Vanessa Jackson3625 East 146th St., Cleveland, OH 44120  404.308.0700vanessajackson21@gmail.com www.linkedin.com/in/vanessainatlanta7

Project Manager and Business Analyst ProfessionalTen years of experience in business analysis, project management and client relationship management; solid analytical, problem- solving and decision-making skills; strong oral and written communications skills; technical proficiency of system conversion processes and methodologies; successfully managed projects from wireless billing system conversions to event planning for a capital campaign fund raiser. Award-winning, team-building skills including the ability to influence, negotiate, plan, communicate, make decisions, manage risk, and drive highly complex, cross-functional and enterprise-wide programs.

PROFESSIONAL EXPERIENCE

Not-for Profit Program Coordination- Cleveland, OH 2013-Present One Health Organization Member Benefits Program Coordinator Present

Promote and expand the One Health Family Member programs

Provide effective customer support and service to clients Mentor Up-Magic Johnson Community Empowerment Center-University Settlement 2014

Coordinated work assignments, set priorities and directed the workload of the Digital Mentors at multiple sites.

Identified Digital Mentors development and training needs and delivered required training

Analyzed program data and prepared monthly and project reports Administrative Program Associate-Greater Cleveland Community Shares 2013-2014

Administrative and program duties as assigned by Community Shares staff with operations, campaign management and membership development responsibilities

Retail Sales AssociateTalbots – Stamford, CT 2012- 2013 Provided exceptional customer service in a specialty retail environment. Exceeded assigned sales targets by 25-40% Provided wardrobe consultation for clients through Personal Style Appointments Visual merchandising responsibilities.

Business Analyst & Project ManagerIndependent Contractor - Atlanta, GA & Stamford, CT 2009 – 2012 Administrative, clerical, bookkeeping and social network development and event planning responsibilities for a variety of clients in

the small business and not-for-profit arena Created an on-line giving campaign for a foundation. Campaign exceeded matching goal. Raised $43,000 Designed additional fundraising opportunities for a senior citizen day program .Increased revenue 15%.

Client Services RepresentativeIntimacy - Atlanta, GA 2007 – 2009 Provided exceptional customer service in a specialty retail environment Exceeded sales goals in a promotional period-received

recognition award Refined retail inter-store transactions processes. Developed forms for daily store functions. Upgrades improved efficiency and the

quality of customer experience Resolved customer service escalations

Project Manager & Business AnalystIndependent Contractor - Atlanta, GA 2006 – 2007 Disaster recovery and other administrative, clerical, bookkeeping and event planning responsibilities for a variety of clients in the corporate and not-for-profit arena Chaired a centennial events committee for a community organization including community events, fundraising, concerts, and

worship events. Produced music CD. Raised more than $75,000 for building renovation. Assistant Stage Manager: Unsung Civil Rights Leaders Forum for the Martin Luther King Weekend celebration at the Martin

Luther King Center for Nonviolent Social Change, Atlanta, GA 2007. Facilitated a training program on compassionate care for a community organization resulting in five certified trained

congregational care associates.

Business Analyst & Project ManagerEarthLink - Atlanta, GA 2004 – 2006 Created plans for customer facing systems Conducted drills, created documentation Maintained SOX compliant Disaster Recovery Program Acted as Disaster Recovery Coordinator during drills and events Served on Disaster Recovery Council

Project Manager & Business AnalystIndependent Contractor - Atlanta, GA 2001-2003Business analysis, project management, disaster recovery and other administrative, clerical, bookkeeping and event planning responsibilities for a variety of clients in the corporate and not-for-profit arena. Created a database of newsletter contacts, affiliates and clients for a life coach. Increased marketing efficiencies 40% Interim director of a senior citizens day program. Increased program attendance by 20%

Senior Technical AnalystVerizon Wireless - Atlanta, GA & Walnut Creek, CA 1995-2001Business analyst & project manager at a regional and enterprise level. Business Process re-engineering, billing system conversion and billing system convergence leader. Member of a steering committee including C suite team members Responsible for 85% reduction of customer billing errors. Managed two to four ongoing medium to large projects with total investment of up to $90 million including requirements, scope,

risks and quality Created quality assurance metrics for technical fraud account investigations department Reduced cycle times by more than 50%

on confirmed fraud cases. Team won second place in the Team Excellence competition

EDUCATION

IT Service and Support, National STEM Program, Cuyahoga Community College (Expected Graduation March 2015) Dean’s List, Marymount College of Fordham University, Tarrytown, NY Major: Training & Development (Senior-Level Credits) Certificate: International Customer Service Association-Customer Service Professional Certificate: Typing institute of America- Proficient Typist: #Certificate 1/169726; Advanced 10 Key: #Certificate 1/69726

CIVIC LEADERSHIP AND COMMUNITY ENGAGEMENT

Board Leadership: St. Paul Golden Age Center- 501C3 Senior Adult Day Program- Atlanta, GA, Supervisory Committee, Grant Park - S.A.N.D. Federal Credit Union - Atlanta GA ,Centennial Events Committee St. Paul UMC- Atlanta GA

Board Service: - YWCA - Stamford CT, Hilti Employees Federal Credit Union-Tulsa, OK, Grant Park - S.A.N.D. Federal Credit Union - Atlanta GA

Volunteer – Resource Investment-United Way - Tulsa OK & Atlanta GA, Volunteer - Ingenuity Cleveland – Cleveland, OH