Jacqueline Thomas Email & Phone Number

Minneapolis, Minnesota, United States

Gaithersburg, Md

Provided dual leadership role to drive a positive, productive, and efficient work environment, enable roll out of local and corporate programs, and collaborate with functional leaders and/or Human Resources to communicate employee concerns or updates.• Managed $50K site leader budget supporting over 400 local employees, resulting in successful execution of 30 initiatives year over year; received consistent and positive employee feedback.• Recruited a ten member cross functional team, identified key roles, and established bi-weekly team meetings to manage ongoing program plans averaging 1-2 key events each quarter.• Successfully negotiated vendor contracts for key social events. • Raised almost $8K and recruited 35 volunteers in support of corporate-wide fundraising event supporting Leukemia and Lymphoma Society Light the Night event.

Gaithersburg, Md

Provide strategic leadership and coaching to a team of senior level business analysts and project managers. Led analytics team in the development and delivery of executive and customer reports and dashboards. Responsible for leading project managers in the effective delivery of medium to large scale projects and M&A initiatives on time and within scope. • Achieved 100% on time delivery of executive and customer reports with zero defects.• Delivered quarterly CIO and CEO dashboards providing increased visibility and continuous improvement of key business and network applications supporting $500M revenue base. • Established and maintained strong vendor relationships while driving efficiency and cost productivity in multi-year network contract re-negation resulting in $3M annual savings. • Worked closely with project management team in the successful delivery of 35 facility, network, and M&A initiatives with > 95% positive stakeholder feedback.• Fostered employee development and engagement through individual coaching, weekly one-on-one sessions and ongoing open and honest communications. Program Manager – Net Promoter (2009-2014)Managed first corporate-wide customer loyalty program using Satmetrix Net Promoter Score (NPS) tool and methodology.• Negotiated contract, designed survey and reports, defined governance model, and developed internal/external communications plan in successful program roll out.• Partnered with Human Resources to drive adoption of initiative by incorporating performance as part of the executive compensation plan.• Established process to proactively engage customers yielding 50% customer participation.• Created process to prioritize issues with targeted customer action plans; increased NPS by 25%.

Gaithersburg, Md

• Led a team of business analysts to develop and implement customer satisfaction surveys for targeted user groups; established Net Promoter Score (NPS) baseline process and templates for transition to corporate-wide initiative.• Leveraged industry best practices and standard web survey and Microsoft tools to collect, aggregate, and provide reporting and analytics on key findings.

Gaithersburg, Md

• Led a global team of 70+ Program Managers and Technical specialists with focus on the planning, development, and implementation of integrated B2B supplier enablement programs. Provide Professional Services planning and consulting, project management, software installation, testing, and training.• Managed a $5M budget with responsibility for overall management of implementation programs of a $400M B2B electronic commerce company.• Balanced business challenges through global outsourcing initiative, realigning/cross-training resources, optimizing support structures through automation, driving change throughout the organization. • Integrated business processes and resources within organization after key acquisitions.

Gaithersburg, Md

• Led a 30-person multi-functional team with a $2M budget driving diverse programs including Client training, Six Sigma, and Professional Services Marketing. • Directed development of a web-based B2B supplier on boarding solution resulting in 40% automation of ongoing implementation activities. • Managed implementation of a business-wide Six Sigma certification program initiative resulting in 100% compliance within the organization.• Delivered successful client training programs yielding greater than 95% customer satisfaction.

Rockville, Md

• Led a team of professionals and contractors providing outsourced dedicated and shared customer support help desks supporting a client revenue base of more than $6M. • Responded to client proposals for customized support help desks.

Rockville, Md

• Manage the day shift Operations for a team of nine Customer Support specialists. Coordinated shift schedules, call queues, dynamic resource allocation, escalation, and call coaching.

Rockville, Md

• Designed, developed and delivered training courses for new web-based products and services.

Rockville, Md

Manage commercial rollout of several online research databases and customized gateways for GE’s online consumer service (GEnie). Appointed editor for GEnie’s online multimedia magazine, and served as primary media contact for 3rd party vendor services. Led negotiations and implementation of NBC’s first online service. Led efforts in the identification, contract negotiation, and technical implementation of 3 strategic 3rd party vendors resulting in 6 major services for the first internet-based small business offering.

Rockville, Md

Led commercialization activities of new products and enhancements within the news and database product lines. Assist in defining a long-term business and product strategy for the Information Products line. Manage 3rd party Service news and database providers.

Bachelor'S Degree, Journalism

New Manager Deveopment (Nmdc)

Manager Development (Mdc)