Laurel Jones Email & Phone Number

Springfield, Massachusetts Metropolitan Area

• Leverage program data to prepare high-quality, timely reporting and presentation materials that provide valuable insights for executive and senior leadership on program progress, risks, value leakage and opportunities to create new value. • Responsible for providing ad-hoc data analysis and creating visualizations to help inform strategic discussion and decision-making as the program develops, shifts in strategy arise and environments change. • Provide expertise and guidance for a third-party software used across the organization to track and measure initiative progress. Continuously evaluate stakeholder needs and manage user stories with the vendor in an agile model to ensure quality improvements are made to user experience and data analysis capabilities. • Develop strategic program roadmap and lead execution of projects aimed at optimizing the SP&D program, with a focus on improvements to data analysis capabilities, program health and strengthening our engagement across the organization. • Facilitate and support bottom-up planning processes from ideation, stakeholder reviews and resource sequencing to advance new ideas into full-fledged initiatives that will support the execution of MassMutual’s strategic goals. • Partner with Workstream leadership for the MassMutual Financial Advisors, Product and Advisor360 workstreams to provide valuable data insights and guidance for Initiative Owners on development and execution of initiatives.

Springfield, Massachusetts Area

• Support Advisor360 PMO leadership with administrative planning and prioritization. • Create weekly status reports to communicate A360 program health, accomplishments, and project risks for leadership and key stakeholders. • Log and manage risk mitigation for the A360 PMO and to ensure timely follow through and resolution.• Analyze and maintain Delivery Governance Plan documentation to guarantee program audit preparedness. • Gather, analyze, and document business requirements for legacy MS Access database upgrades.

Amherst, Ma

Austin, Texas Area

• Created and managed training and employee development programs, coordinated trainers domestically and internationally, and led process improvement projects for a leading international provider of in-store media products and services. • Directed all training initiatives to ensure a smooth Oracle E-Business Suite implementation for 140 employees in 2014. Resulted in a successful integration. • Launched a Quality Assurance program and hired Quality Assurance Specialists to evaluate client experiences, analyze areas of success and potential improvement, and provide valuable and useful employee feedback. • Spearheaded operational improvement projects in role as Business Process Owner, which has led to verifiable increases in efficiency and greatly improved client experiences. • Developed training processes for large-scale expansion of contact center operations in one of Mood Media’s European offices.

Austin, Texas Area

• Led a team of 22 Premier Service Managers who are responsible for managing operational relationships between Mood Media and corporate headquarters of high profile, national accounts. • Advised and assisted team members with successful completion of large-scale projects, new product roll outs, client escalations and training. • Contributed to improvement of internal procedures. • Created and maintained process documentation.

Austin, Texas Area

• Managed the relationships between Mood Media and corporate headquarters of large, national retail and hospitality industry accounts. • Effectively communicated and managed client expectations. • Provided support to sales team in order to retain and expand client relationships.

• Supervised day-to-day business activities of 25 technical and client support agents. • Analyzed agent performance using contact center metrics and call evaluation, then provided individual feedback. • Broadened training program and trained new employees.

Austin, Texas Area

• Selected as first member of a newly developed team managing client requests for DMX’s most high profile clients. • Chosen to work and lead on special projects during initial Oracle E-Business Suite integration.

Master Of Business Administration, Business Analytics

Activities and Societies: VP, National Association of Women MBAs, UMass Chapter

B.A., French And Quebec Studies