Jess Proctor (She/Her/Hers) Email & Phone Number

Cape Elizabeth, Me, Us

Portland, Maine Metropolitan Area

As the Office Manager at GreenMars, my role will involve being the backbone of the company's operations, ensuring smooth day-to-day functioning and supporting its mission of delivering excellence in real estate development and property management.

Portland, Maine Metropolitan Area

Westbrook, Maine, United States

Key contributor and lead to multiple global projects with SmartSheets and MS Project, ensuring scope alignment and stakeholder needs. Delivered process improvements, managed software implementations, and used RACI charts and RAID logs to enhance accountability and prioritize risks.• Led BPI Project Workstream for veterinary software integration, managing scope and resource allocation, driving key process improvements and automating billing processes while enhancing global efficiency.• Earned Lean Practitioner Certificate, training and supporting dozens in Lean Thinking, problem-solving, and Visual Management to promote continuous improvement.

Coordinated multiple projects and programs that aligned with priority business objectives by organizing project meetings, managing deliverables, and tracking milestones and tasks.• Spearheaded the implementation of a technology-driven recognition program, inspiring employee engagement by offering rewards and incentives, and fostering a positive, performance-driven culture.• Led Lead Generation Mapping initiative to identify gaps and recommend Salesforce improvements, partnered with Neo Sales Team to optimize the sales cycle, call flow, and system enhancements, boosting sales.

Leveraging 20+ years of customer service training to uphold L.L.Bean's World Class Customer Service reputation by professionally handling incoming inquiries garnering a 98% Customer Satisfaction score per customer surveys; high contributing member of a testing team for a new internal policy guide.

Managed diverse projects, leveraging digital tools to enhance operations and provide performance data for efficiency and improvement.• Implemented 80+ process improvements with key partners, aligning with Lean Six Sigma standards to save $250K annually. Key achievements: order entry enrichments (Jira), SOP implementation, and vendor management.o Key impact: Developed and implemented a digital artwork approval process with a cross-functional team, reducing approval time from 3 days to under an hour and saving $140K annually in labor and shipping costs. • Led Microsoft Dynamics CRM implementation, enhancing account visibility, conversion rates, and sales. Key contributor to User Acceptance Testing.• Led cross-functional implementation and upgrade of Microsoft Dynamics CRM, enhancing visibility into high-value accounts and improving conversion rates and annual sales. Key contributor to User Acceptance Testing.

Portland, Me

Supervised 24 Customer Service Reps on the Key Account Team and provided leadership and oversight of Training/Quality program. Quickly resolved internal and customer issues while maintaining World Class Customer Service. Collaborated with leadership on area metrics to improve rep performance and increase call efficiency. Developed highly effective working relationships with business partners to reduce customer risk, increase productivity and ROI, and increase annual sales.

Shelburne, Vt

Hired and managed 4 supervisor and seasonal team leaders and a total staff of up to 300 core and seasonal call center and retail store employees. Ensured exceptional customer experience by training, coaching and monitoring staff performance while maximizing sales, customer satisfaction and loyalty. Resolved customer issues quickly and efficiently while limiting cost exposure. Created and adhered to departmental budget.

Supervised up to 150 core and seasonal fulfillment employees for VTB and three sister companies. Identified and implemented cost saving measures in packaging, product placement, order processing, and inventory management. Assisted in all facets offulfillment including personalization, inventory control, and shipping.

Developed and delivered annual training for approximately 2000 seasonal employees on sales, product, customer service and order entry software. Visited outsource facilities during holiday seasons to manage and promote the Vermont Teddy Bear Company brand and sister companies. Created and executed leadership development programs, safety skills training, and retail training programs.

Led hundreds of students in summer orientation, student government, school clubs and organizations, and activities.