Jess Mooney Email & Phone Number

United States

My focus is to strategically increase CSAT (Customer Satisfaction) and customer loyalty by leading the Customer Service and New Sales teams into a progressively customer-centric future. The additional focus of increasing ESAT (Employee Satisfaction) deepens my impact on the customer experience as I build better working models for customer-facing staff.As an accomplished team builder, I'm creating both team and individual development programs while building escalation paths that allow staff to capitalize on their expertise. I also improve cross-functional processes to support an optimized customer journey map through strong relationships and dedication to win-win philosophies. I am devoted to repeatable methodologies across both my own work and that of teams, particularly in the more complicated realms of change management, user adoption, and interdepartmental busines process improvements.

Vancouver, Washington, United States

As the Interim Sales Operations Manager for North America, I'm building and optimizing the newly created North American Sales Operations team which includes integrating the US and Canadian functions. Focuses are on developing specialized yet interdependent roles within the team, building cross-functional repeatable processes, developing risk mitigation plans, and training/mentoring both marketing and sales teams in Dynamics 365 CE/Sales/CRM. Both individually and through the NA Sales Operations team, I provide support and guidance for the Customer Experience, Inside Sales Rep, and Customer Service Rep teams, including developing new business processes that align with strategic goals as well as system architecture to support them. With an overarching goal of sales and marketing enablement inside Dynamics 365 CE/Sales/CRM and ClickDimensions, I create new tools, simplify processes, and streamline current operations to increase sales efficacy and reduce cost to serve. Duties include working with management to create clear KPIs, design interdepartmental workflows, and ideate dashboards; develop streamlined data governance and quality tracking tools; execute user adoption campaigns and training plans; as well as closely monitoring user satisfaction.

Lynnwood, Washington, United States

I use the experience from my previous Marketing Director role at Encore to develop and maintain a Microsoft Dynamics 365 content strategy that fills all areas of the marketing funnel. Key focuses include Dynamics 365 product, architecture, implementation, training, and process content across all Dynamics 365 ERP and CRM solutions.

Lynnwood, Wa

At Encore, my role as Director of Marketing led marketing initiatives in a team of marketing professionals which focused on aggressive lead generation through a varied portfolio of marketing efforts using Microsoft Dynamics 365 CE/Sales/CRM with ClickDimensions. Working tightly with Sales and the chief power user of the Dynamics 365 system, I worked to streamline the sales process from end to end, including architecting gated process stages, automated handoff processes, and lead to revenue reporting.My previous role as Director of Marketing (Fine Solutions which was acquired by Encore Business Solutions in 2017) included:Define, develop, and monitor Marketing and Sales KPIs in alignment with the overall company business plan; create, refine, and execute rolling 3-year Marketing plan including independent P&L management; strategize and manage all marketing and customer relations initiatives, including data and demographic analysis; developing integrated marketing and telemarketing campaigns; event planning; strategic brand and corporate messaging development; and partnership programs.I also provided Dynamics 365 CE/Sales/CRM and ClickDimensions guidance and functional architecture for Sales and Marketing business processes, working closely with both New Business and Account Management teams to articulate and streamline their procedures, on which I then devise functional architecture plans. These internal consulting services increased productivity by optimizing automation, minimizing data entry and management, and increasing the visibility of measurable KPIs. On a limited basis, I also provided these consulting services externally to a sub-set of clients as a billable resource.

United States

As the sales and marketing leader for the organization, I restructured the single team to individually focused--yet interconnected--account management and new sales teams with uniformly governed business processes and goals. This included implementing cross-functional processes with Project and Customer Service along with task completion and success tracking. With a guiding KPI of increased CSAT metrics, mapping and streamlining the customer experience via the customer journey map was at the center of every improvement. Leading a team of marketing and sales professionals, I mature and optimize the company's B2B lead, pre-sales, and sales pipeline processes to increase repeatability, limit overhead, and reduce the overall time in sales funnel. Develop and maintain the company’s integrated marketing plan including dynamic strategies, messaging, and directives to position Help Desk Cavalry as the local IT champion, focusing on client experience and expertise in the SMB regional market. Internal and external campaigns including corporate communications, brand awareness, multi-channel campaigns, advertising, client reference, community involvement, and social media. Develop and stay ahead of sales pipeline conversion metrics from nurture through to project handoff. Long-term strategies include multi-channel marketing strategy focused on implementing the marketing flywheel by integrating marketing efforts into each department. Short term strategies include improving core CRM and MAP systems, combining sales and customer service initiatives, cohere the client experience across the organization, and focus all outbound messaging to reflect brand identity.

Seattle, Washington, United States

Utilize Microsoft Dynamics 365 Sales/CE with ClickDimensions to support ongoing and one-off marketing projects including advising functional system improvements. Key focuses were on multi-channel email campaigns and website development, providing best practice tips. Advise on subscription management processes. Manage all tasks and project communications in Basecamp project management platform.

Lynnwood, Wa

Assess company's position in market landscape, and recommend marketing initiatives across partnerships, social media, and outbound channels. Develop and enact plans of campaign execution, brand reinforcement, and public relations. Create press releases; design, adjust, and manage corporate website; maintain presence on social media outlets; manage Microsoft marketing channels that incorporate partners. Designed, developed, and coordinated full company rebrand including graphics, collateral, social media, and public awareness.

Oversee all marketing and sales operations, staff, and customer relations aspects of a high-capacity, multi-level modern bathhouse and full-service spa. Increased traffic volume during "low seasons" by 20% through strategic marketing campaigns and simplifying their B2B sales processes by way of increasing community outreach, expanding business partnerships, and streamlining operations.

Oversee all aspects of running a full-service bakery and retail store. Managed all departments of the business, including sales, operations, accounting, manufacturing, business development, marketing, community outreach/public relations, and human resources.

Strategic Marketing Operations Certificate, Marketing

Bachelor Of Fine Arts (Bfa)

Integrated Strategic Marketing Certificate, Marketing