Jessica Jones

Experience

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  Minnesota Lions Eye Bank

  Jan 2000 - Jan 2001

  Public Relations Coordinator

  • Developed relationships with Board of Directors members and Ophthalmology Department staff• Employed marketing and public relations techniques to increase visibility• Developed educational materials• Coordinated $25,000 media campaign with Director of Public Relations• Planned annual events• Maintained Web page

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  Minnesota Technical Assistance Program

  Jan 2001 - Jan 2003

  Communications Specialist

  • Wrote, edited and designed layout of quarterly newsletter with circulation of over 4,000• Revised and updated clearinghouse of over 100 technical publications• Developed new publications with engineers and technical staff• Designed collateral for events and presentations

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  YMCA of the North

  Feb 2008 - Jun 2015

  • Supervised up to 20 individuals • Oversaw department budget• Responsible for Branch operations in absence of Executive Director• Provided exemplary customer service and coached staff and other Branch leaders to do the same• Built strategic alliances with other Branch departments resulting in increased customer satisfaction• Led Association Member Involvement Expert team to increase overall customer retention• Chaired and co-chaired scholarship fundraising campaigns 2009-2015• Supported staff association-wide in transition to new customer relationship management (CRM) system by managing Help Desk• Facilitated New Employee Orientation, Listen First, Transactional to Transformational and CRM system trainings• Developed part time staff members into full time Advisors and Directors at multiple YMCA of the North Branches• Implemented procedures to increase Membership Department organization, efficiency and professionalism • Improved Net Promoter Score (NPS) scores year over year and increased Branch member retention• Supervised additional 20 employees in Kids Stuff and Custodial departments during transition to new facility• Membership CRM software expert on the YMCA of the North Digital team 2013-2015, dedicating 25% time to this team• Worked with highly matrixed team through transition to new CRM software system • Developed training materials for new CRM system and facilitated Association-wide trainings • Managed CRM system training team consisting of 8 lead trainers and 20 assistant trainers • Problem-solved CRM system issues by managing Help Desk requests • Focused 25% of time on CRM system testing, issue resolution, ticketing and Association training Show less • Connected with members to improve Branch retention• Ensured delivery of excellent customer service to members, participants and guests• Resolved member and participant complaints• Connected with customers to improve Branch retention by ensuring delivery of excellent customer service• Resolved customer complaints• Supervised up to 30 employees in the Membership Department• Improved department organization and increased inter-department communication• Implemented marketing and promotional campaigns in the Branch Show less

  • Member Service Director and Membership CRM System Expert

    Dec 2008 - Jun 2015

  • Memership Senior Coordinator

    Oct 2008 - Dec 2008

  • Membership Lead

    Feb 2008 - Oct 2008
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  Business Impact Group

  Jun 2015 - Apr 2016

  Project Manager/Account Manager

  • Streamlined, developed and documented processes to improve department efficiency• Maintained client project plans, adhering to timelines and ensuring quality deliverables were provided within schedule• Proactively assessed, clarified, and validated project needs on an ongoing basis • Tracked and reported on project milestones and provided status updates to all stakeholders• Delivered high quality employee engagement programs to clients• Met strategic project objectives as defined by National Sales Executive and the Vice President of Engagement• Implemented maintained standard and custom client projects• Provided return on investment metric reporting including analysis based on requirements from Account Manager Supervisor, National Sales Executive and the Vice President of Engagement Show less

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  HealthPartners

  Aug 2016 - now

  • Managed team of account managers and on-site program managers• Developed, implemented, and documented processes to ensure smooth program implementation • Managed client assignments and workload of account managers • Played key role in Microsoft Dynamics customer relationship management (CRM) implementation, and development of Plan Administration to improve account management efficiency• Provided technical systems expertise• Collaborated with internal partners and stakeholders to improve efficiencies and operate as a system• Liaison to product and strategic reporting teams advocating for client needs• Coordinated team meetings Show less

  • Manager, Well-being Client Engagement

    Sept 2020 - now

  • Supervisor, Health and Well-being Account Operations Managers

    Dec 2018 - Sept 2020

  • Health and Well-being Account Operations Manager

    Apr 2018 - Dec 2018

  • Implementation Project Manager

    Aug 2016 - Apr 2018