1. NANCY A. CLABOTS
614 Springbrook Trail North Oswego, IL 60543
630-897-0474 (Home) 847-668-9344 (Cellular)
nancyclabots@sbcglobal.net
SUMMARY
Energetic, results-driven client relations manager with an extensive background in field/associate training.
Background includes training, quality control, client relations, credit analysis, sales, supervising, and payroll.
Demonstrated abilities in customer focus, planning, supervision of high priority projects, motivating, and
behavior-based coaching and developing of employees to exceed corporate expectations.
PROFESSIONAL EXPERIENCE
NATIONAL EXRESS CORPORATION, Warrenville, IL 2011 - Present
Business Development Manager 2015 - Present
Responsible for managing National Charter customer accounts. Developing new relationships as well as
maintaining my existing customer base. I have also continued the duties performed as the Sales Coordinator,
while taking on the chair position on our morale committee.
National Charter Sales Coordinator 2011 - 2015
Coordination of charter bus sales with 234 customer service centers (CSC) across Northern America.
Responsibilities include creation of new tools for field use, working closely with CSC's to train use of new tools,
assisting field with questions on Compass, (front end data base) as well as ORACLE billing system, conference
calls to share best practices, as well as discuss challenges facing field locations as related to their charter
budgets. Develop sales strategies to support field customer service centers charter revenue targets; assess and
monitor locations determined to be at risk for not achieving revenue targets.
• Proven track record of 9% increase of business over prior year since my on boarding
• Web-ex conferences to train field on new tools
• National account management with high profile clients focusing on customer service and retention
• Developed business relationship with major sports event planner
• Mentoring Regional Sales staff, monitoring progress and implementing strategies for improved results
• Chair our company morale committee, celebrating service anniversaries, employee of the month, etc.
• Budgetary responsibilities with committee position, as well as charter department
NATIONAL BINDING SUPPLY & EQUIPMENT, North Aurora, IL 2010 - 2011
Marketing Specialists
Responsibilities include but are not limited to: the development and design of marketing literature on specific
products for publication to the customer base on a monthly basis. Creating a master excel spreadsheet with
every vendor, product description, part number and cost, this is used to create account specific price lists forms.
Maintain vendor contacts for continued price updates.
• Re-Wrote commercials highlighting NBS&E products and services played while customers were on
hold.
• Created and published photo book for local school's sports team.
• Automated the Maintenance Agreement process by using Excel to create a spread sheet for each
customer along with the equipment covered and related costs information.
• Developed the process to maintain order information for multi-million dollar client in order to exceed
their expectations on receiving delivery information.

2. Nancy A. Clabots 630-897-0474 Page 2
NATIONAL EXPRESS CORPORATION, Warrenville, IL 2009 – 2010
Team Lead
Behavioral based coaching and developing a team of up to 15 incumbent associates and 22 temporary associates
in a start up contact center related to home to school transportation. Responsibilities included setting the
standards for metrics such as Average Handle Time (AHT), After Call Works (ACW), hold, transfers and
quality. Also included development of training materials, performance based interviewing for associate
positions, P & L responsibilities, disciplinary actions up to and including terminations.
• Introduced Customer Service week celebrations elevating team morale by showing appreciation to front
line associates. Also introduced concept of customer service appreciation week to our international
visitors from Mexico touring our facilities with the intention of modeling our program at their
University.
• Reduced cost per call from a high of $21.00 per call at July month end to $7.01 by year end resulting in
a 75% cost reduction by monitoring and teaching alternative techniques.
• Cut hold times from 29 seconds down to 2 seconds through coaching, allowing customer satisfaction to
measurable increase and having a projected savings of $500,000 over a year.
• Created a soft skills training class designed to increase associates understanding of customer
satisfaction. Class started out local and due to the success of the results was expanded to out of state
locations.
• Decreased external transfers from a record high of 12% in July to 1% as of month end in December by
empowering associates with alternative methods other than transfer.
• Demonstrated ability in producing desirable and sustained results through positive actions.
Systems used: Access Data Base, ORACEL, Microsoft office, Visio, Excel, Cisco Web Reporting, Cisco Agent
Desktop, Windows Instant Messaging, Internet and Power Point.
SEARS HOLDING CORPORATION, Naperville, IL 2006 - 2009
Team Manager (2007 - 2009)
Coached and developed a team of up to 24 associates with major emphasis on quality and delivery completion
rates, attendance, and annual reviews based on job performance as well as company vision.
• Introduced perfect attendance program lowering absenteeism from 32% to 11% in the first month.
• Saved $575,000 in customer sales as a result of direct customer contact and focus.
• Recover cost incurred by carrier errors. Lowered exposure from $112,000 weekly to $24,800 weekly.
This generated a 45% cash savings weekly.
• Goal was 53% for saves and 22% for concessions. Team results were 78% on saves and 18% on
concessions.
• Increased retention of employees by 15% over prior year.
Same Day Router, Elgin, IL (2006 - 2007)
Responsible for assigning service orders to company technicians in the St. Louis area.
US CELLULAR, Bolingbrook, IL 2005 - 2006
Customer Service Supervisor
Responsible for coaching and developing a team of up to 12 associates with emphasis on quality and
developing, payroll, attendance, quarterly as well as annual reviews based on job competencies as well as
statistical metrics.
• Monitored and gave feedback on six calls per associate each month, consistently producing .01% to .
02% variance, far exceeding the variance rating goal of 5%.

4. Nancy A. Clabots 630-897-0474 Page 3
SPRINT, Bolingbrook, IL 2004
Customer Service Representative
Provided a broad range of customer service functions, including billing, account activations/changes and
technical problem solving with an emphasis on resolving the most challenging customer concerns.
• Consistently exceeded sales goals by persuasively explaining features and benefits of products.
• Maintained outstanding customer service during major company re-organization.
VERIZON WIRELESS, Elgin, IL 2001 - 2003
Customer Service Supervisor
Managed a team of 16 on-line associates with emphasis on quality coaching and developing, payroll,
attendance, and performance reviews.
• Chosen to head a major bill error project, supervising teams for three call centers. Saved $500,000 in
revenue by correcting 47,000 bill errors in 30 days time.
• Was the recipient of 28 Customer Commendations and Employee of the Month award for three months.
• Promoted from Senior Customer Service Representative to Supervisor.
EDUCATION
Morton Junior College, General Business
J. Sterling Morton West High School, Berwyn, IL