JESSICA C. BRAVE-DALTON

6542 Windsor Street, Philadelphia, PA 19142

P: 267-258-9031 | E: JessicaBraveDalton@gmail.com

EDUCATION

Graduate Certificate in Project Management
Keller Graduate School of Management | Graduated: March 2025 | GPA: 3.76

Bachelor of Science in Management
DeVry University | Graduated: October 2022

SKILLS

MS Project | MS Office Suite | Microsoft Access | SharePoint | Adobe Acrobat
Business Analysis | Agile | QuickBooks | Budgeting | Financial Statements | Project Management | Waterfall | Hybrid | Risk Management
Predictive Analytics | Data-Driven Decision Making | Mentoring & Coaching
Amazon Workstation | Strategic Planning | Accounting Management

PROFESSIONAL EXPERIENCE

Coach / Customer Support

FOUNDEVER (SITEL) | January 2020 – April 2025

Led a performance enhancement project for a team of 14 agents focused on improving KPIs such as Average Handle Time (AHT), Transactional Net Promoter Score (TNPS), and First Call Resolution (FCR).
Designed and implemented individualized coaching plans based on trend analysis, QA monitoring, and customer feedback.
Collaborated cross-functionally with quality assurance, training, and operations teams to align on performance goals and process improvements.
Tracked and reported progress through KPIs and performance dashboards; improved TNPS by 15%, reduced AHT by 9%, and increased resolution rate by 12% within three months.
Facilitated weekly performance reviews, call calibrations, and coaching touchpoints using a hybrid project methodology (Agile + Waterfall) to adapt quickly to evolving team and business needs.
Delivered coaching in both one-on-one and team settings to improve technical accuracy, compliance, and soft skills for enhanced customer experiences.
Supported change management initiatives, contributed to onboarding and training processes, and maintained documentation for internal performance improvement projects.

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HR Assistant

MV Transportation | December 2018 – December 2019

Led recruitment efforts, hiring 152 employees, and increasing production by 40%.
Conducted data analysis of pre-hire interviews to identify successful recruitment patterns, recommending actionable improvements for training programs.
Developed a contingency hiring plan to quickly replace recruits, ensuring minimal disruption to ongoing operations.
Collaborated with management to track recruitment progress through weekly status reports, refining strategies to address hiring challenges effectively.

Cook

Sunrise Senior Living | September 2016 – September 2018

Led the dining services for 150 residents, setting operational objectives and ensuring compliance with food safety regulations.
Applied project management principles to set timelines, estimate resources, and manage daily kitchen operations.
Developed a risk management plan to enhance food safety compliance, ensuring zero incidents of food safety violations.
Managed inventory and optimized employee retention by fostering a positive and collaborative work environment.

Cook Assistant

Broomall Rehab and Nursing Center | August 2002 – September 2016

Supervised a team of 14 staff, ensuring adherence to safety and sanitation protocols.
Managed food preparation, maintained HACCP logs, and ensured proper labeling and rotation of ingredients.
Improved service efficiency by addressing customer feedback and collaborating with dietitians to meet residents’ dietary needs.

PROJECTS & ACADEMIC EXPERIENCE

Mixed Reality Escape Room 4DX Ride Project – Capstone

Master in Project Management, Keller Graduate School of Management – January 2025

Led the development and planning of a complex themed entertainment experience integrating 4DX motion effects with mixed reality (MR) technology.
Created project documentation including Work Breakdown Structure (WBS), RACI Matrix, Risk Register, and a detailed project plan aligned with PMBOK guidelines.
Identified and assessed 40+ project risks across technical, operational, financial, and stakeholder categories, using qualitative and quantitative analysis.
Applied knowledge of change management, monitoring and controlling, and stakeholder engagement to respond to unexpected project events and evolving scope.
Selected hybrid project management methodology to manage iterative tech design and fixed ride implementation milestones.
Collaborated in cross-functional teams to simulate budget planning, schedule development, procurement strategy, and project communication planning.

Electronic Arts Product Management Job Simulation on Forage - December 2024

Completed a job simulation where I developed a solid understanding of different KPIs, and selected the most appropriate KPIs for measuring and assessing specific business problems related to a strategy RPG mobile game.
Demonstrated my knowledge of key performance indicators within the video game industry.
Broke down tasks for creating a data-driven video game presentation.

Conversion of a Legacy System to a New Technology Project

Master in Project Management, Keller Graduate School of Management – September 2024

Led the migration of 25 desktop computers from Windows 10 to the latest Windows OS in a small office home office (SOHO) environment.
Ensured compliance with industry-wide cybersecurity regulations by identifying and mitigating risks associated with legacy systems.
Managed project timelines, coordinated with stakeholders, and minimized operational disruptions during the upgrade.
Gained hands-on experience in system transitions, IT risk management, and troubleshooting.
Developed cross-functional communication strategies and ensured alignment with business objectives, reflecting Deloitte’s emphasis on operational excellence and resilience.