Jenna G. Email & Phone Number

Seattle, Washington, United States

-Successfully led the completion of 15+ high-impact projects, significantly advancing the organization's mission and nationwide reach, accounting for 30% of the non-profit's net income.-Oversaw all phases of the project life cycle from initiation to closure, coordinating timelines, deliverables and resources to deliver high-quality outcomes. -Successfully managed multiple projects in tandem in a dynamic environment with frequently changing strategies, plans and scope, demonstrating adaptability while maintaining timelines and quality.-Successfully led cross-functional teams comprising 15+ members to achieve project goals and timely delivery.

-Led a high-performing customer service team of 8 providing training, mentorship, professional development and performance management to ensure excellent service and productivity.-Led the team to consistently achieve and exceed goals by acquiring 80-100 new recurring donors each month through phone solicitation, significantly increasing monthly donation revenue.-Coached and motivated the team to achieve a 20% close ratio for converting prospects into monthly donors, enhancing team performance and boosting donor acquisition rates.-Designed and implemented a comprehensive on-boarding process, which was later adopted organization-wide.-Played a key role in the hiring process for my team and overall organization, contributing to the selection of top talent.-Developed and implemented KPIs and service protocols with the goal to provide world-class service to each customer. -Successfully led the team through the change management process of implementing a new CRM system, resulting in improved efficiency and seamless transition with minimal disruption.

-Acted as the interim leader to a team of 8 during a 6+ month vacancy in the senior role, ensuring team stability and continued high performance by maintaining clear communication, providing guidance, and making key decisions to support team operations.-Trained and mentored 15+ new customer service representatives, ensuring a consistent standard of service.Fostered a positive, collaborative team environment, promoting a culture of excellence.-Monitored daily operations on the customer service floor, addressing issues and handling complex escalations when needed.-Managed scheduling and resource allocation to ensure optimal coverage and efficient handling of customer inquiries.

-Provided exceptional customer service to individuals and parishes across the country, addressing inquiries, placing orders and resolving issues promptly.-Handled a high volume of phone and email communications, consistently meeting performance targets and maintaining high customer satisfaction.-Utilized Salesforce CRM to maintain comprehensive records of customer interactions, transactions, and feedback, contributing to improved service strategies and customer satisfaction.

-Managed the organization's flagship program, overseeing the nationwide distribution of millions of books to parishes, achieving significant milestones in faith outreach to inspire Catholics across the country.-Developed and nurtured relationships with church representatives, fostering trust and support for the program.-Processed a high volume of phone orders daily, ensuring accuracy and providing excellent service to maintain high satisfaction levels.-Collaborated with the marketing team to design promotional materials and campaigns, effectively communicating program benefits to potential clients.

-Prepared and presented comprehensive market research reports to senior management and key stakeholders.-Collaborated with the marketing team to develop engaging marketing materials including brochures, email campaigns, and social media graphics, contributing to a cohesive brand image.-Developed press releases and promotional materials, enhancing awareness for organizational events and initiatives.-Contributed to social media strategy by scheduling posts and creating content.