Jacqueline Forbes Email and Phone Number

• Responsible for growth and retention of a portfolio of complex, high-profile industrial and manufacturing clients; achieved through pursuit and development of trusted partnerships with key client stakeholders resulting in high client satisfaction.• Leverage product and industry knowledge to demonstrate and deliver value to clients, executing a cross-functional strategy to identify and prioritize opportunities best-suited for each client partnership.• Engage in robust internal relationships to support all aspects of account management, from planning and organizing of sales activities to coordination of service delivery, ensuring a strong foundation for client success and partnership growth.

• Managed client experience through strategic and tactical coordination of multifaceted services to deliver high levels of client satisfaction and retention for a multi-million-dollar book of business. • Served as subject matter expert to internal teams on client sustainability and organizational goals, and provided proactive insights to clients to boost engagement and drive awareness of service value, effectively balancing company and client success.• Leveraged strong network of cross-functional internal relationships and depth of knowledge across a broad range of service offerings to anticipate, prevent, and triage issues to resolution. • Developed and supported strategic client plans, listening to client needs and helping to translate them into actionable sales opportunities.• Drove the process of onboarding new services, establishing a strong foundation of engagement between internal and client teams.

• Developed and implemented EHS compliance and management solutions for a diverse portfolio of manufacturing and industrial clients, including ISO-certified systems for Fortune 500 companies.• Managed complex projects to ensure timely delivery of audits, reports, management system rollouts, and training seminars. • Led a team of Specialists responsible for supporting and ensuring compliance with client regulatory reporting deadlines.• Drove internal process improvement projects related to quality and client service, including management of client onboarding, implementation of standardized procedures and work instructions, and ongoing identification of opportunities for improved efficiency.

• Managed Business Involvement Screening Research product by driving a complex research process and methodology, leading short- and long-term projects with global teams to improve efficiency and quality, and providing support to client service and sales teams. • Developed and implemented training tools and programs for research analysts, client service and sales teams.• Provided regular product and project updates to senior management.• Evaluated the environmental, social, and governance performance of US and global companies through review of corporate reports, websites, press searches, and company engagement.• Initiation and facilitation of internal sustainability initiatives, including tracking and reduction of energy-use, inter-office employee engagement, employee commuting initiatives, employee fitness challenge, and supporting efforts to improve executive-level buy-in.

• Managed research on opportunities for landowner involvement in brownfield reuse planning in Canada; examined case study examples of companies that exceeded legal requirements for site cleanup and community engagement prior to abandoning their sites.• Coordinated project planning and timelines, directed team of research assistants, and tracked distribution of grant funds.• Presented findings at the Annual Meeting of the Association of American Geographers, April 2010; research published in March 2013 edited collection, Land and Sea: Environmental History in Atlantic Canada.

• Provided feedback and support to students and professors in graduate level courses – Developing Sustainable Communities and Negotiation, Mediation and Conflict Resolution.

• Facilitated design and execution of evaluation agenda centered on assessing overall performance of program operations and identifying areas for improvement. Refined program goals, performed an audit of current performance measurement indicators, and developed additional data collection processes to measure progress towards targets.

• Performed environmental assessment of organization’s energy use, waste management, transportation, and building policies. Submitted recommendations to the Board and administration, and shaped the development of an official environmental policy statement. Advised facilities staff on implementation of sustainability measures.

• Worked as part of a research team examining the barriers and incentives to a local response to climate change through the development and execution of a series of interviews and focus groups. Submitted findings to management with recommendations for increasing local participation in environmental initiatives.

• Worked with the press, state legislature, and public interest groups to change laws and educate the public on environmental issues, including climate change and renewable energy initiatives. Strategized, initiated and organized environmental initiatives at national scale.