Jessie Ferris

Experience

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  Rackspace Technology

  Aug 2011 - Nov 2014

  - Planned and performed over 200 email migrations for SMB to enterprise-level clients.- Decreased churn rate by training sales and frontline support teams on technical processes.- Increased efficiency and customer onboarding experience by implementing new tools and processes. - Provided frontline customer support and troubleshooting for multiple Cloud Office products.- Walked customers through setting up accounts, services, mailboxes, etc. - Made necessary adjustments to customer accounts as requested (i.e. adding and removing services, changing login information, creating/deleting mailboxes).- Documented all phone conversations, escalating to Tier 2 technicians when necessary.

  • Project Manager - Cloud Office Migrations Team

    Feb 2013 - Nov 2014

  • Customer Service Technician - Cloud Office

    Aug 2011 - Feb 2013
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  TopBox Solutions

  Nov 2014 - Sept 2015

  Project Manager/ Interactive Producer

  - Managed planning through implementation for technical and creative projects including: brand development, digital marketing strategy, web design, and IT onboarding.- Launched 3 new brands, websites, and marketing campaigns, including an e-commerce platform and a nonprofit fundraising campaign.- Increased team efficiency and customer experience by creating and implementing newprocesses for onboarding new IT customers.

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  Glide Design

  Jan 2016 - Oct 2017

  Project Manager & Support Manager

  - Owned project life cycle from planning to QA and launch for several web design projects simultaneously.- With input from relevant stakeholders, established project goals, Gantt charts, and scope of work to measure deliverables and project success.- Drove accountability across project team to ensure timely delivery and clear blockers.- Managed scope by identifying change requests and their implications on project deliverables, milestones, resources, and budget.- Acted as primary point of contact and frontline for website support.- Collaborated with the development team to determine resources needed and cost estimates for support projects.- Successfully launched 10+ websites and provided post-launch CMS training to client stakeholders.- Led projects with team members in various timezones and delivered 100% of projects on time.- Increased support ticket response time by 20%.- Established relationships and built trust with client base as well as team of contractors. Show less

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  H. E. Butt Foundation

  Oct 2017 - Mar 2022

  - Curate actionable project plans for editorial, creative, and technical projects.- Communicate high-level concepts to stakeholders, using discretion and emotional intelligence to customize communications to the audience and technical ability. - Consult 7 departments, executive team, and partnering organizations on communications strategy and execution.- Drive accountability among cross-functional teams to meet goals and deadlines.- Anticipate risks, identify solutions, and adapt to shifting priorities by being an advocate for the team — clearing blockers and jumping in to do the work necessary.- Facilitate standups, planning meetings, reviews, and retrospectives for continuous process improvement.- Create quality brand experiences by developing engaging, user-friendly print and digital materials for 30,000 guests per year.- Execute responsive digital communications informed by analytics and user experience.- Plan & coordinate community events — from intimate dinners to large public gatherings and virtual lunch-and-learn sessions.- Provide guidance and training to junior team members and interns. - Maintain archive of all brand materials, photography, and video.- Manage confidential communications, projects, and materials for c-level executives and board members.Additional accomplishments:- Produced 15 issues of Echoes Magazine in print and online for 3,000 subscribers.- Planned and executed over 20 in-person and virtual events since 2018.- Oversaw the successful migration, redesign, and launch of 7 websites to a multisite platform — and the creation of 2 new websites.- Increased employee engagement 25% by leading strategy and implementation of employee newsletter and website, and coordinating staff events for 100+ employees.- Helped launch The Narrative Change Project initiative in 2020 and oversaw digital aspects of the Know Your Neighbor campaign in 2022.- Saved the Foundation $10,000/month in web fees by establishing new vendor relationship. Show less

  • Project Manager, Community Engagement and Communications

    Feb 2020 - Mar 2022

  • Communications Project Coordinator

    Oct 2017 - Feb 2020
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  GLIDE

  Mar 2022 - now

  Wordpress Project Manager