Office Manager Success

Jessica Leigh Fisher

**** **** **. *************, ** 21035

P 410-***-**** *********@*****.***

Profile

Dedicated and results driven office manager with experience streamlining office operations, enhancing productivity and optimizing administrative processes. Proven track record of implementing efficient systems and managing diverse tasks to support organizational objectives. Skilled at fostering a positive work environment and ensuring seamless communication across teams.

Experience

Client Success Manager 12.2024– Present

Complex Care Solutions

● Serves as the primary point of contact for key accounts, understanding each customer’s unique needs, goals, and challenges and ensuring they can succeed with the product or service;

● Ensures that clients receive the complete value of a company’s products and services, fostering long-term relationships and driving customer satisfaction;

● Works to manage accounts and expand them, identifying upsell opportunities, and ensuring customers take full advantage of all offerings. Works cross-functionally with sales, product development, and marketing teams to effectively drive results and solve customer problems;

● Serves as the bridge between the client and the company, proactively identifying potential challenges before they arise, offering solutions, and providing continual support. Office Manager, The Office of School Counseling 1.2021 – 12.2024 Anne Arundel County Public Schools Annapolis, Maryland

● Assist The Coordinators and Specialists of the Office of School Counseling by answering phones, calendar management, and assisting all Professional School Counselors working in Anne Arundel County Public Schools with varying requests;

● Perform budget management tasks. Manage invoice process with Diploma Vendor for all graduating High School seniors, Purchase Materials of Instruction for all Anne Arundel County Schools, Register Counselors for Professional Development opportunities, Work with large granted budget to create a new position within High Schools for College and Career Advisors;

● Work in various systems to assist in research regarding student/family issues (Power School), Create professional development content for School Counselors (Unified Talent), Create Requisitions and Purchase documents for large supply orders (Financial Advantage) Program Manager, Customer Success 8.2021 – 11.2021 Inovalon (Formally MedAssurant, Inc.) Bowie, Maryland

● Responsible for the success of the portfolio of projects for assigned customers. Working closely with the customer, the Customer Success Organization, and cross-functional teams to define project success; Support in the creation of win-loss analysis;

● Clarify the deliverables, required resources, work plan, and schedule required to meet customer expectations, and hold the broader team of Inovalon resources accountable;

● Participated in the resource planning effort for their assigned customers;

● Looked for opportunities to mentor teammates, both formal and informal, to ensure an ever-increasing level of expertise on the team;

● Aligned to the Client Success Manager on broader account initiatives to ensure customer satisfaction. This will include activities such as assisting the CSM in preparation for the Quarterly Business Review for each shared customer and participating in account planning;

● Worked to identify opportunities to improve how we work as an organization. Working with the PMO Leader, the Program Manager will lead Continuous Improvement efforts that provide measurable impact to the Customer Success Organization, while developing expertise in various improvement methodologies.

Manager, Product Management 3.2021 – 8.2021

Inovalon (Formally MedAssurant, Inc.) Bowie, Maryland

● Conducted market research activities to determine and validate requirements by conducting client and potential client interviews;

● Collaborated with marketing team to deliver positioning documents, marketing plan, and other market related activities;

● Performed competitive analysis and maintain expert-level knowledge of competitive landscape for the product;

● Assisted leadership in the development of product strategy and roadmap;

● Performed and organize internal product training for sales, client services, and solution engineer teams;

● Coordinated with technology and other groups to create release notes and other client-facing communications related to product releases;

Manager, Product Execution 12.2017 – 3.2021

Inovalon (Formally MedAssurant, Inc.) Bowie, Maryland

● Presented planned business offerings, programs, and processes to business stakeholders

● Actively participated and vetted new strategic or client initiatives for alignment with business objectives.

● Captured and integrated business needs from multiple sources (both internal and external), to provide clarity about requirements to be met, and clearly communicated them to business and technology audiences.

● Identified and addressed roadblocks across departments to minimize deliverable delays and work stoppage.

Senior Product Analyst 7.2015 – 12.2017

Inovalon (Formally MedAssurant, Inc.) Bowie, Maryland

● Collaborated with level-2 support, client services, IT and other applicable teams to research complicated cases pertaining to ePASS®.

● Reviewed and communicated with the IT department adjustments to requirements, specifications, and business processes.

● Evaluated client opportunities and requests against resources and product roadmaps to ensure consistency with strategic vision; and

● Performed analysis and problem-solving activities on identified program issues to determine options and solutions.

Business Analyst 6.2012 – 7.2015

Inovalon (Formally MedAssurant, Inc.) Bowie, Maryland

● Participated in projects related to product and software development.

● Participated in KJ sessions, project planning activities, document project plans and adhered to timelines.

● Accessed SQL databases to fetch data, create procedures, and create ad-hoc reports.

● Reviewed and communicated with the IT department any adjustments to requirements, specifications, and business processes to implement test plans Product Marketing Specialist 10.2011 – 6.2012

Inovalon (Formally MedAssurant, Inc.) Bowie, Maryland

● Developed client facing presentations to position corporate and product capabilities to gain new clients and upsell existing clients.

● Responsible for supporting the various business development activities while adhering to strict deadlines, consisting; ensuring the quality and accuracy of all printed materials such as client facing presentations, Requests for Proposals (RFPs), press releases, and the like;

● Performed competitive intelligence and market research

● Supported the generation, content creation, and final submission of responses to Requests for Proposals

(RFP) and Requests for lnformation (RFI)

Executive Assistant, Sales and Marketing 10.2008 – 10.2011 MedAssurant, Inc. Bowie, Maryland

● Supported Corporate Level Executive management team through document management and creation,

(construction, manipulation, preparation, editing, assembly, etc.), communications (phone, facsimile, written, e-mail, and otherwise), travel arrangements, and other such support.

● Facilitated smooth workflow by prioritizing conflicting priorities, leveraging, and balancing executive(s) and manager(s) time, and providing both technical and administrative support

● Acted as executive liaison with internal and external clients and contacts, serving as the direct point of contact

● Maintained executive corporate calendars and schedule to ensure a smooth flow of activities and efficient use of time

Receptionist 03.2008 – 10.2008

MedAssurant, Inc. Bowie, Maryland

● Answered multi line telephone and routed calls promptly and accurately

● Served as initial point of contact for all visitors, charged with filling out security paperwork to obtain visitor badge, notified person(s) being visited, and escorted visitor to appropriate location(s)

● Opened and prioritized incoming mail, routing appropriately and ensuring delivering of time sensitive materials

● Forwarded all incoming faxes to the correct department, including remote field locations Education

Anne Arundel Community College Arnold, MD

● Associate of Arts (A.A.)

Other

● MOS Certified – PowerPoint

● Certificate of completion - Introduction to SQL

● Pragmatic Institute – Foundations of Product Management Certified

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