Seasoned Business Operations and Project Management Leader

JODI PAULEN

+1-201-***-**** • ********@*****.*** • linkedin.com/in/jodi-paulen

BUSINESS OPERATIONS PROJECT MANAGEMENT CLIENT SERVICES Seasoned operations professional with vast experience collaborating with senior and C-level executives, leading high- performance teams, managing ad hoc projects, resolving complex challenges, and creating a customer centric culture with a focus on delivering sustained business results. Recognized as a highly organized self-starter who can effectively multi-task with high attention to detail and accuracy. Leverages strong communication skills and a proactive mindset to work autonomously in a fast-paced environment thriving under pressure. Core competencies include: Business Operations Management Project Management Client Services C-Level Support Strategic Transformation & Execution Process & Productivity Improvements Vendor Management Client Relationship Management Team Mentorship & Training Budget & Cost Management PROFESSIONAL EXPERIENCE

STERN INVESTOR RELATIONS (A PRECISION MEDICINE GROUP COMPANY), New York, NY Director of Business Operations 10/2019 – Present

Leader, manager, and mentor in support of day-to-day business operations for a 50-person cross functional client experience agency team.

• Partner to Senior Leadership team in advising, aligning, and executing strategic business objectives.

• Strategic liaison to corporate partners (IT, HR, Finance) and external stakeholders to optimize processes around organizational and cross-functional initiatives, including service delivery, compliance, risk assessment, and project management oversight.

• Improve operational efficiencies by analyzing KPIs and collaborating with key stakeholders to drive actionable results, contributing to a 15% year over year business growth and success.

• Increase client deliverable productivity by 25% through successful vendor selection, business requirement development, design, implementation, and end user training of a customized CRM product solution.

• Collaborate with Finance to forecast, plan, analyze, and manage expenses and capital expenditures to meet budget objectives.

• Lead lifecycle of assigned projects, including creation and maintenance of project plans, oversight of resources, budget creation and tracking, communication of project status, risk assessment, change management, and end user implementation and training.

• Manage workforce planning and talent acquisition efforts across all levels of the organization, leading to a more robust skilled candidate pool.

• Develop and refine new hire onboarding training programs, increasing time to job readiness by upwards of 30%.

• Lead coordination of educational and engagement programs, resulting in a 25% increase in employee retention and professional development opportunities.

• Plan and organize events, fostering a positive team culture and enhancing employee engagement and collaboration.

ADVISORS CAPITAL MANAGEMENT, Ridgewood, NJ

Client Services Manager 7/2015 – 3/2019

Managed associates in the day-to-day business operations of over 400 families of investors totaling $750 million under management.

• Responsible for onboarding new client accounts, processing of client requests, aggregating data for financial reports, and resolution of client inquiries.

• Streamlined the onboarding process for new advisors through reducing integration time by 25%. Jodi Paulen Page 2

• Collaborated with internal stakeholders to develop and implement a new client onboarding system, including automated workflows, resulting in increased efficiencies and improved client satisfaction and retention rates.

• Enhanced staff competency in proprietary processes, procedures, and systems resulting in 40% reduction of errors in client account management and servicing.

• Supported marketing efforts for new business development, increasing sales pipeline by 20%.

• Planned and organized client events in support of client retention and new business opportunities. FOCUS PARTNERS, Paramus, NJ

Program Manager 3/2012 – 7/2015

Identified key topics for financial advisory practice management engagements and matched internal resources with clients according to project objectives.

• Managed all program phases as primary client liaison, leading to streamlined communications and increased efficiencies.

• Resolved 95% of client escalations within 24 hours, improving overall customer satisfaction and retention rates.

• Ensured 100% on time delivery of all contracted services and deliverables.

• Facilitated weekly status meetings with coaches to create aggregated reports shared with senior management.

• Enhanced productivity by providing easy access to a centralized library of resources, tools and templates used by internal resources in support of engagements.

JERSEY CHEMICALS, Paterson, NJ

Business Operations Manager 5/2008 – 8/2011

• Guided the development, coordination, and execution of long-range business growth strategies, resulting in the launch of a second retail location which increased revenue by 20%.

• Managed the implementation of an updated accounting software system across businesses, resulting in a 30% reduction of outside accounting fees.

• Worked along-side President to develop content for website and social media presence.

• Instituted standardized operating procedures and updated employee manuals.

• Supervised the hiring and training of new personnel. ADDITIONAL PROFESSIONAL EXPERIENCE

GETPAID SOFTWARE, Product Manager

Developed business requirements to enhance accounts receivable management software based on client feedback and industry best practice.

ALIGN COMMUNICATIONS, Project Manager

Complete project management of IT solution projects to mitigate risk, streamline processes and optimize business intelligence.

EDUCATION & CERTIFICATIONS

Bachelor of Business Administration (BBA), University of Wisconsin, Madison, WI Project Management Professional Certification (PMP): in process TECHNICAL EXPERTISE

MS Office Suite, MS Project, MS Powerpoint, Sharepoint, Smart Sheets, MS Visio, Customer Relationship Management Systems (ZOHO, Salesforce, Redtail), E-Mail Marketing Platforms (Constant Contact, Mail Chimp), Financial Institutional Websites (Fidelity, TD Bank, Schwab), QuickBooks, Zoom, MS Teams, QuickBooks, Slack, WordPress, Zendesk

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