Nalani Kopp Email & Phone Number

New York, NY, US

Jacksonville, FL, US

• Program Agile Delivery Lead for 120+ scaled Agile NAMER Program leveraging SaFe, Design Thinking, and Enterprise Implementation Methodology
• Operationalizing an Agile Offering focusing on delivery outcomes, client success, and best practices

Armonk, New York, NY, US

• Partner Responsibilities:
• Program Delivery Lead for $85M Services contract and a team of 120+ scaled Agile NAMER Program leveraging SaFe, Design Thinking, and Enterprise Implementation Methodology----Salesforce Sales Cloud, CPQ, Revenue Cloud.
• Won $228M expanded IBM Consulting and Services agreement by leading Account Team GTM activities including RFP Responses, Pricing, Resource and Scope planning, offering creation such as WatsonX + Salesforce Product Use.
• Led discussions with C-Suite and Executive client stakeholders demonstrating how Salesforce enables business transformation to drive business resultsProject Outcomes:
• Led a 3 year Enterprise Transformation of the Lead to Cash process with 8 Initiatives solving 150+ pain points with a growing backlog of 2,000+ Stories year over year to ensure our client is the provider of choice
• Led Enterprise Contact Center Transformation in the hybrid role of Product Manager (Salesforce Service Cloud) and Lead Process Harmonization Consultant with a matrixed team of 20 SAFe Agile practitioners

www.nalanikopp.com-Lead - Women@IBM NYC - 1000 members - October 2021 - October 2022-Founder / CEO - ArtherapyHQ - provided 200+ women with services April 2019 - April 2020-Keynote Speaker - Women in Tech - Deloitte - 120 participants - The Founding Story of ArtherapyHQ - Amsterdam - September 2019-Speaker & Storyteller - Storytelling - Pintar en Bolivia.

Atlanta, GA, US

• Manage the end to end vision for process transformation inclusive of Salesforce Service Cloud, Precursive Project Management, and a variety of other integrations to enable the workflow of customer service agents
• Led Enterprise Contact Center Transformation in the hybrid role of Product Manager (Salesforce Service Cloud) and Lead Process Harmonization Consultant with a matrixed team of 20 SAFe Agile practitioners
• Develop agile methodology and design thinking process for CX Salesforce Delivery projects including an end to end Customer and Employee Journey from Lead to Cash impacting 40k End Users
• Produced best practice Case Management process aligning 15 Business Units enabled by an implementation template for the Org Consolidation of five Salesforce Service Cloud instances

Seattle, Washington, US

• Manage multiple full-cycle projects simultaneously across NAMER and EMEA by aligning stakeholders across enterprise and strategic client engagements
• Work with new and existing customers on operationalizing their sales strategy and playbooks by mapping new workflows and configuring the Outreach platform to meet their needs while maintaining proper governance and.
• Contribute to defining and refining best practices for delivery by curating a services methodology, reusable assets, and content management

Nashville, Tennessee, US

• Led Diversity & Inclusion workshops, trainings, and coaching sessions for a variety of industries (Finance, Manufacturing, Industrial, Auto, etc.) to reduce harassment and discrimination liability
• Built custom, interactive content to enable attendees to practice in real work scenarios

Paris, France, FR

• Managed the go-to-market and product development of Salesforce Accelerators as a new service offering for our clients and to increase digital transformation opportunities in the EMEA market
• Developed million dollar joint go-to-market plans with Salesforce that focused on Customer Experience
• Led strategy workshops for the EMEA Salesforce Center of Excellence to establish governance, asset management, and people acquisition across 8 markets
• Published Article Series with Salesforce on “Millennial Expectations for Retail” to 4 million people

Amsterdam, NL

• Define and drive the GTM strategy, vision, and product roadmap for an Information Security venture by collaborating with business leadership, research, product marketing, customer success, and users to deeply.
• Work with business leadership across Group Innovation to identity and drive opportunities to improve customer experience and identify innovation opportunities to develop new features and products
• Align and manage internal and external stakeholders by emphasizing customer value and experience
• Advocate for 2 million EUR funding, estimate market potential of solution, and support cross-functional development of the product i.e. marketing, business development, product owner

• Founded an Art Therapy Social Enterprise that provided services to 200+ women in 1 year of operationArtherapyHQ is a global community of female change makers who use creative expression to heal internally and to.
• Defined and led execution of digital roadmap to deliver exceptional customer experiences, drive cost efficiencies for development tools, and enable business growth both online and offline
• Managed a team of 10 volunteers (Product, Development, Digital Marketing) and led the design thinking ideation, technical development, and market research for a digital community product
• Developed user persona maps and customer experience journeys tailored to our niche community audience
• Delivered keynote, leadership talks, and workshops for audiences with 20-100+ participants (Deloitte Women in Tech Amsterdam)2019 Experiences:Partner Fundraiser: Stichting Pintar en Bolivia - Amsterdam, NL - Dec.

