Jessica Waters Email & Phone Number

Remote, Usa

Startup. Cross-functional collaboration to direct, sustain and grow - marketplace, onboarding, auditing, growth and enrichment, and ad hoc projects for the largest enterprise on demand delivery platform in the U.S. Led outsourced global teams remotely. Outsourcing + Automaton + BPO. Handle monthly revenue of $220k +/-, up from $90k.• Product Facilitation: Decision-making with internal and client teams ranging in echelons and departments for development and improvement.◦ Integrations & migrations - research, identify, scope, test, and debug software, automations, UX.• Process Optimization and Direction: Spearhead 9 core processes & 3-10 projects concurrently. Scope, pilot, forge and grow in domestic and international markets.◦ Deliver measurable results - Uphold 90%-100% quality and speed SLA.◦ Establish efficiencies, reduce errors. Produce high quality output while reducing costs.◦ Optimize by identifying process gaps and creating solutions. Gap analysis.• Lead and Guide Teams: Hire, and oversee teams of remote global agents to process deliverables. Performance metrics, team and individual cultivation and leadership.◦ 9-15 direct reports. 5-60 agents per process. 120-300 agents in my org.• Reporting: Internal and client facing. Process metric data analysis, gap reporting, visualization.◦ WBR - volume, SLA, AHT, FTE and UBP usage.◦ Changes, additions, ambiguities, impacts. Establish & execute change management strategies..• Resource Allocation: Responsible for DL/UR, GM, account planning.• Financial Management: Scope, design & process - agent pay, pricing, client billing, revenue close.• IT Governance: Credentialing, security, compliance - formulate, monitor, revise and audit credentials and system access to platforms and tools for 300 fluctuating users. • Client Success: Relationship and communication conduct, analysis & reporting, ad hoc requests.Tools: Google sheets, docs, slides, Salesforce, Slack, Zoom, Chat GPT, Ai, Lemonade, Notion, Greenhouse

Belize

Generate and regulate $3 million in annual revenue with 9-15 direct reports in 4 departments. Licensed property and vacation rental management, and licensed tour operator. Business conception, architecture, and implementation. Facilitated operational oversight, optimization, planning, and growth. Went from $0 - $3m/yr.• Execute and sustain domestic and international business, operations and legal compliance: ◦ LLC formation and registration, licensing, taxes, insurance, banking, payment processing, purchasing, vendor accounts, contracts, contractors, employee taxes and law.• Business Development: Establish and launch strategies for successful growth and scale. • Innovative Solutions: Create, integrate, curate and optimize business processes for automated tasks, tracking, reporting, billing, accounting, sales and marketing. ◦ Integrate and automate with external platforms.◦ Software selection, onboarding and website set-up and integration.• Marketing, SEO, Sales: Generate promotions.• Initiate Social Media Presence: Build, automate and refresh. eg. Facebook, Instagram, Pinterest.• Assemble and oversee daily resort and property specific operations.• Inspect, audit or sign-off: Deliveries, employee work, warnings, dismissals, reviews, promotions.• Produced and Coordinated: Work order, purchase order, schedules, time tracking, strike system, and billing for various crews utilizing software and apps.• Innovate price structure for rentals, maintenance, housekeeping and sourcing.• Contract providers for services and maintenance.• Suppliers, vendors, staff, inventory. Contracts, accounts, purchase orders.• Inventory: Source and audit - parts, supplies and specialists as needed.• Accounts payable, receivable, invoicing, reconciliation, payment processing.• Recruit, hire, train and schedule employees to assigned duties for performance excellence.• Lead, Direct and Guide Cross-functionallyTools: Google Workplace, StreamlineVRS, Quickbooks, Wordpress

Belize

Form and coordinate spa and wellness operations across numerous resorts and vacation homes. Facilitation of daily operations, staffing, customer experience, and resources. Went from $0 - $300k/yr• Partner with, advise and train: Resort staff, vacation homeowners, therapists, clients.• B2B Sales and Marketing: Services to rentals, restaurants, resorts, and individuals.• Design luxury services and products menu.• Source, monitor, and purchase inventory and supplies. Prepare and allocate for use.• Participate in all resort marketing and promotions. Launch promotional material.• Client retention and customer upsell..• Time and Schedule Governance: Schedule treatments and therapists to maximize time.• Cross-functional advisory of how to improve appearance, operations, and presentation of spa.◦ Expectation setting and key points of selling to guests.• Project Management: Planning and completion of location remodeling and decorating.• Private label. Merchandising. Perform treatments.• Participate in resort activities and HOD meetings on property and with the home office.

