Early in her career, Nancy was one of a three-person team responsible for training all the employees of a large styling salon chain in customer relations, creative developments and salon management. The result of this monthly endeavor was a 120% increase in one location’s gross sales within two years.
Drawing on that previous customer service experience, Nancy joined USA TODAY, participating in training design and instruction at the company’s award-winning National Customer Service Center. Nancy and the team trained 140 customer service representative, finance, HR and corporate support staff, in addition to recruiting, hiring and training of new hires. Her team also designed and conducted monthly continuing-development training that included system enhancements, time management techniques, conflict resolution, advanced customer service skills, and more, for all Center employees. Nancy also developed the first set of online reference materials available to all Center employees and participated in the development of the company’s first intranet site to house these key materials.
Nancy has received numerous awards for excellence in innovation, process design and process improvement. A training structure and documentation system she developed with her daughter for an industry-standard newspaper circulation system is still in use today. Her training program for this roll-out impacted over 3,000 employees from all over the U.S. In addition, she initiated a library of process documentation for USA TODAY circulation staff that helped staff meet audit requirements for the Sarbanes-Oxley Act.
Nancy has worked with corporate partners, educators and administrators at all levels while developing e-marketing materials/social media, reporting, and strong client relations via printed and online materials, conferences, competitions and exhibits. Her roles at Sysenex reflect her diverse background: she manages customer service, training and social media.