Jessica Smith Email & Phone Number

Boston, Massachusetts, Us

Returned to the Zipcar Philadelphia market at their request to manage the underperforming Philadelphia market, resolving performance challenges and implementing strategic improvements

As a self-employed Project Manager, I have spearheaded a diverse range of short and long-term projects, leveraging my expertise in project management, consulting, and process optimization while concurrently pursuing my Bachelor of Science in Business Administration, Management.

Boston, Massachusetts, Us

As Program Manager for our Operations team, I am leading the transition of our operations from our legacy system to a new and in-development, company-wide enterprise platform. Operations for Zipcar is a complex business comprised of numerous teams working to meet our member needs.In this role I work closely with Product Managers to ensure business needs and requirements have been discovered and scoped for each phase of the implementation and across all domains. As scope is defined I build our migration play book for each market's transition to the new platform including timelines, training plans, and migration execution strategy.To manage such massive change for our team, I developed a "Roadshow" to introduce our field team members to the new platform. Not only did our team get a sneak peek at what we're working on but we gathered feedback and ran workshops to ensure we're building the right tools the right way the first time. The best ideas come from the ones who use the tools the most - our field team!As we develop new features and tools, I'm responsible for making sure our team is in the know - from updating our stakeholders and leadership team to creating and updating training materials and documents. From requirement gathering and reviewing job stories to training and executing a market migration on our new platform, I'm constantly on the move making our transition to our new system a success!Key Highlights:- Presented Roadshow in 12 markets to over 200 participants and via webcast for over 70 garnering over 250 pieces of unique feedback from end users on development of new platform- Successfully transitioned 24 markets , over 200 employees, and over 20,000 assets, and records from legacy system to new operating platform with minimal operational impact amid ongoing system development- Maintained key business metrics during market migration and transition to new operating platform

Boston, Massachusetts, Us

Zipcar is the world's largest car sharing company and provides an alternative to traditional vehicle ownership and the car rental experience.As General Manager for the Philadelphia Zipcar market my team and I have the opportunity to improve the lives of Philly residents and the urban landscape everyday! I am responsible for ensuring member satisfaction, the market's successful performance to goals, and pretty much every other aspect of running the local market.As GM, I spend a lot of time reviewing our member satisfaction scores (and am constantly thinking of new ways to surprise our members with world class service), our KPIs such as vehicle condition, reservation performance, and locations performance, (there's always something we can do better!) and finding new ways to achieve our financial goals by digging in and assessing spend management on our budget and P&L (vendor management goes a long way!).I have a great team of fleet, marketing, sales and customer service professionals who support and drive the market's goals every single day. One of my favorite things is working with my team to identify where we have opportunities and putting together action plans to achieve our goals.A few highlights:-Reduced offline, out of service vehicles by 55% by aligning employees, vendors and prioritizing service efforts.-Identified cost savings of $150k+ through vendor assessment and realignment.-Increased member satisfaction via Net Promoter Score (NPS) member surveys by 2% within first 60 days.

Boston, Massachusetts, Us

With over 7500 Zipcars across 9 markets and dozens of university campuses in the eastern region, as Fleet and Supply Chain Manager - East, I was responsible for ensuring my field team had the tools, resources, training and support they needed to tackle our short and long term goals.In this role I was a builder of relationships, a slayer of roadblocks (pun intended!), and a champion for operational efficiency. In my 9 local market regions I supported 12 Fleet Operations Managers, 60+ fleet support staff (coordinators and associates), and Zipcar activities at 20+ supply chain centers.One of the best parts of this job was creating training materials, SOPs, and development plans with and for the local market teams. Never one to give up at just good enough some of our processes went through multiple iterations to hone and refine our business operations. And how awesome is it to build on an idea from one of our field team members and roll it out to the entire organization?! A few highlights:-Created and refined dozens of SOPs and metric reporting for fleet operations and supply chain resulting in standardized operations, increased performance consistency, and improved member experience.-Reduced offline, out of service vehicles across North America by 1.3% basis points-Trained and developed Fleet Operations Managers with a 90%+ retention rate.

Boston, Massachusetts, Us

Responsible for all aspects of the Philadelphia region Zipcar fleet including fleet vehicles, parking locations, and daily operations including nearly 500 vehicles in 400 parking locations through Philadelphia and surrounding areas including Atlantic City, South Jersey, Wilmington, and Philadelphia area university locations.A few highlights:- Created a vendor scorecard for measuring vendor performance to contractual SLAs resulting in improved vendor performance, communication, and customer experience- Supported market growth resulting in a nearly 50% increase in fleet size needs while maintaining the customer experience and controlling costs.

Wayne, Pa, Us

Responsible for a fleet of over 2,500 railcars including maintaining a balanced pipeline for seven plants located both domestically and internationally while ensuring minimal demurrage costs, maximum utilization and optimal performance through pro-active monitoring, action planning and flawless execution.Managed and oversaw multiple rail storage locations along with the movements to and from these sites, tracked rail storage related expenses and made recommendations for expense reduction, review abnormal rail movements, and oversaw destination throughput issues including rail congestion and embargoes.A few highlights:- Created an efficient and effective transportation network across the US, Canada, and northern Mexico utilizing rail, trucking and other logistics partners- Coordinated and oversaw first frac sand unit train in the industry setting a standard for other operations to follow- Developed reporting and SOPs for local and corporate employees resulting in less demurrage, lower storage costs, and increased delivery accuracy and problem resolution- Worked with developers and senior management to create and build operational requirements in an in-house developed ERP system

Des Moines, Iowa, Us

Worked directly with clients to create solutions for their individual financial needs in a fast paced, highly regulated atmosphere. Provided assistance on various topics pertaining to employer sponsored retirement plans and resolutions to complaints while maintaining world class customer service. Ensured clients remained in compliance with various state and federal regulations.

Global, Us

Assisted guests with reservations, check-in and check-out.Provided world class customer service and guest problem resolution. Supported hotel event planning and blackout dates due to local events.Performed light auditing and bookkeeping.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Education record

Continuing Ed - Apics Cscp