Vanessa Jackson has over 15 years of experience in business analysis, project management, customer service, and nonprofit leadership. She has a track record of developing processes and systems to improve customer experiences, raising funds, and increasing program participation and efficiencies. Jackson holds certifications in customer service and information technology and has served on several nonprofit boards of directors.

1. Vanessa Jackson
404.308.0700 vanessajackson21@gmail.com www.linkedin.com/in/vanessainatlanta7
Business Analyst/Project Manager/Customer Engagement Specialist
• Recognized strengths in problem-solving, trouble-shooting, and planning and implementing proactive procedures and systems
that improve the customer experience
• Experience in not for profit, corporate, and retail sales environments. Possess excellent Microsoft Office 2010, POS systems and
SaaS applications skills
Experience
Special Projects Coordinator
One Health Organization – Gates Mills, OH 2014-2016
• Created positive customer experiences by identifying, troubleshooting and resolving issues related to essential veterinary care
for program clients, participating veterinarians, and others involved in the program
• Developed processes for not for profit animal welfare program including fraud/scam detection process for veterinary partners,
community outreach process, procedures, budget, and metrics
• Developed a metrics dashboard to track progress on meeting agency’s goals and objectives
• Collaborated with pet-related businesses, animal welfare, and community organizations to create synergies and resources for
clients
• Led a five-week national online giving challenge campaign; organization raised over $28,000. 50% of funds from new donors.
• Developed reports and other materials for the board, community organizations, clients, participating veterinarians, and other
pet-related businesses
• Created co-branded communications for volunteers, clients, and social media platforms in a national on-line giving challenge
campaign
• Designed and upgraded program tools and processes to capture demographics and other information required by grant-making
organizations.
• Developed and managed a program related social media message calendar across various platforms. Increased social media
visibility 200%-500% across a variety of platforms
• Developed grant proposals to fund and expand an existing animal welfare program
• Member of Strategic Oversight Committee
• Developed new outreach programs and promotional activities for the community. Participated in existing outreach programs.
Program Coordinator-Mentor Up Program (Temporary contract position)
University Settlement-Magic Johnson Empowerment Center - Cleveland, OH 2014
• Coordinated work assignments, set priorities, and directed the workload of the Digital Mentors at multiple sites
• Identified Digital Mentors development and training needs and delivered required training
• Analyzed program data and prepared monthly and project reports
Administrative Program Associate
Greater Cleveland Community Shares - Cleveland, OH 2013-2014
• Administrative and program duties as assigned by Community Shares staff with operations, campaign management and
membership development responsibilities
Retail Sales Associate
Talbots – Stamford, CT 2012-2013
• Provided exceptional customer service in a specialty retail environment Exceeded assign sales targets by 25-40%
• Resolve customer service issues.
• Personal Stylist services by appointment.
• Facilitated corporate visual merchandising vision
• Performed physical inventory including audit reconciliation
Business Analyst & Project Manager
Independent Contractor - Atlanta, GA & Stamford, CT 2009-2012
Business analyst, project management and other administrative, clerical, bookkeeping, and social network development and event
planning responsibilities for a variety of clients in the small business and not for profit arena.
• Created an on-line giving campaign for a not for profit foundation Campaign exceeded matching goal. Raised $43,000.00
• Developed new fundraising opportunities for a senior citizen day program. Increased revenue 15%.

2. Vanessa Jackson
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Client Services Representative
Intimacy - Atlanta, GA 2007-2009
Provided exceptional customer service in a specialty retail environment
• Exceeded sales goals in a promotional period-received recognition award
• Refined retail inter-store transactions processes. Developed forms for daily store functions. Upgrades improved efficiency and the
quality of customer experience
• Resolved customer service escalations
• Handled visual merchandising, physical inventory, and audit reconciliation
Project Manager & Business Analyst
Independent Contractor - Atlanta, GA 2006-2007
Business analyst, project management, disaster recovery and other administrative, clerical, bookkeeping and event planning
responsibilities for a variety of clients in the corporate and not for profit arena
• Chaired a centennial events committee for a community organization. Included community events, fundraising, concerts, and
worship events. Produced music CD Raised more than $75,000.00 for building renovation
• Event Management: Unsung Civil Rights Leaders Forum for the Martin Luther King Weekend celebration at the Martin Luther
King Center for Nonviolent Social Change, Atlanta, GA 2007
• Facilitated a training program on compassionate care for a community organization Led to five certified lay community care
associates.
Business Analyst & Project Manager
EarthLink - Atlanta, GA 2004-2006
• Created Disaster Recovery plans for customer facing systems; conducted drills, created documentation
• Acted as Disaster Recovery Coordinator during drills and events; maintained DR Program SOX compliance; served on DR
Council
Project Manager & Business Analyst
Independent Contractor - Atlanta, GA 2001-2003
Business analyst, project management, disaster recovery and other administrative, clerical, bookkeeping and event planning
responsibilities for a variety of clients in the corporate and not for profit arena.
• Created a database of newsletter contacts, affiliates, and clients for a life coach Increased marketing efficiencies 40%
• Created quality assurance metrics for technical fraud account investigations department Reduced cycle times by more than 50%
on confirmed fraud cases
• Interim director of a senior citizens day program; developing, administering, monitoring and delivering programs Increased
program attendance by 20%
Education
• IT Service and Support, National STEM Program, Cuyahoga Community College (Graduated March 2015)
• Training & Development, Deans List, Marymount College of Fordham University, Tarrytown, NY (Senior-Level Credits)
• Certificate: International Customer Service Association-Customer Service Professional
Civic Leadership & Community Engagement
• Board President - St. Paul Golden Age Center- 501C3 Senior Adult Day Program- Atlanta GA
• Chair; Supervisory Committee, Grant Park - S.A.N.D. Federal Credit Union - Atlanta GA
• Centennial Events Committee St. Paul UMC- Atlanta GA
• Board of Directors - YWCA - Stamford CT, Hilti Employees Federal Credit Union-Tulsa, OK, Grant Park - S.A.N.D. Federal Credit
Union - Atlanta GA
• Resource Allocation Volunteer - United Way - Tulsa OK & Atlanta GA
• Volunteer - Ingenuity Cleveland – Cleveland, OH
• Volunteer Captain-Transplant Games 2016 – Cleveland, OH