Belize

Refer to Bliss Spa role.

Columbus, Ohio

Time Warner Cable and Vision MarketingCanvassed (door-to-door) in assigned sales territories and solicited for new win-back and upgrade services. • Sold all services in a manner consistent with market policies, procedures, quality standards, customer needs, and applicable local, state, and federal laws and regulations.• Exceeded closing average and sales goals by 75%. 50+ monthly. • Collected fees, payments and equipment.• Attended departmental meetings and adhered to system guidelines.• Audited territories - disconnect, reconnect, upgrade and install services.

Columbus, Ohio

Refer to Time Warner role.

Auckland, New Zealand

Lived and worked onboard the Radisson Diamond, an exclusive double haul ship with a 5:1 staff:guest ratio. This small ship was used for company charters on 3 - 10 day voyages in the Caribbean.• Performed daily duties of Spa Therapist, including aesthetic and massage services in the Carita Spa onboard the Radisson Diamond, a 6-star ship.

United States

Handmade manufacturing 316L surgical stainless steel body piercing jewelry. Traveling sales; developed clients in US cities by cold calling potentials utilizing yellow page listing upon arrival. • Developed tools, step-by-step processes, techniques, and refinement to produce top quality products.• Sourced equipment, supplies, and raw materials including small machinery and semi-precious stones.• Directly marketed and wholesaled to buyers, B2B.• Reached out via cold calling on the phone.• Made appointment for product showing.• Displayed and demoed.• Closed the sale, collected payment in full.

State College, Pa

CEOGreen Top was an 800 sq.ft. retail store catering to PSU students. It was opened with $20k. In the 6th to 18th month sales totaled over $200k. • Executed all responsibilities related to opening and maintaining a retail business: licensing, state and federal taxes, banking, contracts, insurance, employees, payroll, security, scheduling, etc…• Sourced manufacturers and distributors of products and supplies.• Sales and marketing, advertising: radio, newspaper, and college publications.• Merchandise related task: Merchandising, organizing, inventorying, ordering, stocking.

Myrtle Beach, South Carolina

Small Business Owner | Beach World | Myrtle Beach, SC | 03.1995 - 08.1996 (1.5 years)Owned a small booth in the Beach World store for 2 seasons with sales of approximately $125k per season.• Hired, trained, and scheduled employees. Payroll.• Consultative sales: Sold products and services, provided customer counseling.• Developed advertising: flyers, tickets and signs for street side hustling.• Sourced and purchased products and supplies.• Pricing, merchandising and sales.

I aim to align myself with an organization that will leverage my experience and skills to be in service and create a positive impact. Solutions-orientated, I deeply understand needs and advocate for best outcomes while fostering relationships of trust, stability, and creativity. I excel in environments that prioritize growth, collaboration, diversity and innovation.Throughout my career my clients' success has been the backbone of my success. I have partnered with internal and client teams ranging in echelons and departments for development and improvement, tech integrations and migrations, automations, security, compliance, credentialing and monitoring, analytics, reporting, accounting, and more. With the goal of understanding the objective, I establish solutions that increase efficiency, accuracy, transparency and ROI while decreasing cost, headcount and licensing. Most recently I have been fully remote in a globally distributed startup as an Operations Manager where my client was the largest online delivery platform in the US. My top responsibilities were; client integrations, achieving SLAs and reporting, and impactful client engagements. I led teams of 120+ agents to process a variety of client deliverables and ensure excellent outcomes.Prior to the OM role my entrepreneurial career was in tourism and wellness with a focus on business architecture and operations. I created memorable client experiences and streamlined the backend for seamless workflows and automations. These advances enabled growth and scale. I was accountable for resources, allocation, teams, tech solutions, marketing, revenue, expense, licensing and compliance.My career began in sales where I spent more than 7 years greeting clients as they walked through my retail doors, knocking on doors to introduce and advise on telecommunication, internet, and entertainment services, consulting groups to achieve their vacation goals, or on the road cold calling businesses.

