Jennifer Thomas

Business Operations, Client Relationship Management, and Executive Support professional with 15+ years of experience improving operational efficiency, strengthening client relationships, and simplifying complex business processes. Recognized for leading cross-functional teams, improving workflows, implementing process improvements, and building trusted partnerships that deliver measurable business results. Successfully managed a client portfolio representing approximately $1.2 million in annual recurring revenue while maintaining less than 1% annual client churn.

Known for creating clarity from complexity through strategic planning, operational excellence, relationship management, and practical solutions that help organizations achieve their goals.

Accreditation Services Director, Northeast - Cognia, Inc.

(2015-07 - 2026-04)

• Managed a $1.2 million client portfolio while maintaining less than 1% annual client churn through proactive relationship management, strategic engagement, and exceptional client service.
• Led a six-member cross-functional team consisting of two Administrative Assistants and four Regional Evaluators to ensure consistent service delivery and operational excellence across a three-state region.
• Designed and implemented a structured client engagement strategy featuring four annual touchpoints that strengthened client relationships, increased platform adoption, and improved long-term retention.
• Applied Six Sigma methodologies to identify adoption barriers, increasing STEM certification participation from 17 to 78 schools through data-driven analysis and consultative leadership.
• Delivered virtual and in-person training using Salesforce, Microsoft 365, Zoom, SharePoint, and Padlet, enabling clients to manage accreditation platforms and organizational processes independently.
• Served as a trusted advisor to executive stakeholders, providing strategic guidance, operational support, and practical solutions for complex organizational initiatives.
• Streamlined internal workflows and documentation practices that improved communication, efficiency, and collaboration across multiple departments.

Program Support Analyst - U.S. Army Reserve Command

(2013-08 - 2015-06)

• Coordinated administrative operations supporting regional military leadership, ensuring accurate documentation, reporting, and project execution.
• Managed confidential records, documentation, and reporting while ensuring compliance with organizational policies and federal requirements.
• Served as a liaison among leadership, staff, and external stakeholders to facilitate communication and timely completion of projects.
• Supported senior leadership through scheduling, correspondence, document preparation, and administrative coordination.

Bachelor of Science - Elementary and Special Education - Green Mountain College