Change Management Organizational

RESUME

Jennifer S. Nicks, *σGB, MTM, MAOL

*.*****@*******.*** 678-***-**** Public Trust Clearance

Professional Summary

Innovative business solutions professional with 20+ years of experience in workforce management, program management, and organizational change management. Proven track record in implementing transformational frameworks, process improvement, and strategic planning. Skilled in fostering productive environments that align with organizational goals and enhance customer satisfaction.

Core Competencies

Workforce Management & Optimization

Process Improvement & Six Sigma

Data-Driven Decision Making

Change Management & Stakeholder Engagement

Project Management (PMP Trained)

Strategic Planning & Implementation

Professional Experience

J S & N Consultants, LLC

Founder and Principal Consultant 2015 – Present (see contracted roles below)

Overview:

J S & N Consultants, LLC is dedicated to empowering leaders, fostering organizational growth, facilitating positive change, and fulfilling the potential of individuals and teams. Our mission is to uplift leaders and create connected communities, changing the world one organization at a time.

Key Achievements and Responsibilities:

• Developed and implemented the Heartfelt Leadership model, rooted in principles of empathy, trust, and servant leadership, resulting in improved team dynamics and organizational performance for clients.

• Provided strategic consulting services to diverse industries focusing on culture transformation and leadership development.

• Facilitated workshops and seminars on topics such as change management, conflict resolution, and effective communication, reaching over 1,000 leaders annually.

• Driven by the erosion of organizational trust in the pandemic residue to improve organizational culture, resulting in tangible improvements in employee retention and productivity for clients.

• Collaborated with C-suite executives to align organizational values with business strategies, leading to more cohesive and purpose-driven company cultures.

• Authored internal thought leadership articles and whitepapers on leadership and organizational development, establishing the company as a trusted authority in the field.

IT Change Management, NTT DATA Services

November 2022 – January 2024

Managed end-to-end change management processes for a government agency's Digital Services Office

Coordinated changes to IT systems, ensuring proper documentation, testing, and stakeholder communication

Facilitated technical review board meetings, mediating conflicts and maintaining change management documentation

Change Management Consultant, RGP Consulting

December 2021 – March 2022

Developed and implemented a human-centered approach to Change Management for Sysco Foodservices

Created an onboarding migration process for Supply Chain transformation

Utilized ADKAR and PROSCI principles to improve HR communications and reduce uncertainty for associates

Program Management, BSC Solutions (03/2019 – 06/2020)

• Provided leadership advisory for medical device rebranding projects at Avanos Medical

• Drove process standardization and led communication and change management activities

• Established performance metrics/objectives and coordinated relevant training/meetings

Global Project Manager, Conduent (06/2018 – 02/2019)

• Led process improvement projects within Workforce Management Administration using PMP processes and Six Sigma techniques

• Managed COPC compliance processes and tracked departmental audit performance on defined WFM metrics

• Increased service quality revenue while decreasing costs, enhancing customer experience and profitability

Workforce Management Consultant, Conduent (02/2017 – 06/2018)

• Provided remote global project management to the Centre of Expertise

• Created and supported ongoing forecast file and established SharePoint project tracking for quality reporting metric objectives across 80+ accounts

• Served as the point of contact for client teams to determine compliance with quality policies

Program Consultant, Thompson Technologies (assigned to Chick-Fil-A)

March 2015 – September 2015

Managed and monitored departmental relationships through leadership business process analysis

Utilized Smartsheet to automate processes, facilitate project management, and enhance collaboration

Increased classroom feedback response rate by creating a daily automated evaluation process

Implemented file sharing process via Dropbox for improved external and internal customer utilization

Conducted SWOT analysis with training facilitators to effectively implement vision and improve program execution

Workforce Management, Verizon Wireless

July 2001 – February 2015

Managed scheduling for a 500-seat inbound call center, coordinating work shifts and overtime requirements

Forecasted call volume and staffing requirements for both long and short-term perspectives

Developed and implemented innovative Microsoft Excel file sharing process to manage exception requests

Managed and monitored departmental productivity using Aspect, RTA, and IEX reports

Developed center newsletter communication for agents, contributing to overall business efficiency

Education

Master of Organizational Leadership (Servant Leadership Concentration), Regent University

Master of Telecommunications Management, Keller Graduate School of DeVry University

Bachelor of Science in Business Administration, University of Southern Mississippi

Certifications

Six Sigma Green Belt

Project Management Professional (PMP trained)

COPC (Customer Operations Performance Center) Certified

ServiceNow Accredited

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