. Deep understanding of market trends, contract negotiation, and digital marketing strategies enabling exceptional client experiences. Certified Scrum Master (CSM) certification (2025) and a strong background in process optimization, change management, and regulatory compliance. Eager to apply expertise in roles that require strategic planning, operational oversight, and leadership in remote project management or business operations. Let's connect to explore opportunities where skills can drive success!
Overview
18
18
years of professional experience
1
1
Certification
Work History
Real Estate Agent
Shelly Wagner and Associates
01.2024 - Current
- In-depth understanding of local neighborhoods, zoning laws, and market trends across diverse regions
- Proven ability to build strong, long-lasting relationships with buyers, sellers, and investors, ensuring a high level of client satisfaction and repeat business
- Specialize in assisting first-time homebuyers and real estate investors, providing tailored advice on financing options, tax credits, and investment opportunities
- Actively engaged in local community events, networking opportunities, and civic organizations to build rapport and stay connected to the latest developments in the area
- Skilled in creating compelling property listings, staging homes, and using digital marketing strategies (social media, MLS, online ads) to increase visibility and drive sales
- Proficient in real estate software and CRM platforms (e.g., MLS, Zillow, Realtor.com, Top Producer) to track leads, manage transactions, and optimize client communication
- Successfully negotiate terms of sale, purchase agreements, and lease contracts, ensuring favorable outcomes for clients while adhering to Louisiana state laws and regulations
- Active real estate license in Louisiana with a strong adherence to ethical standards and state-specific real estate practices, including knowledge of local property tax laws and insurance requirements
Project Management Analyst (PMO)
Accenture, LLP
01.2022 - 01.2024
- Primary point of contact for system access provisioning during the efficient ramp-up and ramp-down of a delivery center with over 300 employees
- SME for Access Control processes which includes leading the Onboarding/Offboarding/Transfer processes between Operations and client while managing daily rosters and organizational data for a large Social Media project encompassing 900+ employees
- Developed, maintained, and presented comprehensive org charts and project resource allocation dashboards to senior leadership daily
- Provisioned access for client system tools by reviewing and validating requests during the onboarding phase, including pre-boarding, orientation, training, and FTE integration
- Facilitated and led daily team meetings and weekly scrum calls
- Demonstrated adaptable and flexible approaches while also focusing on continuous process improvement initiatives
- Collaborated with the Security team to conduct thorough risk assessments to identify potential Separation of Duties and Least Privilege violation issues and ensure compliance with program guidelines and regulatory requirements
- Leveraged project management and collaboration tools such as Visio, SharePoint (Administration), JIRA, ServiceNow, and MMT (Manage My Team Software) to develop project plans, define project scope, evaluate project progress, share responsibilities, and allocate resources to meet project goals and deadlines
- Assisted in the writing, updating, and quality assurance of written deliverables and monthly reports while monitoring various aspects of the contract, including project tasks, configuration actions, and risks
- Supported multiple government contracts by providing general project oversight to assist the Project/Program Manager
- Assisted Field Consultants and Region Leads in managing a nationwide field consultant program, including scheduling, arranging travel logistics, and ensuring compliance with Joint Travel Regulations for CONUS and OCONUS travel
- Maintained Field Consultant status and scheduling displays to optimize program efficiency
- Developed and maintained comprehensive Standard Operating Procedures (SOP) and Desk Top Procedures (DTP) manuals to uphold adherence to client SLAs
- Coordinated change management initiatives to drive employee engagement and ensure smooth process transitions
- Conducted comprehensive training sessions for various teams, including leadership, for process changes
- Built and maintained positive rapport with clients by providing quality customer service and client delivery while communicating effectively and efficiently
- Acted as a liaison between the internal team and clients to ensure clear communication
- Maintained strict confidentiality controls
Instructor/Administrator
Caddo Parish School Board
01.2014 - 01.2022
- Provided steadfast leadership and mentorship to teaching staff, cultivating a positive and productive learning environment for students
- Responded to both non-emergency and emergency calls for service, ensuring timely and appropriate assistance
- Oversaw and supervised the administration of school programs, budgets, and departments to ensure the effective functioning of academic operations
- Directed the operations of academic departments, encompassing program development, financial management, strategic planning, and research administration
- Achieved significant improvements by streamlining the student enrollment process
- Developed initiatives aimed at elevating faculty development and enhancing student engagement, which in turn contributed to notable improvements in academic outcomes
- Conducted comprehensive research and analytical assessments to pinpoint opportunities for curriculum enhancement and innovative educational practices
- Identified and implemented cost-effective strategies to optimize resource allocation and maintain strict budget adherence
Office Manager
Mid-South Fire Solutions
01.2017 - 01.2019
- Managed the organization’s budgets and program planning, including labor and material cost estimations, ensuring fiscal responsibility and program success
- Led a team of 6 employees, providing guidance, mentorship, and performance coaching
- Implemented strategies resulting in a 12% increase in employee retention rates over a 2-year period, achieving over 90% employee retention
- Developed and executed innovative recruitment programs that successfully boosted minority recruitment
- Collaborated on the planning and execution of a company-wide transition from physical to digital document formatting, leading to a 20% increase in insurance premium savings
- Optimized office operations and improved overall efficiency by spearheading cost-effective initiatives, including recurring employee training
Call Center Rep
Teleperformance Call Center
01.2007 - 01.2017
- Provided exceptional customer service in a high-volume call center environment, assisting customers daily with billing inquiries, account management, and troubleshooting
- Consistently met and exceeded key performance metrics, including call resolution time, customer satisfaction scores, and sales targets
- Specialized in [technical support, sales, retention, etc.], effectively communicating complex solutions in a clear and customer-friendly manner
- Handled escalated customer concerns with professionalism, de-escalating issues and ensuring positive resolutions to maintain customer loyalty
- Trained and mentored new team members, enhancing team productivity and service quality
- Adapted quickly to new technologies, policies, and procedures in a fast-paced, ever-evolving telecommunications environment
- Utilized CRM systems to document customer interactions, track trends, and improve service efficiency
Education
Bachelor of Arts -
Grambling State University
Skills
- Employee Retention
- Recruitment Strategies
- Process Optimization
- Document Management
- Cost Reduction Strategies
- Onboarding
- Budget Management
- HR Policy & Compliance
- Change Management
- Client Account Management
- Client Facing
- Project Management
- Access Control
- Collaboration Tools (Jira, Sharepoint, ServiceNow)
- Process Improvement / Innovation
- Client Relationships
- Business Operations Management
- Excellent Organizational Skills
- Database management
- Lease negotiations
- Strong organizational skills
- Comparative market analysis
- Proficient in Microsoft office
- Project scheduling
- Business analysis
- Project planning
- Strategic thinking
Accomplishments
- Generated more than $900,000 in sales revenue in 2024
- 2024 Rookie Of The Year Award
- Improved roll on process and which resulted in reducing onboarding time by 15%
- Received 2023 Client Impact Award for operational impacts and process improvements
Certification
Certified Scrum Master (CSM)
Timeline
Real Estate Agent
Shelly Wagner and Associates
01.2024 - Current
Project Management Analyst (PMO)
Accenture, LLP
01.2022 - 01.2024
Office Manager
Mid-South Fire Solutions
01.2017 - 01.2019
Instructor/Administrator
Caddo Parish School Board
01.2014 - 01.2022
Call Center Rep
Teleperformance Call Center
01.2007 - 01.2017
Bachelor of Arts -
Grambling State University
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