Nancy Bailey Email & Phone Number

Laid off 9/17/10Global meeting planning company•Assisted in ensuring the smooth operation of day-to-day functions•Researched, analyzed, and sourced meeting locations/venues for clients•Provided presentations to clients•Expertise in the negotiation and execution of complex contracts, in addition to developing client budgets •Staffed on-site logistics team •Liaison with support personnel, Conference Directors, vendors, and clients

Employee Response Center supporting over 7,500 retail stores across the country assisting employees with technical and human resources issues•Managed team of ten employees responsible for handling sensitive HR and technical issues•Assisted representatives with customer issues resulting in resolution and customer satisfaction•Resolved escalated customer calls/issues•Observed live calls and provided feedback and coaching•Created, implemented, and communicated individual performance plans based on results of productivity reports, call observations, and incident reviews•Developed and implemented Quality Assurance Team

Laid off due to corporate restructuringProcessing and service center providing accounting, technology, payroll, and benefits support to all offices throughout the U.S.•Managed group of seven employees responsible for processing benefits in SAP for 35,000 employees nationwide•Converted over 2,000 firm partners to SAP software program within strict deadline•Created and implemented productivity report and distributed to senior management•Made recommendations and assisted with the implementation of benefits enrollment on-line

Defined Contribution Group Service Center and recordkeeper providing 401(k) administration for corporate clients•Managed Defined Contribution Plans for large corporate and middle market clients•Interviewed and hired staff of 22, including research analysts and service representatives•Conducted performance reviews, career development, and salary planning•Monitored participant research inquiries for timely and accurate completion, resolved escalations, and provided follow-up documentation for future rulings•Reviewed and updated online systems and communications for compliance with tax regulations, IRS requirements, and plan document revisions•Developed and facilitated training classes and created training materials for staff and clients•Selected as Service Center Project Leader for planning, integration, and implementation of new clients, including process and procedure development•Nominated and participated in company’s nationwide Quality Program geared toward increasing client/participant satisfaction levels•Developed, implemented, and managed Service Center Rewards and Recognition ProgramAssistant Service Center Team Manager, 1996 to 1998Client Services Specialist, 1995 to 1996Research & Quality Analyst, 1994 to 1995Participant Service Rep/Team Leader, 1993 to 1994

Start-up computer manufacturing company advertising their personal computers in trade magazines•Coordinated day-to-day operations and delegation of work to staff•Responsible for training staff and quality standard implementation•Created and distributed month-end and year-end reports to senior management