Vanessa Jackson has 10 years of experience in business analysis, project management, and client relationship management. She has strong analytical and problem-solving skills. She is currently working as a program coordinator for a nonprofit organization, where she promotes programs and provides customer support. Previously she has managed various projects, including a wireless billing system conversion and an event planning for a nonprofit capital campaign. She has a background in retail sales, business analysis, and project management for various companies. She is currently pursuing an IT degree with a focus on service and support.
Presented to Project Management Institute, Hampton Roads Chapter, Feb 2011. This case study examines the Donor First program developed by Jann Schultz, examining donor touch-points, defining multiple projects and designing a program to engage and retain more donors while delivering long term value.
Presented to Project Management Institute, Hampton Roads Chapter, Feb 2011. This case study examines the Donor First program developed by Jann Schultz, examining donor touch-points, defining multiple projects and designing a program to engage and retain more donors while delivering long term value.
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