1. Vanessa Jackson
3625 East 146th St., Cleveland, OH 44120 404.308.0700
vanessajackson21@gmail.com www.linkedin.com/in/vanessainatlanta7
Project Manager and Business Analyst Professional
Ten years of experience in business analysis, project management and client relationship management; solid analytical, problem-
solving and decision-making skills; strong oral and written communications skills; technical proficiency of system conversion
processes and methodologies; successfully managed projects from wireless billing system conversions to event planning for a
capital campaign fund raiser. Award-winning, team-building skills including the ability to influence, negotiate, plan, communicate,
make decisions, manage risk, and drive highly complex, cross-functional and enterprise-wide programs.
PROFESSIONAL EXPERIENCE
Not-for Profit Program Coordination- Cleveland, OH 2013-Present
• One Health Organization Member Benefits Program Coordinator Present
• Promote and expand the One Health Family Member programs
• Provide effective customer support and service to clients
• Mentor Up-Magic Johnson Community Empowerment Center-University Settlement 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 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 assigned sales targets by 25-40%
• Provided wardrobe consultation for clients through Personal Style Appointments
• Visual merchandising responsibilities.
Business Analyst & Project Manager
Independent Contractor - Atlanta, GA & Stamford, CT 2009 – 2012
• 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 foundation. Campaign exceeded matching goal. Raised $43,000
• Designed additional fundraising opportunities for a senior citizen day program .Increased revenue 15%.
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

2. Project Manager & Business Analyst
Independent Contractor - Atlanta, GA 2006 – 2007
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 including community events, fundraising, concerts, and
worship events. Produced music CD. Raised more than $75,000 for building renovation.
• Assistant Stage Manager: 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 resulting in five certified trained
congregational care associates.
Business Analyst & Project Manager
EarthLink - Atlanta, GA 2004 – 2006
• Created plans for customer facing systems
• Conducted drills, created documentation
• Maintained SOX compliant Disaster Recovery Program
• Acted as Disaster Recovery Coordinator during drills and events
• Served on Disaster Recovery Council
Project Manager & Business Analyst
Independent Contractor - Atlanta, GA 2001-2003
Business analysis, 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%
• Interim director of a senior citizens day program. Increased program attendance by 20%
Senior Technical Analyst
Verizon Wireless - Atlanta, GA & Walnut Creek, CA 1995-2001
Business analyst & project manager at a regional and enterprise level. Business Process re-engineering, billing system
conversion and billing system convergence leader. Member of a steering committee including C suite team members
• Responsible for 85% reduction of customer billing errors.
• Managed two to four ongoing medium to large projects with total investment of up to $90 million including requirements, scope,
risks and quality
• Created quality assurance metrics for technical fraud account investigations department Reduced cycle times by more than 50%
on confirmed fraud cases. Team won second place in the Team Excellence competition
EDUCATION
• IT Service and Support, National STEM Program, Cuyahoga Community College (Expected Graduation March 2015)
• Dean’s List, Marymount College of Fordham University, Tarrytown, NY Major: Training & Development (Senior-Level Credits)
• Certificate: International Customer Service Association-Customer Service Professional
• Certificate: Typing institute of America- Proficient Typist: #Certificate 1/169726; Advanced 10 Key: #Certificate 1/69726
CIVIC LEADERSHIP AND COMMUNITY ENGAGEMENT
• Board Leadership: St. Paul Golden Age Center- 501C3 Senior Adult Day Program- Atlanta, GA, Supervisory Committee, Grant
Park - S.A.N.D. Federal Credit Union - Atlanta GA ,Centennial Events Committee St. Paul UMC- Atlanta GA
• Board Service: - YWCA - Stamford CT, Hilti Employees Federal Credit Union-Tulsa, OK, Grant Park - S.A.N.D. Federal Credit
Union - Atlanta GA
• Volunteer – Resource Investment-United Way - Tulsa OK & Atlanta GA, Volunteer - Ingenuity Cleveland – Cleveland, OH