Nancy Shiver Email & Phone Number

United States

Rolling Meadows, IL, US

Hartford, CT, US

• Ensure Lean Six Sigma work system is the way we do business at The Hartford, keeping the customer at the center of everything we do.Contact Center ManagerManaging 24/7/365 call center accepting first notices of loss.
• Instituted change management and morale improvement programs to improve employee environment, resulting in improved satisfaction survey scores over one year (Kenexa)o Engagement up 15%o Enablement up 18%o Diversity and.
• Identified trends and training shortfalls and implemented multi-faceted quality improvement plan, resulting in 7% increase over one year
• Created and implemented new operating schedule in a virtual environment to meet service level agreements without incurring additional personnel costs
• Planned rollout and change management programs associated with new telephone system implementation
• Coach and mentor personnel to provide candidates for management positions

• Implemented and managed first ever contract of 24/7/365 call center providing operator services for 12 installations located throughout six states
• Identified key performance indicators dictated by government client, created training program, interviewed and selected personnel, and answered first calls within 3 weeks of contract award.
• Exceeded all required US Government contract Service Level Agreements (talk time, speed of answer, abandon rate) for the duration of the contract.
• Managed to 34% less salaries and benefits expense than budgeted for the life of the contract.o Personally reviewed queries and system tests to demonstrate that existing ACD system was incorrectly programmed, causing.
• Coached and mentored personnel to improve performance and provide candidates for management positions.

Tokyo, JP

• Managed subcontractor call centers supporting Sony’s direct retail channel customers
• Collaborated on training plan and subject matter for new, mid-level, and tenured employees, including sessions on Sony products, culture, and the value of the Sony brand.
• Architect of Frequently Asked Questions section for use by customers and representatives in Customer Relationship Management application (RightNow Technologies).
• Key team member with Sony Distribution, Sales Planning, Logistics, and Supply Chain to ensure clear and constant communication regarding internal and external customer feedback, with emphasis on creating clear customer.
• Developed project plans (specific interrelated daily, weekly, monthly goal sets) to address low first call resolution (FCR) and excessive talk time. o FCR increased from 22% to 83% over one year.o Talk time dropped.
• Key team member on creation of customer surveys. Utilized responses to build project plans to address shortfalls in training, performance, and technology platforms. o Net Promoter Score (NPS) increased from 3 to 8 over.

Minnetonka, Minnesota, US

• Managed call centers operating 24/7/365 to support clients’ domestic and international travel activities
• Analyzed operation details and profit/loss statements to create complex project plans addressing $500,000 loss year-to-date (6 months). By the end of that year, loss was cut to approximately $100,000. In the following.
• Utilized Six Sigma and Project Management methodologies to identify opportunities and challenges, design plans, implement actions, and monitor results. Change management and motivation programs were simultaneously put.
• Provided leadership and direction with necessary actions and goals to multiple levels and departments to build a supportive cross-functional environment.
• Coached and mentored personnel to provide candidates for management positions.

Master'S Degree, Organizational Leadership

Certificate, Project Management Professional

Bachelor, Human Resources Management

Bachelor, Business Administration

Education record