Jonelle Nowak Email & Phone Number

Chicago, Illinois, United States

• Managing 4-8 events concurrently at various stages, ensuring seamless coordination and execution throughout the event lifecycle.• Leading onsite event execution, overseeing attendance tracking, managing last-minute logistics, and resolving issues to ensure successful events.• Developed and implementing post-event surveys to collect actionable data, enabling the creation of more engaging and effective future events.• Created an event-focused newsletter to drive awareness and increase engagement with targeted audiences, supporting new event lead generation.• Utilizing A/B testing to analyze attendance trends, optimizing strategies for better event turnout and engagement.• Managing event budgets and financial forecasting for the fiscal year, ensuring all projects and events stayed within scope and financial constraints.• Exercising creative thinking by incorporating engaging themes, competitions, and trending topics to capture and maintain audience attention.• Cultivate relationships with prospects, customers, and partners through event engagement and unique experiences.• Develop pre-event strategies to maximize ROI, targeting audiences and aligning objectives with company goals.• Coordinate event logistics, from venue selection to budgeting, ensuring seamless execution.• Evaluate event success and failures using metrics like attendance and customer feedback to refine future strategies.• Stay updated on SaaS trends to optimize workflows and processes for efficiency.• Collaborate across departments to ensure alignment and quality assurance.• Provide project updates and insights to SVP of Operations for Operational Program Management Projects.• Collaborate with Revenue Operations Manager on data integrity improvements and streamlining data processes.• Host quarterly meetings with department heads to gather feedback and address efficiency pain points.• Research and address efficiency pain points to optimize workflows and processes.

Chicago, Illinois, United States

• Leading a team of 4 direct reports, hosting daily Syncs, 1:1s, advising on escalations, and delegating project timeline goals• Strengthening Project Management skills through cross-department collaboration with Marketing, Sales, Finance, Support, Product, and Engineering, resulting in a 25% improvement in overall project delivery timelines and increased customer satisfaction, positively impacting business operations • Improved cross-collaboration by 30% through the implementation of the Internal Customer Success Playbook, resulting in streamlined operations and increased efficiency• Demonstrating leadership through training new hires, participating in key meetings during the Director's absence, and driving departmental growth initiatives• Conceptualized and implemented an internal comprehensive 'Getting Started Checklist', Interactive New Hire Guide, Orientation Schedule, and 7 Training sessions with outlines that reduced onboarding time by 20% and increased new hire productivity, resulting in improved customer satisfaction due to reduced new hire ramp up periods • Streamlined 6 Customer Lifecycle SOPs, 4 Master Customer Lifecycle Journey Slide Deck Templates, 5 Operational SOPs for the CS Department boosting department efficiency by 25% and ensuring consistent customer experience• Created the 'Welcome to CS' Customer Packet, resulting in a 30% increase in customer engagement and improved overall customer experience• Drove 3 growth initiatives, resulting in a 25% expansion of the customer success department and improved customer retention rates

Chicago, Illinois, United States

• Managing 150+ Accounts in book of business while maintaining a 2-hour response time average, providing product updates, assisting with case escalations, and facilitating internal triage • 75+ with dedicated “proactive” outreach & cadences: Intro Calls, Check-Ins, Alignment Calls, Success Plans, SBRs• Improved retention rates through the successful conversion of multiple Red accounts to Green within 1 year, resulting in 5-year renewals and strengthened customer relationships• Delivered consistent 4.93 CSAT Average, driving positive customer sentiment and loyalty, resulting in improved customer lifetime value and referrals, fostering strong customer advocacy and satisfaction, and contributing to higher customer retention and revenue growth• Collaborating with all departments: Marketing - Win Stories/Case Studies; Sales - Upsells/Cross-Sells; Finance - Renewals; Support - Escalations/Customer Profiles; Product - Enhancement Requests/Roadmap Updates; Engineering - Bug Tracking• Further strengthening Time & Project Management skills by tracking hundreds of customers through the various stages of the customer lifecycle, ensuring a customer's unique and individual timeline goals are met, considering renewal budget requirements, negotiating concessions and mutually beneficial expansions• Attended several conferences to further develop strategic relationships through in person experiences and gain valuable insight into expansion opportunities

Chicago, Illinois, United States

• Executes new customer implementation by leading the customer through the onboarding process from start to finish• Managing a portfolio of roughly 250 accounts (and growing)• Consistently managing an onboarding queue averaging 25-35 customers• Quickly became management's “go-to” for onboarding high tier/VIP/enterprise accounts• Annual churn rate of less than 3%• Hosts weekly training webinars in addition to tailored 1:1 trainings, ensuring continued education for my clients and their new-hires• Pro-actively involved in additional projects falling outside of normal project management role expectations; The launch of customer incentive programs, creating SOPs, developing training materials, efficiency improvements• Consistently takes initiative to suggest SOP adjustments to further increase efficiency and optimize time management; Most suggestions have been implemented by management across the team• On-site customer visits to answer product questions and further train staff• Manage the handover process from implementation to customer support• Monitors customer success; identifies any at-risk customers and evaluate to find a resolution• Successfully provides solutions to customer software limitation objections• Assigned to multiple new hires as a mentor by management through Tock's Peer Buddy program• Fluent in JIRA, Calendly, Dropbox, G-Suite and Salesforce

