Laura Dailey Email & Phone Number

Woodstock, Ga

Mentoring a student at a Title 1 school who reads below grade level. During the summer, I'm assisting in the Everybody Wins! Atlanta offices by preparing packages for next school year.

Woodstock, Ga

Provided full-life cycle project management including creating detailed project plans, conducting stakeholder meetings, development of business requirements, creating status reports, review of functional and technical specifications, managing the time, cost, scope, communications and risk management of the project, and closure. • Managed a multi-site, cross-functional Platform Conversion and upgrade of 10 million accounts including direct responsibility for Lending, Customer Service, Fraud, Telephony and Training department needs and resources. • Streamlined credit-decisioning and reduced fraud losses and credit bureau costs by implementing Verid, a verification tool, into the Lending, Fraud and Customer Service Processes and Data Warehouse reporting. • Managed 8 projects including project builds, major releases to service platforms and system integrations for enterprise-wide, department-owned initiatives and 2 pilot credit programs.

Developed and implemented the strategic marketing plan. Planned, designed and implemented new products and marketing opportunities and recommended sales channels to maximize receivables. Led 3 Marketing Analysts.• Directed implementation of CIRCUIT CITY REWARDS, loyalty program of the Circuit City VISA and private label cards for a $10 million NPV product. Deployed web portal, internet credit applications, point of purchase materials and inserts aimed at new and existing customer base.• Managed the conversion to Bank One/Chase systems, processes and policies after the portfolio purchase, including but not limited to platform, software, and marketing asset changes and a mass-reissue to cardholders.

Developed and implemented strategic marketing plans. Planned, designed and implemented new products and marketing materials utilizing Direct Mail, Point of Purchase and Internet channels to maximize receivables utilizing cross-functional team members. Led 4 Marketing Analysts and acted as a liaison between the bank and Circuit City. Performed contract and vendor pricing negotiations. P&L responsibility of $15 million. • Developed and launched on-time and below budget, the Circuit City co-branded VISA, amassing 3.1 million customers and $1.8 billion in receivables.• Designed and implemented end-user customer service interface over a 3 year period that saved 20 FTE for an annual savings on HR and operations of $500K. • Directed TSYS/TS2 conversion of marketing processes including technological requests, setup and testing. • Implemented 3 Change in Terms projects – each within 60 days.

Cultivated and implemented strategic recruitment programs to ensure timely fulfillment of workforce needs. Led 4 recruiters and 5 non-exempt associates.• In one year, successfully hired 1200 new employees at a cost per hire of $400.

Effectively led a team of 5 Supervisors and 130 Customer Service Representatives. Enhanced training, accountability and technologies resulting in my team consistently exceeding service, productivity, performance and budgetary goals. Managed cross-functional projects. Resolved escalated customer, partner, and vendor issues. • Directed upgrade of Call Management System and intelligent call routing system. • Managed start-up of new Customer Service site including staffing, training, team design and accountability. • Managed all aspects of two Change-in-terms projects while maintaining my team’s performance.

Effectively led team of 20 inbound agents. Performed team monitoring, mentoring and staffing. Improved staff accountability resulting in my team consistently exceeding productivity and performance goals every month. • Managed multi-site, cross-functional upgrade of Call Management System and switch.

Spearheaded efforts to improve training programs. Trained and mentored new Training Specialists. Developed training content and delivery methods including lesson plans, job aids, simulations and tests. Supported new store openings and facilitated instruction for all levels of the store staff.• Implemented new training course & software - decreasing training time by 25 percent while improving comprehension. Reduced training costs by $359K annually through increased training efficiency. • Designed and tested Training Guides for new courses and software upgrades including manuals, job-aids, simulations and train-the-trainer curriculum. • Developed business requirements and testing for point of sale system upgrades.

Developed Training content and delivery methods including lesson plans, job aids, simulations and test. Supported openings of new stores and Markets; facilitated leader-led and self-paced instruction for all levels of the store staff.