Operations Management Executive

KEISHA JONES

646-***-**** *************@*****.*** Brooklyn, NY

OPERATIONS MANAGEMENT EXECUTIVE

Results-driven, consultative, client centric project and strategic global leader adept at helping companies improve operational efficiency, communicate more effectively, create business processes through research, and increase customer engagement. Demonstrated organizational, critical thinking, and revenue increasing expertise in E2E management consulting, project implementation, creating standard operating procedures, streamlining work streams, documenting best practices, and product management. Proven experience executing channels of strategic communication while creating synergy across matrix organizations, implementing and scaling strategic project initiatives, and creating methods to improve the process of tracking progress, analyzing data reporting, and enhancing the end-user experience, leading to an increase in client satisfaction and success.

• Adept in critical problem solving and prioritizing initiatives and projects based on their impact to the organization, resource requirements and cost restraints.

• Professional reputation for successfully delivering organizational change management to obtain results for programs and initiatives, focusing on risk management, revenue goal attainment, and stakeholder success.

• Excellent verbal, interpersonal and written communication skills, strong ability to facilitate communication between technical and business stakeholders.

• Experience executing business strategy activities inclusive of leadership, operations management, process improvement and organizational strategy.

• Adept ability to make confidential, sound decisions independently, and with discretion, taking complete accountability to project outcomes.

• Technical Skills: MS Office Suite (Excel, Word, Outlook), Atlassian (Jira, Confluence) AREAS OF EXPERTISE

Client Relationship Management, Customer Service, Strategic Communication, Account Management, Project Management, Vendor Management, Business Strategy, Operations Management, Service Management, Training & Development, Product Management, Strategic Planning, Management Consulting, Service Delivery, Client Relations PROFESSIONAL EXPERIENCE

ASSISTANT VP- GLOBAL OPERATIONS MANAGER

SOTHEBY’S 2015-PRESENT

Developed strategies to create, determine and deploy delivery mechanisms to enable scale and growth while enabling plans and strategic initiatives that create opportunities for teams to learn new product features, consulting techniques, and service delivery methodologies. Managed cross-functional technical and product teams towards the “Digital First” strategic project vision resulting in effective client support, increased client payments transactions, and improved platform stability procedures in all organizational auctions and events worldwide.

• Define and deliver operational policies for new product offerings and new initiatives to the Product & Technology division by presenting relevant data and continuously communicating with stakeholders resulting in higher customer engagement and end- user success.

• Synthesize information from multiple data sources into clear evaluations to create recommended actions while developing ten new workflows and streamlined support chains for over nine global locations for post-sale services, marketing, and client services.

• Communicate with leadership teams as the trusted advisor on a weekly basis in strategy meetings with a focus on providing comprehensive, top tier service to end-users.

• Partnered with stakeholders, vendors, and development teams to comprehensively manage the product evolution with supporting administrative projects for the ever-evolving platform. Key Highlight:

As Senior Product Manager, accelerated online registrants by 23% in less than a year, and increased sales of all online lots by 14% while owning the real-time video and bidding platform that served Live auctions on three different sites including Sothebys.com, Invaluable Marketplace and eBay worldwide.

MANAGEMENT CONSULTANT

COGNIZANT TECHNOLOGY SOLUTIONS 2014-2015

Identified opportunities for efficiencies in work processes and innovative approaches to completing scope of work. Participated in team problem solving efforts while offering solutions to solve critical client issues. Served a strategic counsel to Fortune 500 media and entertainment companies, utilizing best practices to project retention, customer satisfaction, and billable resource renewals to meet and exceed organizational targets.

• Directed implementation initiatives, supporting business development efforts, and serving as the digital campaign subject matter expert, bridging the gap between linear and digital services for clients.

• Responded to RFP announcements, utilized presentation skills to pitch project proposals, achieving delivery and timing milestones to meet budgetary limits for resources and contractual objectives, while strategically communicating with the client.

• Gathered, documented, and modeled data to assess business trends, restructured procedures through coordination with the decision-makers to create and execute projects that benefited internal and external clients. IMPLEMENTATION MANAGER

FIVIA INC./WIDE ORBIT 2012-2014

Actively managed integration and operational deliverables across multiple implementations, consulting with clients to deliver optimal solutions while serving as SME for both internal and external client teams. Managed the system platform implementation project timeline for TV networks, online content providers, travel, and magazine clients throughout the lifecycle from contract signing to project driving and educational training.

• Mastered a functional and deployable understanding of a highly configurable management solution while successfully multitasking the daily status calls and project advisor activities with project, engineering, and account management teams, as well as internal and external stakeholders.

• Executed versatility in balancing multiple implementations of the Order Management System for large and small clients and as in-house representation to provide dedicated troubleshooting, project deliverables execution, communication updates, educational assistance, and general improvement consulting for mission-critical initiatives. DIGITAL AD OPERATIONS SPECIALIST

A&E TV NETWORKS 2010-2012

Executed, managed, and optimized digital marketing campaigns aimed at both branding and response objectives. Accurately configured components of ad campaigns, utilizing effective implementation strategies and best practices.

• Played a pivotal role in campaign delivery for Account Managers, establishing a benchmark for on-time advertising campaign delivery, exceeding quarterly sales targets, and the up-selling on an existing book of business for the division.

• Led a team of over 5 in the trafficking division to create multi-platform campaigns and trafficked house video, and digital ads that appeared on network stations.

• Interfaced regularly with partners, resolved issues, and monitored all live campaigns for proper serving, click through action, and conversion events and initiatives.

RELEVANT PROFESSIONAL EXPERIENCE

Client Service Associate The New York Times Company 2006-2010 CERTIFICATION

Certified Scrum Product Owner (CSPO), Scrum Alliance New York, NY

EDUCATION

Bachelor of Business Administration, Information Systems Management Berkeley College, New York, NY

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