NICOLE A. JACKSON
Chicago,IL
Summary
Seasoned Project Manager with 6 years of experience in executing numerous complex enterprise SaaS and HCM technology projects within diverse industries by onboarding and transitioning clients to ongoing support. Proven ability to drive teams towards achieving project goals while adhering to timelines and budgets. Demonstrated strengths include strategic planning, risk management, and stakeholder communication. Past work has resulted in successful project completion, improved efficiency, and significant cost savings.
Overview
1
1
Language
13
13
years of professional experience
Work History
Project Manager II
UKG, Inc.
06.2022 - Current
- Supported 40 concurrent client implementations, exceeding advised caseload, to ensure successful completion of HR, benefits, TLM accruals, payroll, and Phase 2 UKG Ready application setup.
- Guided clients through requirements, build, testing, go-live, and support transition after completing 2 successful payroll cycles.
- Coordinated cross-departmental resources and collaborated with cross-functional teams to resolve complex issues and deliver project outcomes.
- Managed onboarding and off-boarding activities to get client systems running and move clients into support.
- Helped clients with benefit file feed integrations and APIs for system connectivity and cross-functionality.
- Built and updated project schedules and forecasts, tracked milestones, and managed multiple projects while balancing competing deadlines and budget limits.
- Led status meetings with internal teams, external partners, and stakeholders; prepared progress reports for executive leadership; maintained project files, specifications, change orders, and invoices in compliance with regulations and policies.
- Work regularly with external partners and cross-functional teams to plan and launch systems and resolve complex HR and payroll issues, combining hands-on UKG Ready and UKG Pro knowledge with clear communication to technical and non-technical audiences, training and enablement, and disciplined tracking of milestones and deadlines across multiple concurrent projects.
HR Services Coordinator II
UKG, Inc.
09.2020 - 06.2022
- Served as the primary contact for clients ranging from startups to enterprises, handling escalated cases by partnering with cross-functional teams to deliver effective solutions.
- Provided benefits and payroll support for clients licensing HR and payroll software, resolving system issues and inquiries and tracking UKG Pro (formerly UltiPro) system enhancements related to benefits and payroll.
- Created, logged, and monitored client interactions in Salesforce, tracking call trends and proactively collaborating with Systems Specialists to resolve potential system issues.
- Led client-specific trainings and one-on-one training for new team members, and served as team captain during Annual Enrollment, assisting peers with benefits and payroll inquiries.
- Generated reports, supported client audit processes, and maintained documentation procedures to ensure consistent policies and up-to-date records.
Medical Office Manager
Pines Pediatrics
08.2016 - 09.2020
- Managed hiring, training, and performance reviews for medical office teams and developed administrative procedures to streamline office operations.
- Coordinated logistics for internal and external staff meetings and conferences, and oversaw digital patient charting, insurance, billing, and accounts receivable.
Guest Relations
Royal Caribbean International
08.2013 - 08.2015
- Researched and resolved guest concerns in line with company policy, preserving customer relationships and brand loyalty, and de-escalated challenging interactions to achieve first-contact resolution.
- Analyzed customer feedback to drive continuous improvement in satisfaction and revamped guest relations policies to address evolving concerns.
Education
Associate of Science -
Broward College
Fort Lauderdale, FLSkills
- Partner & Client Focus: Client onboarding and offboarding Client relationship management Partner collaboration System rollout and launch coordination Transition to support Relationship building Training and enablement
- Project & Product: Cross-functional collaboration Project planning and milestone tracking Executive reporting Benefits, payroll, TLM, and accruals (HCM) Benefit file feed integrations and APIs Problem resolution
- Tools: UKG Ready UKG Pro (formerly UltiPro) Salesforce (CRM) Power BI Smartsheet RingCentral PlanSource Citrix OneNote Microsoft Office (Word, PowerPoint, Excel)
- Fluent in Spanish
LANGUAGES
Spanish
Native/ Bilingual
Timeline
Project Manager II
UKG, Inc.
06.2022 - Current
HR Services Coordinator II
UKG, Inc.
09.2020 - 06.2022
Medical Office Manager
Pines Pediatrics
08.2016 - 09.2020
Guest Relations
Royal Caribbean International
08.2013 - 08.2015
Associate of Science -
Broward College