Nancy Roach Email & Phone Number

Mentor, Ohio

Leadership responsibility for a team of twenty four customer service reps and four supervisors. Provide vision and strategic directioning to ensure a low effort customer experience. Utilize A3 problem solving/Lean mindset to identify & drive process improvement opportunities, increasing Service Consultant effectiveness,and enriching the overall customer experience. Lead daily MDI (manage for daily improvement) meeting to champion & drive the voice of the customer into the organization. Key areas of focus; ensure a low effort customer experience, order accuracy, employee empowerment, continuous learning and development, identify and drive strong lead measures (4DX) to support team selling and divisional sales growth targets.

Mentor, Ohio

Leadership responsibilities for eight Quality Consultants & three Lab Technicians. Lead and facilitated Customer Service Manage for Daily Improvement (MDI) utilizing PDCA. Aided in the creation and execution of real time customer feedback survey (continuous voice of the customer). Instituted on-line claim entry process to enable customers and sales to enter & track claim activity. Embraced an ELS mindset utilizing standard work principals to drive continuous improvements resulting in a 10 point increase in our customer satisfaction survey rating for claim resolution.

Concord, Ohio

Leadership for three lab technicians. Working Team Leader for eight Quality Consultants. Drove claim resolution for five sales territories, as well as OPNA strategic account. Led claim value stream mapping sessions, facilitated claims prioritization Kaizen event resulting in a 70% reduction in turnaround time. Implemented 5S practices, including regular audits. Created department QSI standard operating procedures.

Concord, Ohio

Supported high volume claims transactions while maintaining timely, thorough and accurate results.Proficient in lab testing equipment and procedures. Strong technical and converting aptitude. Championed the voice of the customer throughout the organization. Role model for Quality Consultant position.

Concord, Ohio

Provided custom samples, product identifications, and product recommendations to customers. Executed lab testing to confirm products fit to use. Conducted and published competitive testing data. Created coating requests for all lab raw materials. Conducted customer lab tours. Developed and implemented lab training programs for new hire sales reps. Direct leadership responsibilities for all temporary department employees.