Chicago, Illinois

• Named key account manager of Third Party booking account (comprised of 15 sub accounts) and within 6 months produced $200k in sales vs the $12k in sales the hotel booked in previous 4 years• Exceeded 2019 Q2 and Q3 sleeping rooms and catering sales goals with 104% (Q2) and 108% (Q3) overall production• Developed strong expertise in the Salesforce Delphi.fdc operating system• Expanded contract negotiation skills• Utilized hotel's $45 million renovation to convert detractors into promoters• Managed and delegated Sales Coordinator’s responsibilities regarding assistance with lead assignment and site tours• Exercised managerial experience through several monthly M.O.D. Shifts by interacting with guests, walking all hotel space to ensure cleanliness and standards are met and exceeded, and delegating any necessary upkeep tasks to the appropriate departments• Successfully implemented "Get to Know You" forms in an effort to genuinely get to know my clients and show we care about what is important to them• Utilized information from “Get to Know You” forms during site visits to personalize each site for each individual client resulting in an 80% site conversion rate last year• Active volunteer with the Ronald McDonald House through the company 'Travel With Purpose' program

Chicago, Illinois

• Promoted to lead server within 4 months of employment - Additional responsibilities include training new hires, executing private dining events, and closing the restaurant• Managed and delegated other server’s side work and responsible for making sure their tasks were performed to satisfactory completion before signing them out of their shift• Leadership and accountability qualities exhibited through training new hires and maintaining an approachable demeanor for coworkers to feel they can come to me for help as a shift leader• Consistently top in food and beverage sales on a nightly basis

Chicago, Illinois

• Exceeded $180,000 quarterly sales goal during my first quarter with Kinzie Hotel• Cultivated several relationships with nearby vendors in order to secure their referral business in the social market• Reconstructed the catering program to ensure efficiency and accuracy• Set up comp set site visits in order to keep up with the competition and know how The Kinzie Hotel measures up to other hotels in the nearby market• Learning and executing the roles of the Catering Manager, Sales Coordinator and Events Coordinator further showcasing my commitment to excel and assist in a team environment

San Diego, California

• Holding a leadership role as a consistent shift captain and trainer• Oversaw server side work and responsibilities through its completion in order to sign them out to leave for the night• Contributed to the opening of Juniper and Ivy• Consistently learned a menu that is updated daily while still advancing wine & cocktail knowledge• Entrusted to successfully execute several Private Dining Events from start to finish• Vastly expanded wine knowledge while obtaining level 1 Sommelier Certification

Chicago, Illinois

• Entrusted with many leadership responsibilities, including training new cocktail waitresses and creating the expected nightly and weekly opening and closing side work agendas• Vastly improved wine, beer and cocktail knowledge with continual training and service• Efficiently served upscale food and alcohol to a variety of clientele - from families and business travelers to celebrities andprofessional athletes, with the same level of respect and professionalism

Chicago, Illinois

• Became the go-to efficiency expert holding weekly meetings with the CFO to discuss how to move the company in more efficient directions• Utilized leadership responsibilities by overseeing daily broker projects and ensuring deadlines were met• Received an 18% raise and 9% bonus within my first year at Daniels Trading• Maintained the company website using html coding• Learned the functionalities of the CRM in its entirety

Chicago, Illinois

Cubby BearMay 2007 - May 2008• Served food and alcohol efficiently in sections with as many as 11 tables• Averaged $2,000-$3,000 when at beer tubs & averaged $1,000 when selling shots• Top nights included sales around $5,000• Cocktailed on weekend nights and served during Cubs home games• Trained new employees in their development at Cubby BearThe Sports Corner Bar & GrillMay 2008 – Oct 2008• Consistently top in sales behind the bar during busy Cubs game shifts• Made and served a variety of beers, cocktails, and shots in large numbers• Set up and broke down bar when opening and closing• Consistent accuracy in cash handlingVines On ClarkApr 2009 – Nov 2009• Served numerous patrons during busy cubs home game shifts and busy specials nights• Performed a majority of the opening and closing duties while working in a team setting• Demonstrated teamwork through addt’l pre-bussing, refilling beverages, greeting customers, etc.The Cubby Bear Lounge ChicagoNov 2009 – Mar 2010• Served food and alcohol efficiently in sections with as many as 11 tables• Averaged $2,000-$3,000 when at beer tubs & averaged $1,000 when selling shots• Top nights included sales around $5,000• Cocktailed on weekend nights and served during Cubs home games• Trained new employees in their development at Cubby BearThe Sports Corner Bar & GrillMar 2010 – Aug 2011• Consistently top in sales behind the bar during busy Cubs game shifts• Made and served a variety of beers, cocktails, and shots in large numbers• Set up and broke down bar when opening and closing• Consistent accuracy in cash handling

Chicago, Illinois

• Served food and alcohol to a variety of clientele - from families to celebrities with the samelevel of respect and professionalism• Gained wine knowledge and learned the components of more complicated beverages

Chicago, Illinois

• Researched and developed itineraries, vouchers, customs information, and other useful information to aid clients throughout their travels• Assisted with numerous roles in event coordination; Aided in the planning and execution of charity & networking events while contacting international vendors for donations & incentives to aid in fundraising• Created and sold customized luxury vacation itineraries to multiple international destinations tailoring itineraries to meet specific client interests• Consistently exceeded $40,000 sales goal each month• Responsible for the company's media content through various outlets; particularly through Flickr, personal travel blog experience,weekly eBlasts, flyer creation, and distribution• Composed monthly newsletter to prospective, current, and previous clients• Maintained company finances, sales, and invoices through the use of QuickBooks

Bloomington/Normal, Illinois Area

• Served food and alcohol efficiently in sections with as many as 13 tables• Set up and closed down Pub II by cleaning and stocking• Serve food and beverages to customers at busiest local college bar• Socialized and interacted with several different groups of people

Bachelor'S Degree, Mass Communication

Activities and Societies: TV-10 NewsMinors in Public Relations and Sociology

Certified Associate, Adventurer

https://trailblazer.me/id/jnowak63