JOY HARNOIS
Shrewsbury,MA
Summary
Accomplished Executive Assistant with proven track record providing comprehensive support at the highest levels of the organization, including the office of the CEO. Recognized for outstanding aptitude at cultivating positive relationships across all organizational levels. Superior attention to detail and exceptional organizational skills.
Overview
25
25
years of professional experience
Work History
Director of Client Services
The BTI Consulting Group, Inc.
10.2020 - 11.2024
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- I implemented a structured schedule of regular check-ins with clients to gather feedback, address concerns, and proactively offer solutions. As a result, our client satisfaction scores increased by 30% and we identified and resolved issues before they led to dissatisfaction or attrition.
- Developed a comprehensive onboarding program featuring detailed training sessions, personalized consultations, and a clear roadmap, reducing early-stage client churn by 40% through enhanced support and initial engagement.
- Achieved an 80% retention rate of clients annually
- Led large-scale projects from design through implementation including, but not limited to design, marketing, technical implementation.
- Managed the end-to-end execution of client projects, ensuring timely delivery, adherence to budget, and alignment with client objectives. Coordinate with internal teams to ensure seamless project execution and high-quality deliverables.
Digital Product Marketing and Operations Manager
The BTI Consulting Group, Inc.
02.2018 - 10.2020
- Led cross-functional teams to launch new products, increasing company revenue by 15%.
- Streamlined operations, reducing time-to-market for new features by 30%.
- Conducted market analysis to inform product roadmap decisions.
- Executed targeted email campaigns outperforming industry benchmarks with 45% open rates and 12% conversion rates.
Executive Assistant to the Chief Executive Officer
The BTI Consulting Group, Inc.
10.2013 - 02.2018
- Anticipated potential challenges in daily operations and devised appropriate solutions to maintain uninterrupted workflow in the executive office.
- Updated and maintained confidential databases and records.
- Used advanced software to prepare documents, reports, and presentations.
- Handled confidential and sensitive information with discretion and tact.
- Safeguarded high standards in all documentation produced under my purview for accuracy.
- Delivered successful technical migration projects, ensuring seamless transitions with minimal disruption to business operations.
Executive Assistant
HOMEQUEST MORTGAGE
09.2010 - 10.2013
- Provided administrative support for the President/CEO and 5 Senior Loan Officers
- Responsible for employee compensation and payroll, 401k and health benefits, Accounts Payable/ Accounts Receivable
- Managed all aspects of office including supply management, purchasing, daily deposits, vendor relations, and website maintenance
- Processed VOE’s for loan processors and prepared all new loan files and appraisals
- Identified and implemented cost savings initiatives across all areas of the organization, saving the company 33% on shipping and thousands of dollars in supplies
- Responsible for weekly, quarterly, and yearly reporting for sales
- Provided auditing and compliance management for the entire organization to ensure RESPA and the Division of Banks guidelines were met with each loan
Conference Planning Consultant
LINCOLN HEALTHCARE EVENTS
02.2007 - 09.2010
- Key member of planning team for best-in-class executive healthcare conferences
- Conducted market research to identify prospective clients for healthcare conferences across 6 market segments
- Led conference calls with senior executives and created meeting agendas for senior management
- Coordinated on-site meeting logistics for speakers, attendees and sponsors
- Managed and streamlined on-site registration, trained new staff on processes and best practices
Lead Instructor
YMCA
09.2005 - 09.2010
- Increased department revenues by developing, implementing and teaching new courses for the early childhood department
- Key contributor and special committee member responsible for annual fundraising
- Developed and organized special member events
- Recognized by Executive Management for outstanding service and leadership
Executive Assistant
AUDAX GROUP
02.2000 - 11.2003
- Acted as liaison to the Managing Directors performing a variety of key investor relations functions including addressing investor inquiries, sending marketing materials and preparation and distribution of quarterly statements
- Managed all aspects of the office for the Managing Director of the Private Equity team
- Responsibilities included daily calendar management, complex travel arrangements, expense reimbursements, personal banking, coordinating performance reviews, event coordination and vacation tracking
Education
Bachelor of Science -
University of Maine
Orono, MESkills
- Executive Communication
- Problem-Solving and Adaptability
- Confidentiality and Discretion
- Leadership Support and Facilitation
- Office administration
- Calendar and Time Management
Timeline
Director of Client Services
The BTI Consulting Group, Inc.
10.2020 - 11.2024
Digital Product Marketing and Operations Manager
The BTI Consulting Group, Inc.
02.2018 - 10.2020
Executive Assistant to the Chief Executive Officer
The BTI Consulting Group, Inc.
10.2013 - 02.2018
Executive Assistant
HOMEQUEST MORTGAGE
09.2010 - 10.2013
Conference Planning Consultant
LINCOLN HEALTHCARE EVENTS
02.2007 - 09.2010
Lead Instructor
YMCA
09.2005 - 09.2010
Executive Assistant
AUDAX GROUP
02.2000 - 11.2003
Bachelor of Science -
University of Maine
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