Nancy Shepard Email & Phone Number

Lead a virtual team of 8 employees. Responsibilities include performance management, compensation, all staffing needs, people care, coaching and counseling. Ensure fulfillment of Service Level Agreements, quality assurance and all client requests are met. Work closely with clients and vendors to build strategic relationships.

• Lead of a virtual team of 17 employees including 1 Team Leader across the United States. Responsibilities included full P&L accountability, fulfillment of Service Level Agreements, building relationships with clients.
• Key participant in the pilot of the new organization. Based upon its success, the new concept was implemented across the country.
• Member on the SmartCompliance adaptation and utilization Kaizen team. Responsible for creating new documentation and training materials for both internal and external use resulting in increased knowledge of the new.
• Participated in several key initiatives of new tools and applications including the call reductions project; misdirected calls; the TCoE Siebel Governance board and the merging of TRS and Tax Direct into one unified.

• Managed a team of 15 individuals and 3 Technical Support representatives. Responsible for maintaining regional goals related to Penalty and Interest, absorbed fees and money movement losses. Acted as a liaison between.
• Established a technical shadowing program designed to enhance associate’s knowledge, provide additional backup and provide career path opportunities.
• Designed and launched Proof of Concept (PoC) to create an integrated service experience for clients.
• Key member of the DSC committee that created consistent processes and documentation for the Offshore team.
• Participated on the committee that created the Financial Services team in the Smart Shore location of Augusta, GA.

• Managed 27 individuals and 26 vehicles. Administered salary justifications and performance reviews.
• Established and enhanced strong relationships with external vendors which raised client customer satisfaction results to over 90%.
• Created departmental Policy and Procedures guidelines and analyzed performance standards.
• Participated in the team that restructured the Delivery Service organization by outsourcing all deliveries with vendors reducing operating costs and vehicle maintenance.

• Responsible for assisting three Client Service managers in monitoring over 40 associates.
• Coached and developed associates for Skill Based Pay training.
• Provided assistance in maintaining team schedule, adherence reports and call evaluations.
• Developed and implemented the associate suggestion program which improved associate commitment and engagement.

Partial Completion Of Msa - Masters Of Science In Administration, Human Resources Management/Personnel Administration, General

Bachelor Of Arts - Ba, Criminology And Sociology With A Minor In Psychology