Marissa Jones

Experience

• 

  Applebee's

  Sept 2013 - Aug 2015

  Server

  • Maximized company sales by increasing guest-check averages through up-selling.• Ensured guest-check average was above $13.50 each shift. • Developed advanced multitasking skills through a high-volume atmosphere.

• 

  Delaware North Companies

  May 2014 - Aug 2014

  Restaurant Supervisor Internship

  • Led a team of 13 bartenders and servers across three restaurants at Target Field.• Planned and delegated server stations within restaurants and setup Micros POS.• Assisted Event Manager at weddings, concerts, and MLB 2014 All-Star events.• Coordinated a 100+ attendee private All-Star event for ESPN.• Resolved guest complaints, and handled all restaurant escalations. • Assisted F&B Manager with inventory count and scheduling.

• 

  Thomson Reuters

  Aug 2015 - now

  Developed and Enhanced Customer Journeys and Playbooks - Led development of comprehensive playbooks for CLEAR, Regulatory Intelligence, & Oden, enhancing operational excellence - Conducted customer journey mapping with leadership teams to optimize customer experiences - Collaborated with cross-functional SMEs to integrate best practices, ensuring project quality and stakeholder alignmentImplemented AI Transformation Initiatives to Automate Processes - Championed the deployment of Conversica, an AI Assistant, within the Risk team, empowering CSEs to secure renewal meetings more effectively - Expanded AI-driven initiatives across other business units, including OLI and Tax & Accounting - Provided implementation support & training to ensure smooth adoption of toolsOptimized Workflows within Gainsight & Salesforce Platform - Owned the Salesforce and Conversica integration, boosting CSE efficiency by centralizing renewal management within Salesforce - Collaborated closely with the Gainsight development team to continuously optimize playbooks and features for improved performance for CSEsLed Strategic Cross-Functional Projects - Launched a 20-member Client Advisory Board (CAB) within $35k budget, orchestrating quarterly meetings to foster customer advocacy and engagement - Directed development of comprehensive playbooks for multiple product lines (CLEAR, Regulatory Intelligence, & Oden), enhancing operational excellence - Assisted with ASM Risk session planning and dinner, assisted with SYNERGY session planning and Risk exclusive event Developed and Implemented Training Programs - Created an onboarding program covering key products (CLEAR, Regulatory Intelligence, Oden) - Created the Atrium collaboration site, enhancing access to resources. - Led monthly Best Practice Calls to share insights and successful strategies Show less Developed & Implemented Efficient Processes- Led the creation and implementation of a new customer service process, enhancing internal efficiencies and improving client experiences across multiple teams.- Collaborated with IT Operations to streamline the termination process in ServiceNow for Legal Tracker - Led and coordinated the final database extraction process in partnership with the IT Operations Team, successfully delivering a hard copy of Legal Tracker data to the client in SQL formatCreated Comprehensive Training Programs and Documentation- Developed comprehensive training materials and process documentation, improving onboarding and operational workflows for Client Success Managers and Operations Teams- Enhanced the onboarding process for new clients by utilizing feedback to improve communication and training strategiesManaged Projects & Planned Events- Managed Professional Services project creation and billing records within Salesforce, ensuring accuracy and compliance.- Planned and executed a Client Advisory Board (CAB) event for 30 attendees, overseeing logistics and vendor coordination within a $28k budget.- Assisted in planning session breakouts for Legal Tracker Summit (Synergy)Conduct Audits and Resolve Issues- Conducted audits of customer accounts to ensure project and billing accuracy, leveraging custom Salesforce reports to drive insights.- Acted as the primary escalation contact for the Client Success Team, effectively resolving issues and maintaining stakeholder communication Show less - Represented Customer Service at American Association of Law Library Tradeshow in Washington DC (‘19).- Lead Customer Service Rep for the Academic Segment in addition to providing direct support to key accounts for high-spend Premier Corporate, Academic, and Large Law Firms.- Met and maintained quality and productivity standards.- Certified as a Low-Effort Rep through CEB’s Effortless Experience Capabilities Builder.- Planned, organized and executed an internal Live Call Listening session for ThomsonReuters Mid-Law Week within Customer Service.- Partnered with Internal Field and Marketing Reps in managing account relationships.- Smaller scale client-based projects including Accounts Receivables, subscription andproduct.- Utilized business software (SalesForce, SAP) to research, document, and close inquiriesrelating to special projects.- Daily client-facing interactions through phone calls and emails, working to identify propersolutions and coordinate with internal partners for each task. Show less - Created and maintained a positive relationship through customer interactions via phone andemail.- Ensured one-call resolution by actively listening to clients’ needs and effectivelycommunicating solutions to resolve customer conflicts.- Met and maintained standards for quality and productivity.- Used organizational skills and effective oral and written communication to follow up withcolleagues and customers when solving complex problems.- Supported company culture and involvement by organizing department events andparticipating in Customer Service projects. Show less

  • Program and Communications Manager

    Dec 2024 - now

  • Customer Experience Project Manager - Corporates Risk

    Aug 2021 - Dec 2024

  • Client Success Operations Specialist

    Sept 2019 - Aug 2021

  • Sr. Customer Service Specialist

    Apr 2016 - Sept 2019

  • Customer Support

    Aug 2015 - Apr 2016
• 

  Farrell's eXtreme Bodyshaping, Inc.

  Jul 2022 - now

  Group Fitness Instructor

  Inspire and lead participants in dynamic, high-energy classes to achieve their fitness aspirationsFoster strong member engagement by providing support & encouragement, helping individuals stay motivated and dedicated to their wellness journeys