Customer Experience Change Management
Resume:
Nicole Ford
Prosci Certified
******.******@*****.***
Customer Experience Manager
Enthusiastic Customer Experience Manager driving and influencing business decisions to achieve positive end-to-end customer experience. Data-driven and strategic problem solver accomplished at managing large, complex projects to deliver actionable insights to improve customer experience. Building strong relationships with stakeholders to understand priorities and partnering and collaborating with leadership to define, evaluate, and deliver customer satisfaction across the organization.
Career Experience
Centene
St. louis, MI
MANAGER, 2022-
Manages a team of 8 change management professionals, overseeing all aspects of change management and customer experience to our health plan customers for their digital solutions.
Builds strong relationships with stakeholders to foster a culture of engagement to identify customer needs and solutions.
Collaborates with senior leadership to create and execute customer experience strategies to drive customer satisfaction.
Delivers actionable insights through qualitative and quantitative data to improve a positive end to end customer experience.
Creates tools and processes to identify customer experience metrics to deliver a positive customer experience journey.
Provides a customer-centric lens to every part of the process for our digital solutions to ensure customers constantly and continually feel satisfied by our corporation and our product team to achieve excellent customer satisfaction quarterly and annually.
Promotes and socializes customer centricity within our organization so all businesses are driving customer experience in the day of the life.
Owns and manages customer experience roadmap to share the vision, direction, priorities, and progress of the product.
Key Contributions:
Improved customer satisfaction scores across the organization by 50% with robust change management and customer experience strategies, data, actionable insights, and strong partnerships.
Argano
Dallas, TX
Senior Change Management Consultant 2021
Focuses on helping customers grow and thrive by leading Enterprise Oracle ecosystem transformations to achieve efficiency, effectiveness, growth, and profit and revenue increase.
Drives standardization and adoption by leading, planning, creating, implementing, and monitoring change management strategies and communication plans to maximize adoption and minimize disruption.
Leverages methodology to educate clients about how to manage change and position he3m for adopting their new Oracle systems.
Exceeds customer expectations by developing and delivering outstanding communications, presentations, analysis, and innovative thinking, and solutions.
Contributes to knowledge sharing, team development, team morale, and coaching.
Contributes to our methodology and intellectual property to continually improve capabilities.
Key Contributions:
Accomplishes significant ROI for multi-million-dollar ERP transformations by developing successful change visions and strategies to ensure adoption and usage. Organizations include Simmons and Do it Best.
Represents Oracle Tower 4 Argano in Argano Change Community Guild to be the north star and the central compass for change management across entire enterprise to deliver continual process improvements, shared knowledge, and education around change management.
Affirma
Bellevue, Washington
Change Manager, 2021
Manages a full change management program for internal and external transformation projects to achieve change management goals for consistency, efficiency, quality improvement, cost avoidance, revenue, and process improvements.
Manages complex and strategic tasks to ensure success pre and post implementation.
Defines strategic vision, management, and measurements for successful projects.
Completes quantitative and qualitative analysis to implement data driven models.
Engages closely with clients to understand requirements to deliver the most valuable change management outcomes to maximize effectiveness and minimize risks. Clients include Facebook, Microsoft, and Roku.
Executes strategies and change management content to improve sale initiatives.
Key Contributions:
Clients included Roku, Facebook, Roku, Workboard, and New Era.
Drives internal and external program success by implementing company wide change management standards and processes including improving sales initiatives.
Drives successful change management implementations with mega brands establishing good practice and relationships for future consulting.
HPE, Houston Texas
Program Manager 2012 – 2020
Drove strategic initiatives to drive product improvement, availability, analytics, and insight.
Focused on outcomes to achieve company objectives, maximizing cost avoidance and revenue.
Executed program success by maintaining continuous alignment of program scope with strategic business objectives and made recommendations to modify the project to enhance effectiveness toward the business result or strategic intent.
Drove program success by monitoring projects on ongoing basis, evaluating progress and quality, managing issue resolution, and taking corrective action as necessary.
Drove program success by managing program change requests and functioned as an escalation point.
Key Contributions:
Launched MSA Health Check Application to external HPE customers and partners delivering best practices and firmware updates needed. https://msa.ext.hpe.com/MSALogUploader.aspx. Total cost recurring savings annually year over year: $500,000 and helping customers avoid significant outages.
Launched internal application for holds and purges to create, document, and manage holds and purges. Legacy process consisted of manual spreadsheets and included frequent mistakes by humans and required massive amount of time.Total cost recurring savings annually year over year: $331,920.
Launched internal translator engine to translate non-English cases systemically. Increased automation by 10%.
Launched application for internal customers to search for units by serial number, product number or CT label to gain detailed information on unit for analysis and insight. Over 7 K users to date.
Launched internal application for detailed case information for analysis. Open access to all employees in company. This saved company significant amount of money to avoid salesforce license.
Education
Texas A&M University – BA
Texas State University – MA
Contact this candidate