• Forward thinking leader who holistically diagnoses the root cause and creates solutions. • Diverse portfolio management, solution-oriented, logical thinking, organized.• Provide clear solutions to ambiguous problems and lead by example with a positive attitude.• Enthusiastic, creative, passionate, honest, trustworthy, adaptable, flexible and ambitious..• Excels in diverse environments that encourage friendliness and overcoming challenges with an open-mind.• Organizational, operations, management and leadership experience across various industries providing innovative solutions and guidance. • Results driven in collaborative, cross-functional environments with minimal instruction or oversight.• Persistence and perseverance, patience and grit with a mindset of sustainable growth. • Skilled in assessing situations to reduce friction for superior operations, client, vendor and employee experience.• Multicultural experience working and communicating with a global audience.• Accountable for development of teams, platforms, systems, tools, processes, and procedures that improve usability, efficiency, effectiveness, accessibility, and transparency. • Successfully onboarded, integrated, migrated, used, and maintained multiple software. Integrated processes and websites into software. • Ex. Salesforce, AdventureOffice, StreamlineVRS, Orchid, Tailwinds, and Shopify. • Developed and automated sales, marketing, payment processing, intake, billing, and accounting. • Adopted inhouse tech and led a small team for local automation solutions. • Automated marketing across social media and many booking platforms.• Owner, operator, partner, and manager in enterprise, wholesale, retail, sales, marketing. • International property and vacation rental management, tour operation, hospitality, wellness, spa. • Licensed esthetician, user experience graduate, and 20 years of experience.• Vendor ops management, BPO, outsourcing, and offshore teams.

Leadership, Management & Operations: Business, organization, resource, team, customer, software, finance, legal, licensing, project, payment processing, vendor, relationship, contracts, pricing, wages, negotiation, outsourcing, vendor ops, startup, business strategy, growth, scale, sourcing, SLA, process, reporting, compliance, system credentials, access and security, documentation, decision-making, communication, critical thinking, accountability, advertising, sales & marketing, client success, satisfaction and service, gross margin, direct labor, usage revenue, ROI, logistics, inventory, small business, retail, wholesale, enterprise, property, rental. Tech: Salesforce, Chat GPT, Ai, Zoom, Google Suites - sheets, docs, slides, Slack, Quickbooks, payment processing, website development, software development, integration and migration, UX, user experience research, customer journey, workflows, automation implementation, testing and debugging. Hospitality, Tourism & Spa: Wellness, yoga, beauty industry, excursions, tour operator, aesthetics, licensed esthetician, events, property and vacation rental management.Traits: Self-starter, owner, adaptable, multicultural, diverse, insightful, fair, reliable, generous, honest, flexible, resourceful, entrepreneurial. Strengths; Achiever, connectedness, learner, ideation, individualization. INFJ-A Advocate. CVI: Builder, merchant, innovator, banker.

Business Manager, Business Strategy, Financial Management, Market Analysis, P&L Management, Strategic Partnerships, Business Development, Performance Management, Sales Strategy, Profit Maximization, Budget Planning, Business Planning, Risk Assessment, Organizational Development, Revenue Growth, Stakeholder Management, Forecasting, Business Analytics, Process Development, Competitive Analysis, Corporate Strategy, Team Leadership, Financial Reporting, Data Analysis, Decision-Making, Business Operations, Strategic Leadership, Growth Strategy, Negotiation, Business Optimization, Market Research, Organizational Strategy, Resource Planning, Financial Analysis, Sales Operations, Customer Insights, Business Scaling, Cost Management, Change Implementation, Business Transformation, Develop business growth strategies, Manage P&L and financial performance, Conduct market and competitor analysis, Drive revenue growth initiatives, Develop and implement business plans, Lead business optimization projects, Oversee financials and budgeting, Manage business operations effectively, Execute strategy initiatives, Lead team development and performance, Conduct financial analysis and forecasting, Strategic decision-making processes, Enhance organizational efficiency, Implement business process improvements, Oversee sales and marketing strategies, Manage stakeholder relationships, Develop and monitor KPIs. Operations Manager, Process Improvement, Operational Efficiency, Workflow Optimization, Cross-Functional Leadership, Resource Allocation, Cost Reduction, Process Automation, Team Management, KPI Monitoring, Budget Management, Strategic Planning, Change Management, Project Management, Quality Assurance, Inventory Control, Logistics Management, Vendor Management, Risk Management, Compliance Monitoring, Performance Optimization, SOP Development, Process Mapping, Operations Strategy, Workforce Planning, Operational Risk, Data-Driven Decision-Making, Service Delivery, Process Standardization.

