Executive Assistant / Client Management
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Executive Assistant / Client Management

JESSICA M. AROCHO
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EXECUTIVE SUPPORT, CUSTOMER SUCCESS & EVENTS PLANNING (Remote/In-Person)
- Dynamic, client-focused operations professional with a proven history of delivering innovative and effective customer-driven solutions (domestic and international clients included).
- Outstanding multitasking and collaboration skills. Leverage deep technical expertise and business acumen to build and administer technical systems, events, meetings, training, and processes.
- Skilled at working cross-culturally and with International headquarters and subsidiaries.
- Fully bilingual in English and Spanish (Kudos from Editor in Chief of Spanish edition of Glamour en español).
- Kolbe MO 8-7-3-3; Top 5 CliftonStrengths: Connectedness, Communication, Responsibility, Empathy, Individualization.


PROFESSIONAL EXPERIENCE & SELECTED ACHIEVEMENTS

SR. EXECUTIVE ASSISTANT & CLIENT SUCCESS MANAGER (Remote Position)
The Corporate Agent - Boca Raton, FL
(07/2018 – 04/2020)

Recruited by management consulting firm to direct full spectrum of client experience lifecycle. Ensure customer success via leadership in client onboarding, administration, issue resolution, and support; oversee all client programs and accountabilities, including development, monitoring, and calendaring; manage all internal and external communications, including all social media platforms and client reviews; serve as project manager for all KPIs, reporting and process improvement programs; as well as oversee training resource center administration.

- Positioned customer success as a pillar component of the firm’s business model. Partnered internally and externally to elevate the customer journey via solutions-oriented mindset, increasing client retention.
- Strengthened the client onboarding process. Redefined and documented processes, improved training materials and online portal, selected and distributed client gifts, and coordinated the launch of dozens of new client engagements.
- Directed seamless planning and execution of in-person Client Strategy Day retreats. Negotiated terms for and orchestrated end-to-end logistics, venues, services, and schedules for in-person conferences for a global client base. Directly supported CEO on-site.
- Cultivated client community via administration of social media sites. Drove client engagement through curated resources and content as well as timely responses to questions.


EXECUTIVE ASSISTANT & CUSTOMER SERVICE/INSIDE SALES MANAGER
Socomec, Inc. - Cambridge, MA
(04/2009 – 03/2017)

Appointed to support operational client relationships as strategic customer success and service lead in U.S., Canada, and Mexico for major provider of power control and safety technology solutions. Collaborated with France corporate officials and local sales team as voice of the customer, with responsibility for new account setup, onboarding, training, relationship management, order management, returns, issue resolution, and customer experience. Managed vendor relations, systems support, departmental budget, and customer service team.

- Built service framework for region, supporting division growth from inception to $25M. Partnered internally to develop support model, implement key systems, and establish service processes.
- Hired, managed, and developed team. Leveraged talent management approach to build high performing organization. Developed staff through training, performance coaching, and individual development plans.
- Partnered globally on management of projects and special initiatives, interfacing with corporate office in France and manufacturing facilities in Italy and China.
- Attained top-tier service scores by providing highly responsive service to 100+ clients, and by successfully resolving 100% of actionable tickets within 48 hours through streamlined service delivery processes.
- Provided strategic inputs applied in implementation and upgrade of BaaN ERP and CDS CRM systems. Conducted updates, led end user training, and resolved issues as SME and local systems administrator.
- Collaborated on driving 79% reduction in product delivery cycle by partnering on opening local warehouse. Analyzed and created processes and managed third party warehouse provider.
- Accelerated client service via strategic enhancements to order management and returns processes. Leveraged reporting to increase transparency, and led internal and customer change management.
- Repaired and rescued strained, at-risk relationships with key clients generating $5M in annual revenues. Turned around accounts via consultative approach and enhanced communication.
- Delivered onboarding training on processes and best practices to newly hired staff across organization.
- Facilitated corporate trade show strategy. Directed planning, implemented standards, and organized booth to ensure compliance with corporate standards and guidelines.
- Managed relationships with outside legal counsel and accountant. Supported global personnel transfers and other multinational initiatives.


EXECUTIVE ASSISTANT, Group Vice President & Secondary Assistant to the President
Alliance Entertainment - Coral Springs, FL
(09/2005 – 10/2008)

After joining company in temporary role, promoted to full-time position supporting VMI Corporate Vice President and assisting 5 other C-suite leaders with global distributor of entertainment media products. Also served as secondary assistant to President. Managed schedules, travel arrangements and expense reports; created executive presentations and inventory analysis reports; oversaw communications with product vendors; collaborated with Logistics and Human Resource Departments; and project managed special initiatives.


PROMOTIONS & EVENTS MANAGER / EXECUTIVE ASSISTANT TO C-SUITE
CONDÉ NAST Latin America - Miami, FL
(08-2002 – 05/2005)

After joining organization in support role, position elevated to build and execute event brand marketing strategies across Latin America and U.S. Hispanic markets with global media company, for portfolio of leading publications including Vogue, Glamour, and Architectural Digest (en español). Collaborated with executive leadership to build event strategies; organized and managed events; developed press kits and media relationships; secured sponsors; negotiated vendor contracts; and directed event staff. Managed $3.75M events budget and a Coordinator.

- Collaborated on unique, high profile events, with budgets up to $500K, and 1,000+ attendees. Developed creative and publicity, hired models, negotiated vendor agreements, and managed venues.
- Oversaw execution of 15+ events annually. Partnered with Sales and Editorial to conceptualize and deliver fashion shows, awards ceremonies, and other events. Secured sponsorships and in-kind donations.
- Generated high-value press coverage via development of relationships with key artists, personalities, and media contacts, at Univision, the Miami Herald, and other broadcast, print, and web publications.

Notable Events Managed:
- The Tesoro Awards, high-profile event held alternatively in Miami, Los Angeles, Chicago, and Houston, with 500 attendees. Planned and executed events and conducted research on honorees.
- Condé Nast Launch event at Fisher Island in Miami with 700+ attendees. Managed from initial planning through final execution.
- MasterCard Woman of the Year Awards, an annual series of galas and presentation shows held in Peru, Mexico, Argentina, and Colombia, with 500 attendees each.


SKILLS & COMPETENCIES
Marketing • Strategy Development • Internal & External Communications • Events Management & Logistics • Brand Awareness • Promotions • Press Releases • Training & Development • People Leadership • Client Relationship Management • Customer Service • Budgeting • Project Management • Process Improvement • Talent Management • Coaching • Mentoring • ERP Systems • CRM Systems • MS Word, Excel & PowerPoint


EDUCATION
UNIVERSITY OF MASSACHUSETTS at AMHERST: Coursework toward Bachelor of Arts in Liberal Arts
BABSON COLLEGE, Wellesley, MA: Coursework toward Bachelor of Science in Business Administration