Nicole Cooper

Experience

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  Valtera Corporation

  Jan 2000 - Jan 2002

  Senior Project Manager | Project Manager

  Acted as primary client contact for global employee opinion/360-degree feedback projects serving Fortune 100 companies. Stepped in during manager’s maternity leave to lead oversee creation of new online report ordering system and QA process of the new system. • Developed comprehensive project plans, project documentation and coordinated cross-functionally to ensure deliverables met client requirements.• Consulted with customers to deliver effective survey programs on time and on budget.• Compiled/managed data sets using standard statistical and editing tools (SPSS, Excel, Access) to facilitate reporting, confirm data integrity and fully limit test all deliverables.• Identified client expansion opportunities, facilitated client demonstrations and end user training.• Validated client employee data files and built complex organization structures.• Coordinated with external partners/vendors on translation and paper survey processing and supervised contract workers for large-scale paper fulfillments. Show less

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  Valtera Corporation

  Jan 2003 - Jan 2005

  Senior Account Manager Team Lead

  Promoted to manage team of 5 Project Managers to provide custom, global employee opinion and 360-degree feedback surveys. Oversaw and served as point of escalation for high-profile client issues to ensure successful resolution. • Liaised with VP of Technology to prioritize workflow.• Partnered with CEO of Valtera to revise automation process for Fortune 100 retail company’s 360-degree feedback program matching raters to 3K+ global leaders; created efficient and reliable quality control process.• Created standardized forms and processes eventually adopted by other internal groups as best practice.• Responsible for interviewing and hiring new staff. • Ensured new hires received appropriate training and ongoing support needed to succeed in role. Show less

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  Valtera Corporation

  Jan 2006 - Jan 2011

  Senior Manager, Client Services | Consultant

  Led project team to ensure successful project executions, on-time delivery of services, and monitored use of efficient processes. Identified opportunities for process improvements and delivered on key initiatives to increase productivity. Took on extended consulting role.• Developed and delivered project manager training programs (Utilizing Technology to Increase Efficiency and Accuracy, Confidentiality Best Practices, and Managing Project Scope).• Reviewed and monitored project profitability and client system usage. • Coordinated and resolved resource conflicts amongst delivery team.• Subject matter expert on platform capabilities, data file management, and reporting rules.• Analyzed qualitative and quantitative survey data to develop executive analysis reports, written comment summaries, and action planning presentations that were delivered to C-Suite. Show less

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  Gartner

  Feb 2012 - Apr 2018

  Manager, Talent Solutions

  Reporting to the Managing Director, monitored profitability across program portfolio. Identified patterns requiring systematic solutions and delivered corrective action for continuous improvement. Provided sales forecasting/invoicing for $10M portfolio, and managed contracts for renewals and upsells. • Streamlined monthly forecasting and invoice tracking by introducing pivot tables to reduce redundancy and administration time by 50% and simultaneously improve data quality.• Worked as a member of high performing team to reach 119% of target, exceeded upsell goal by 20%, and achieved highest NPS score of any team in 2015.• Acted as primary point of contact for accounts with up to $1M+ in revenue. Strengthened client relationships during and after acquisition. Reviewed and documented client specifications to ensure successful transition to new survey and reporting platform. • Represented Workforce Surveys and Analytics Group as integral committee member to create common metrics organization-wide. Delivered results to senior executives leading to improved forecasting accuracy. Show less

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  CultureIQ

  May 2018 - Dec 2020

  Client Program Lead

  Managed Engagement, Culture, Lifecycle and 360 feedback survey projects across a team of Program Managers and Sr. Program Managers. Oversaw project planning, process design, survey development, and report generation across customer industries including Manufacturing, Pharmaceutical, Finance, and Utilities. Created solutions tailored to unique customer needs and consistent with their industry best practices.• Managed team of on-site and remote employees helping to coach, develop, and ensure opportunities for stretch goals to futher their professional development. • Spearheaded new software selection and implementation to identify vendor, develop business requirements, create system reports and metrics, transfer legacy data, and deploy user training. • Managed client portfolio valued at $6M, collaborated with client stakeholders to administer surveys and provided support for listening surveys on self-service platform.• Served as Client Program Lead representative on Product Grooming Committee to prioritize action items on the product roadmap, review developer specifications, identify use cases and alternate requirements. Show less

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  Seeking my new challenge

  Jan 2021 - now

  Customer Success Manager | Project Management Leader
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  Medallia

  Jul 2021 - now

  Senior Program Manager, Employee Experience at Medallia