New York, New York, US

• Developed and executed Global Services Expansion Strategy by aligning key internal and external stakeholders across Executive leadership, Sales, Delivery, Marketing, Recruiting, and Operations
• Managed global enterprise projects and processes end-to-end, including conception, design, implementation, launch, and evaluation by using metrics to track and improve programs to better serve the business (i.e. reduce.
• Developed Digital Transformation offerings with Watson (AI) and Salesforce value propositions that were highlighted at Dreamforce in 2018 as IBM’s key differentiation and contributing to a $150 million pipeline
• Analyzed competitive intel to ensure rapid and effective market penetration to directly impact global revenue with a $30 million pipeline (launched Global Salesforce Commerce practice and partnership)
• Drove innovation through design thinking and change management workshops to offer digital programs that met the immediate business needs of the global enterprise
• Evolved Diversity & Inclusion strategy and led Bluewolf Women in Tech to increase our ability to build a diverse workforce, create an inclusive workplace, and leverage diversity as a competitive advantage

Diemen, Noord-Holland, NL

• Operationalized agile methodology and served as Product Owner for 2 matrixed international teams in order to deliver business and technical requirements that met the requirements of stakeholders across Operations.
• Built an asset management strategy with the goal of reducing deployment time in future markets by 25%
• Led Randstad’s Customer Experience Transformation Project by establishing strategic consensus between business units in order to execute global implementation of Salesforce platform across 30 markets, leading to an.

New Brunswick, NJ, US

• Served as Product Owner for Salesforce CRM Optimization project that increased partnership closure rate by 25%, automated sales reporting, and aligned stakeholders in improving the business development process
• Trained 7 Career Directors across multiple markets on LMS optimization, CRM functionality, Business Development strategy, and classroom management skills
• Designed and implemented 24 week Career Curriculum for national network of 12 web development bootcamps, impacting 1,200 students’ job preparation and leading to 95% placement and graduation rates
• Developed University Relations partnerships and Diversity & Inclusion strategies with signed partners, including CBS, MUFG, and Robert Half, to increase engagement between companies and alumni

New York, New York, US

• Managed all aspects of HR & Operations (Talent, Training, Benefits, Payroll, On-Boarding, Risk Management, Leadership Development, Total Rewards & Culture) for a rapid growth International Digital Advertising Start-up.
• Served as Product Owner for 15+ internal HR, Operations, and Sales Operations (Salesforce CRM) tools, Researched and evaluated technology vendors in the management of a multi-million dollar Operations budget
• Developed and instituted 360 performance management program to include review cycles, annual compensation and bonus increases, and succession planning increasing employee satisfaction by 80% and receiving the Crain’s.
• Developed employee experience programs that retained senior leaders 200% longer than competition
• Assessed organizational need for change and implemented solutions quickly to accomplish primary business objectives i.e. re-organization of a 15 person business unit, including job functions and leadership team

New York, US

• Taught a variety of Literature and Writing Courses with lesson plans maximized for student comprehension, sharpening analytical skills, as well as writing communication
• Wrote and executed lesson plans for multiple classes of 35 students, tracked student progress on BlackBoard LMS, provided students with feedback on their writing, and assessed written assignments Courses Taught: Music.

New York, US

• Managed a Writing Center team of 40 tutors and front desk associates by implementing office guidelines that increased operational efficiency and handling the training and on-boarding of all new hires
• Continuously tracked student progress using TutorTrac (SaaS) and reported conclusions to appropriate faculty and staff to ensure that students’ needs were being met
• Provided I.T. support to 20+ desktop stations including troubleshooting, software installation, etc.

Bronx, NY, US

• The City University of New York in partnership with the Research Foundation and MGI/Gear-up (NFP) desired to increase college admission rates for at-risk students in low-income communities.
• Constructed and led College Preparatory Workshops (SAT Prep, Personal Essay Sessions) leading to the achievement of a 100% college placement rate for 73 graduating seniors
• Developed curriculum that contributed to an increase in attendance rate, student satisfaction and graduation/pass rate

New York, NY, US

• Tutored at-risk K-12 students in ELA, Math, & History across the South Bronx

• Managed 5 Sales and Customer Service representatives and 30 Pilates fitness instructors (responsible for managing client relations, sales, service, and accounts receivable)
• Led recruitment, on-boarding and training for associates and instructors.
• Exceeded sales targets by increasing Service levels & launching a Social Media Marketing campaign (MailChimp, Groupon, Facebook), increased operational efficiency and customer satisfaction (digitized accounts.

Certificate, Women'S Leadership Development Programme

M.A., English Literature

Specialization, Organizational Leadership

B.A., English Literature

Professional Certification A2, Nederlands

Nederlands A1, Nederlands