Summary
Overview
Work History
Education
Skills
Software
Timeline
Hi, I’m

JESSICA JACKSON

Huntersville,NC
JESSICA JACKSON

Summary

Experienced and knowledgeable leader known for adeptly tackling challenges with a strategic, optimistic and constructive mindset. Highly analytical and data-centric professional with a proven track record of unraveling complex issues and extracting valuable insights. Prioritizes client satisfaction and consistently achieves desired outcomes through adaptable approaches. Collaborates effectively with cross-functional teams to achieve shared goals and foster productive partnerships. Enthusiastically embraces emerging technologies and reporting tools. Brings 12 years of expertise to drive company objectives forward. Detail-oriented with a strong background in coordinating projects, programs, and improvements

Overview

12
years of professional experience

Work History

JLL (Jones Lang LaSalle)

Product/Program Manager, Workplace Experience
12.2022 - Current

Job overview

  • Establish collaborative partnerships with account teams and clients to deeply understand their Workplace Experience objectives.
  • Subsequently, create holistic workplace strategies, design and amenity programs, and implement service delivery initiatives that foster employee engagement, enhance productivity, and attract and retain top talent.
  • Collaborate with clients and account teams to understand challenges, pain points and areas of opportunity
  • Use this data to create employee journey maps that emphasize the critical touchpoints, enhance the employee experience and foster engagement
  • Develop comprehensive project plans, including scope, objectives, deliverables, timelines and budget
  • Utilize agile framework to monitor project processes ensure successful delivery, while analyzing performance to facilitate data-driven decision making
  • Proactively identify opportunities for process improvement and implement best practices to enhance project efficiency and effectiveness
  • Cultivate connections and collaborate with existing account teams to offer support for Workplace Experience programs by sharing best practices and thought leadership
  • Consistently refine and enhance experience playbooks and programs with a goal of optimizing efficiency, effectiveness, performance, quality, safety, and risk management for the client.
  • Create performance metrics tailored to client’s objectives, enhancing the overall experience and adjusting service delivery as needed.

JLL (Jones Lang LaSalle)

Senior Analyst, Workplace Experience
07.2021 - 12.2022

Job overview

  • Collected, cleaned and analyzed data to extract meaningful insights and identity trends and patterns that would impact the Workplace Experience
  • Tracked and measured the performance of Workplace Experience products, programs and initiatives
  • Monitored and evaluated processes, systems and strategies to identify opportunities for improvement
  • Implemented changes and optimizations that enhanced efficiency and effectiveness
  • Collaborated with cross-functional teams to gather pertinent data & insights, conduct analysis, enhance communication, aid in RFP completion and marketing collateral needs
  • Created thorough reports and presentations, condensing analysis finding and delivered to internal teams
  • Managed the Workplace Experience SharePoint site, guaranteeing consistent updates to all collateral and documents
  • Served as the Scrum master, managing backlog, refinement and sprints, while promoting efficient collaboration and communication among the development team.

JLL (Jones Lang LaSalle)

Program & Initiatives Manager, Soft Services
02.2020 - 07.2021

Job overview

  • Oversaw the planning, execution and evaluation of various programs and projects, ensuring they were completed on time, within budget, and meet quality standards
  • Collaborated with internal and external stakeholders, including the client, vendor and facility partner peers to identify opportunities for improved operations that drive efficiencies and cost savings
  • As a result, developed and implemented a new process for a more streamlined delivery of all food services projects
  • Proactively identified risks, resolved issues, and defined processes to ensure consistent fulfillment of client expectations for the delivery of food services
  • Monitored and evaluated the performance of thefood service vendor to measure the effectiveness and impact of the program and initiatives, using data-driven insights to make informed decisions and drive continuous improvement
  • Worked closely with the client leadership team to develop long-term strategic plans for programs and initiatives aligned with their organizational goals and objectives
  • Supported the return to office efforts in the US for food services after the COVID pandemic
  • Developed high impact presentations and ensured playbooks and procedures were documented.

JLL (Jones Lang LaSalle)

Customer Service Manager, Soft Services
12.2018 - 02.2020

Job overview

  • Managed conference center, catering, and room reservation commodities to ensure vendor management routines and Service Level Agreements (SLAs) are met
  • Built strong relationships and worked collaboratively with the client, vendor, and facility partner peers
  • Managed, coordinated, and executed innovative programs and initiatives to increase conference center utilization and catering sales
  • Served as the Global System Admin for EMS (Event Management System) and provided end user support
  • Actively worked with the client to improve the room reservation process.

JLL (Jones Lang LaSalle)

Soft Services Assistant Manager
08.2017 - 12.2018

Job overview

  • Managed the day-to-day operations and risk management of multiple key vendors delivering Soft Services (food services, mail services, conference services, copy centers, fitness centers, media services, secure destruction services, & parking) to the client in over 2 million square feet in uptown Charlotte and branch/retail locations across the Carolinas
  • Conducted on-site operational vendor assessments
  • Built strong relationships and worked collaboratively within the facility management team, project management team, the vendors, and the client
  • Anticipated and responded to the client’s needs and concerns with a strong emphasis on customer experience while engaging in a culture of continuous improvement and innovation.

Carolina Business Interiors (CBI)

Manager, Administration
05.2012 - 08.2017

Job overview

  • Supervised Office Administrator and coordinated with all facility management vendors in Charlotte
  • Handled and authorized all office supply orders across nine office locations
  • Successfully completed RFPs, subcontractor agreements, and vendor contacts for all nine locations
  • Led the implementation of Concur and approved travel for all employees
  • Conducted research and implemented strategies to enhance business process efficiency
  • Managed Accounts Payable responsibilities, handling overhead invoices and expense reports for all nine office locations
  • Experienced in filing sales tax across 34 states
  • Orchestrated the onboarding process for all new employees and coordinated company benefits during open enrollment periods
  • Developed and crafted internal and external communications
  • Planned and executed internal and external events.

Education

North Carolina State University
Raleigh, NC

B.A. in Communication

University Overview

Minor: Spanish

Skills

Vendor Relationship Management

Project Management

Process Development & Improvement

Analytical Skills & Data Analysis

Critical Thinking & Problem-solving abilities

Multitasking Abilities

Operational Reporting

Effective Communication

Adaptability and Flexibility

Organizational Skills

Software

Microsoft Office

Adobe

Smartsheet

Trello

Miro

Salesforce

TeamDesign

InDesign

Quickbooks

EMS (Event Management System)

Timeline

Product/Program Manager, Workplace Experience
JLL (Jones Lang LaSalle)
12.2022 - Current
Senior Analyst, Workplace Experience
JLL (Jones Lang LaSalle)
07.2021 - 12.2022
Program & Initiatives Manager, Soft Services
JLL (Jones Lang LaSalle)
02.2020 - 07.2021
Customer Service Manager, Soft Services
JLL (Jones Lang LaSalle)
12.2018 - 02.2020
Soft Services Assistant Manager
JLL (Jones Lang LaSalle)
08.2017 - 12.2018
Manager, Administration
Carolina Business Interiors (CBI)
05.2012 - 08.2017
North Carolina State University
B.A. in Communication

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