Continuous Improvement, Team Development, Resource Management, Asset Management, Cost Optimization, Efficiency Initiatives, Daily Operations, Systems Integration, Streamline operational processes, Improve operational efficiency, Develop and implement SOPs, Manage cross-functional projects, Optimize resource utilization, Lead process improvement initiatives, Monitor operational performance metrics, Ensure compliance with regulations, Manage inventory and logistics, Allocate resources effectively, Implement change management strategies, Enhance production planning processes, Drive operational excellence, Conduct risk assessments regularly, Develop workflow optimization plans, Lead operational strategy development, Manage daily business operations, Supervise team performance and development, Reduce operational costs strategically. Customer Success, Customer Experience, Client Retention, Relationship Management, Onboarding, Upselling, Customer Satisfaction, Product Adoption, Client Communication, Feedback Analysis, Account Management, Churn Reduction, Cross-Functional Collaboration, Customer Feedback, Service Excellence, Customer Advocacy, Technical Support, Customer Insights, Problem-Solving, Product Knowledge, Process Journey Mapping, Issue Resolution, Success Metrics, SLA Management, Data Analysis, Performance Metrics, CRM Systems, Delivery Management, Escalation Management, Process Optimization, Feedback Loops, Customer Relationships, Drive customer retention, Foster long-term client relationships, Enhance customer satisfaction scores, Implement customer success strategies, Lead customer success initiatives, Increase customer value, Collaborate with cross-functional teams, Resolve customer issues effectively, Analyze customer feedback data, Drive customer success KPIs, Enhance customer communication channels, Support client growth and expansion. Operations Manager, Process Improvement, Operational Efficiency, Workflow Optimization, Cross-Functional Leadership.

Resource Allocation, Cost Reduction, Process Automation, Team Management, KPI Monitoring, Budget Management, Strategic Planning, Change Management, Project Management, Quality Assurance, Inventory Control, Logistics Management, Vendor Management, Risk Management, Compliance Monitoring, Performance Optimization, SOP Development, Process Mapping, Operations Strategy, Workforce Planning, Operational Risk, Data-Driven Decision-Making, Service Delivery, Process Standardization, Continuous Improvement, Team Development, Resource Management, Asset Management, Cost Optimization, Efficiency Initiatives, Daily Operations, Systems Integration, Streamline operational processes, Improve operational efficiency, Develop and implement SOPs, Manage cross-functional projects, Optimize resource utilization, Lead process improvement initiatives, Monitor operational performance metrics, Ensure compliance with regulations, Manage inventory and logistics, Allocate resources effectively, Implement change management strategies, Enhance production planning processes, Drive operational excellence, Conduct risk assessments regularly, Develop workflow optimization plans, Lead operational strategy development, Manage daily business operations, Supervise team performance and development, Reduce operational costs strategically.

Diploma, User Experience Design

Activities and Societies: • User experience • Functional design • Product integrity • Product desirability • UX design process • Process.

Data Analytics, Project Management, Cybersecurity - Google Professional Certificate, Data Processing, Project Management, Cybersecurity

Licensed Managing Esthetician, Managing Aesthetician / Esthetician And Skin Care Specialist, A+

The Spa School offers a 750 hour managing esthetics program that utilizes the Milady's Standard Fundamentals for Aesthetician book. GPA.

Anatomy, Microbiology, Chemistry, Business Law, Accounting, General Psychology, Thanantology, And Em, 3.35

Activities and Societies: Course Work: Anatomy, Microbiology, Chemistry, Business Law, Accounting, General Psychology, Thanantology.

Communications Theory And Journalism, 4.0

Activities and Societies: Course Work: Communications Theory and Journalism

Education record

Activities and Societies: STCW 95 - Standards of Training, Certification and Watch keeping for Seafarers to promote safety of life.

Project Management Professional Certificate, Project Management