Nan Bailey Email & Phone Number

Customer Experience & Insights

Led two supervisors with responsibility for McDonald’s internal Customer Recovery at Home Office in Oak Brook, IL. Collaborated on customer issue resolution with franchise owners, McDonald’s supervisors, consultants, escalated external customers, 800-Number Contact Center, McDonald’s senior management, and other Home Office departments. Developed strategic plan for Internal Help Desk team that provided structure and framework for successful operation. Prepared and delivered mid-year and year-end performance and salary reviews. Directed and facilitated biweekly team meetings.

Customer Experience & Insights

Managed two senior representatives with responsibility for internal customer complaints and inquiries at Home Office. Partnered on customer issue resolution with regional representatives, franchise restaurant owners, company supervisors and field staff, external customers, 800-number contact center, company senior management, and other Home Office departments. Built and leveraged diverse talents of a high-performing team that delivered high-quality products and exceptional customer recovery service. Developed a solid action plan aligned with department and company goals and objectives that helped team stay focused on most important work activities and achieve personal success.

Customer Experience & Insights

Oversaw customer complaints and inquiries at McDonald's Home Office. Accountable for functional processes and systems. Managed phone systems for responding to customer contacts. Managed senior management customer contacts.

Customer Experience & Insights

Partnered with vice president and directors on planning, organizing and implementing business functions, systems and processes. Maintained department budgets, invoices, and personnel database..

Supply Chain Management

Led administrative team. Directed and contributed on cross-functional teams. Hired, coached, and developed internal staff. Oversaw office systems and business services. Completed logistics and space planning, including voice and email list management. Coordinated customer service, office processes, and procedures.

Business Affairs

Developed, coordinated, and implemented departmental processes across all functional areas to include participating in supplier development, shared expectations, as well as Supply Quality Index scoring. Held supplier business and budget review meetings with key promotional suppliers. Managed and coordinated producer license program with cross-functional team from legal and creative marketing departments. Completed financial reporting for G&A budget administration. Processed invoices, monitored internal audit reports.

Facilities And Systems

Analyzed, tracked, and monitored departmental G&A expenses against plan. Completed meeting coordination and planning for special events and major meetings. Prepared monthly reports, presentations, and expense reports. Served as editor of departmental newsletter.

Copy Products Department

Monitored G&A budget and copy products expense reporting. Managed customer inquiry program. Planned and coordinated workshop and open house events. Prepared copy product sales proposals and presentations.

Mortgage Banking

Managed administrative staff of four. Oversaw performance appraisals and salary reviews. Led and facilitated bimonthly supervisory meetings. Aided CEO and President with planning, organizing, and implementing administrative policies and procedures.

Exploration Department

Directed land submittal program used to respond to customer inquiries concerning leasing and oil and mineral rights. Prepared and coordinated land submittal contracts for oil and gas lease program. Maintained budget and processed invoices. Managed departmental personnel and vacation records.

Marketing Department

Led customer complaint program and ensured timely resolution of all complaints, totaling up to $50,000. Monitored and managed department budget processes and tracked invoices and expense reports. Prepared monthly customer complaint report for headquarters.