Capria Jaussen Email & Phone Number

Ferndale, MI, US

US and Urban Transformation Programs

• Directs all operations of a dynamic client services organization including customer success, team oversight and development, communication, finances, database management, and project/program management
• Account manager for established clients, develops and implements tailored program offerings to an active portfolio of approximately 50+ national/international corporations and community organizations
• Primary strategic partner to the CEO and Board Chair in road-mapping, change management, organizational strategy and future planning

• Managed operations in a time of significant business and team growth.
• Led client engagement and customer success to design and deliver an impactful, customized program experience
• Oversaw and monitored organization’s financial position, forecasted revenue and expenses and prepared the budget and summary reports for quarterly Board meetings
• Managed program pipeline and daily team tasks and workflows using Salesforce, Evernote and Monday.com for maximum efficiency of a small team serving many clients with multiple program offerings
• Managed and maintained organization databases, primarily Salesforce, created unique reports to calculate program metrics and understand the organization’s position
• Hired, trained, and developed an Operations Coordinator as a direct report

• Integral in building a client services start-up from the ground up.
• Created, designed, revised, and maintained several systems, executing all associated tasks to deliver consistent, high-quality programming.
• Communicated with customers and produced internal and client-facing documents, including recruitment and informational flyers, program reports, and logistical summaries*Managed team tasks and workflows using Evernote.
• Disseminated and analyzed program surveys through SurveyMonkey and Google sheets, as well as transcribed and organized qualitative interview data

Cleveland, Ohio, United States

• Provided the highest level customer service via phone, email and in-person to season ticket holder inquiries, requests, digital ticketing needs, and delivered timely and creative solutions to patrons
• Effectively communicated facts about Playhouse Square events in a busy, high pressure sales environment
• Maintained and input customer data and sales documentation

Seattle, Washington, United States

*Managed service department back office employees (4-5 people in various roles)*Managed all work orders and warranty claims for repairs performed at the dealership, via internal dealership software and the corporate Volkswagen warranty claims system*Reconciled the warranty account receivables

Seattle, Washington, United States

Coordinated the receipt and inspection of all new vehicles, approximately 500/year

Seattle, Washington, United States

Provided front desk customer service, processed payments, filed paperwork and supported daily tasks for a team of service consultants