Summary
Overview
Work History
Education
Skills
Certification
Additionalinformation - Citizenship
Timeline
Hi, I’m

Jennifer Nicks

Accomplished Organizational Consultant
Roswell,GA
Jennifer Nicks

Summary

Dynamic Executive Leader with 20+ Years of Experience in Operations and Project Management Results-oriented executive with a proven track record in driving profitability and operational excellence within fast-paced environments. Leverages extensive expertise in strategic planning, process improvement, and team development to achieve organizational goals and elevate performance standards. Adept at fostering a culture of continuous improvement and empathetic leadership, ensuring high levels of employee engagement and customer satisfaction.


As an accomplished professional with extensive experience in leadership and organizational development, I possess a unique blend of skills that enhance my ability to drive positive change and foster a collaborative environment. My expertise encompasses:

  • Heartfelt Leadership: I design and implement Heartfelt Leadership workshops focused on empathy, active listening, and servant leadership principles. These workshops enhance team resilience and collaboration, resulting in improved employee engagement scores and trust levels.
  • Engagement Assessment: I utilize engagement assessment tools to measure and improve employee satisfaction.

Overview

23
years of professional experience
2018
years of post-secondary education
3
Certifications

Work History

NTT DATA Services

ISB Communications Manager
11.2022 - 01.2024

Job overview

  • Company Overview: Centers for Disease Control and Prevention (CDC)
  • Oversaw all communication processes within the Information Systems Branch (ISB), ensuring effective communication with customers regarding announcements, maintenance work, and outages
  • Led weekly ISB Communications Meetings to discuss needs and review progress on existing requests
  • Collaborated with technical resources to identify communication specifics and validate details
  • Developed and edited message content, adhering to formatting standards and obtaining necessary approvals
  • Managed distribution of communications to relevant stakeholders and monitored responses
  • Coordinated same-day maintenance and outage communications, ensuring timely and accurate information dissemination
  • Centers for Disease Control and Prevention (CDC)

NTT DATA Services

Change Management Workflow Process Manager
11.2022 - 01.2024

Job overview

  • Led end-to-end change management processes for IT systems, demonstrating ability to influence and develop leaders in a performance-driven culture
  • Facilitated technical review board meetings, showcasing skills in building effective business partnerships and coaching
  • Utilized data analytics to generate comprehensive change management reports, ensuring timely and accurate communication of project status and risks
  • Identified and streamlined improvements to enhance team efficiency, resulting in a 25% reduction in process bottlenecks

RGP Consulting

Change Management Consultant
12.2021 - 03.2022

Job overview

  • Company Overview: assigned to Sysco Foodservices
  • Developed and implemented human-centered change management strategies, improving adoption rates of new processes by 30%
  • Created onboarding migration processes and leveraged ADKAR and PROSCI principles, demonstrating expertise in implementing talent programs and strategies
  • Managed multiple concurrent tasks, prioritizing effectively to meet tight deadlines and client expectations
  • Produced weekly deliverables and performance reports for leadership, maintaining 100% on-time submission rate
  • Assigned to Sysco Foodservices

BSC Solutions

Program Management
03.2019 - 06.2020

Job overview

  • Company Overview: assigned to Avanos Medical
  • Provided leadership advisory for rebranding projects, aligning with strategic partnership needs in project planning and execution
  • Led communication and change management activities, demonstrating skills in facilitating leadership development and driving organizational culture
  • Coordinated between teams to ensure clear communication and understanding of OKRs and KPIs, fostering a collaborative environment
  • Assisted in planning and organizing events, conferences, and meetings, handling packages from initiation to close-out
  • Assigned to Avanos Medical

Conduent

Global Project Manager
06.2018 - 02.2019

Job overview

  • Utilized PMP processes and Six Sigma Green Belt to lead process improvement projects, resulting in a 20% increase in operational efficiency
  • Managed COPC compliance processes, demonstrating experience in implementing and integrating talent solutions
  • Collected, analyzed, and reported on performance data to provide insights and recommendations for improvement
  • Maintained comprehensive documentation of program activities and decisions, capturing and monitoring action items

Conduent

Workforce Management Consultant
02.2017 - 06.2018

Job overview

  • Provided remote global project management to ensure consistent quality metric performance planning
  • Acted as a WFM Business Partner, delivering consulting and advice to various campaigns to ensure workforce operational health through forecast simulations
  • Created and supported ongoing forecast files and established SharePoint project tracking for quality reporting metric objectives across 80+ accounts
  • Served as the primary contact for client teams to determine compliance with quality policies and provided project management support for ongoing organizational paradigms

Thompson Technologies

Program Consultant
03.2015 - 09.2015

Job overview

  • Company Overview: assigned to Chick-Fil-A, Atlanta, GA
  • Conducted leadership business process analysis to align training initiatives with organizational goals, enhancing team communication and performance
  • Developed and executed automated evaluation processes to improve feedback mechanisms, increasing operator satisfaction and training effectiveness
  • Implemented marketing initiatives to enhance staff participation, utilizing gamification strategies to engage employees
  • Assigned to Chick-Fil-A, Atlanta, GA

Verizon Wireless

Workforce Management
07.2001 - 02.2015

Job overview

  • Company Overview: Alpharetta, GA
  • Managed departmental service level and established the alert process associated with center thresholds
  • Developed, managed, and implemented the scheduling for a 500-seat inbound call center, ensuring effective resource allocation and service level achievement
  • Implemented innovative processes to increase efficiency and overall team productivity, including a Microsoft Excel file sharing system
  • Alpharetta, GA

Education

Regent University

Master of Arts from Organizational Leadership

University Overview

Keller Graduate School of DeVry University

Master of Telecommunications Management

University Overview

University of Southern Mississippi

Bachelor of Science from Business Administration (Management Information Systems)

University Overview

Skills

Strategic Planning & Execution

Certification

Project Management Professional (PMP trained)

Additionalinformation - Citizenship

Additionalinformation - Citizenship
US Citizen

Timeline

ISB Communications Manager
NTT DATA Services
11.2022 - 01.2024
Change Management Workflow Process Manager
NTT DATA Services
11.2022 - 01.2024
Change Management Consultant
RGP Consulting
12.2021 - 03.2022
Program Management
BSC Solutions
03.2019 - 06.2020
Global Project Manager
Conduent
06.2018 - 02.2019
Workforce Management Consultant
Conduent
02.2017 - 06.2018
Program Consultant
Thompson Technologies
03.2015 - 09.2015
Workforce Management
Verizon Wireless
07.2001 - 02.2015
Keller Graduate School of DeVry University
Master of Telecommunications Management
University of Southern Mississippi
Bachelor of Science from Business Administration (Management Information Systems)
Regent University
Master of Arts from Organizational Leadership
01.2018
Jennifer NicksAccomplished Organizational Consultant