4529 Denver Drive, Plano, Texas 75093

Nancy Cabibi

972-612-2820 Home 214-629-6262 Cell

nancycabibi@verizon.net

Process Improvement Manager

Trainer

PROFESSIONAL EXPERIENCE

Facilitator/Trainer – Maritz/General Motors, Nov 2004 – present

Business partner working with Texas auto dealerships for the on-site execution of General Motors Standards For Excellence

facilitation/training program, designed to increase revenue, profit, and customer satisfaction at dealerships

Lead monthly business performance meetings designed to lay the foundation for improvement in each dealership

Coach dealership owners/management in identifying their vision, mission, values, goals, business strategy, departmental

work plans, process improvement opportunities, and training needs

Facilitate departmental and cross functioning employee teams to establish processes and activities that increase revenue while

delivering an exceptional customer experience

Perform employee job skills analysis and identify department and individual employee training needs

Design and implement training curriculum, classroom materials, job aides to address dealership unique training needs

Train dealership owners/managers in leadership and employee development in order to build high performing teams

Train employees in sales skills, customer service skills, GM computer systems, and dealership work flow processes

Speaker at management and employee meetings to assist in their understanding of business environment, provide direction,

spread leadership message, create urgency, solicit employee input, or remove fear of change

Analyze and bring customer and employee research data to life, facilitate information flow and research utilization across

organizational boundaries resulting in actions that deliver desired sales and customer satisfaction results

15% average increase in sales revenue by working with sales and service leadership to use GM systems to identify prospective

customers and establish work plans that result in greater market share

8% average increase per year in customer retention by developing dealership activities that focused on customer needs and

delivering a world class customer experience

Customer Business Services Representative – Dr. Pepper Snapple Group, Jan – Nov 2004

Supply chain management; worked with sales reps, grocery retailers, food brokers, warehouses, and the logistics partner to

facilitate shipments of Dr. Pepper products to grocery retailers in northeast US

Identified process issues, reduced shipment errors/product shortages, and billing issues in effort to deliver highest service to

the customer

Designed and implemented a new process to handle charitable donation orders more quickly and reduce redundancy

Contract Consulting Assignments, June 2003 – Jan 2004

Sales Logic - Contracted to determine why employee productivity was low at a sales outsourcing company. Interviewed

employees and performed time & productivity studies, interpreted findings and reported results of study. Implemented

recommendations focusing on job definition, communication, risk management and workplace environment. Improved

employee productivity, morale, and lowered risk of information loss

Voyager Learning - Contracted to improve order quality and reduce error rates on educational orders in a large distribution

center. Analyzed procedures, made recommendations which improved order quality and error rate

Manager of Training, Call Quality & Process Improvement – Daisytek International, June 1997 – June 2003

$80,000 increase in profit annually achieved by increasing productivity and lowering turnover

Responsible for development and adherence of the Training and Call Quality annual budgets

Directed Training and Call Quality functions dedicated to skills development of Daisytek corporate office employees including

sales, call center, non-selling employees and management in accordance with company goals and objectives

481% increase in trainer productivity accomplished by expanding training to non-selling, distribution, and international

employees

78% increase in revenue driven training in 2002 achieved by focusing on job specific sales training

10% increase customer satisfaction by redesigning Call Quality monitoring process

Sent to Australia to uncover reasons why this business unit was under performing and created successful turnaround plan

Project Manager for other executive level corporate projects such as company acquisitions, customer presentations, business

unit start ups, executive compensation, job descriptions, turnover studies, salary surveys, corporate recruiting process

redesign, code of conduct review/employee training, warehouse process review, leadership planning and corporate events

Facilitator

Nancy Cabibi - 972-612-2820 or 214-629-6262

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Corporate Trainer – Daisytek International

Developed and maintained training curriculum, training manuals, workbooks, tests, job aides, and other documentation

Classroom training for Daisytek corporate office employees, management, sales, non selling, and call center employees

Specific training focused on JD Edwards computer skills, company history, product knowledge, inventory inquiries, sales

order entry, shipping, sales techniques, and new hire orientation

Designed and delivered training curriculums for several call center clients such as Hughes RCA Electronics, TechWave,

Tommy Hilfiger, and Nokia

Increased revenue by 15% by designing and implementing Daisytek’s first sales training program

Promoted to Manager of Training, Call Quality, and Process Improvement

Retail Sales Account Executive – Daisytek International

Responsible for Daisytek’s largest US accounts; Office Max & Office Depot in $50 million territory

Trip winner for having largest increase in revenue

Promoted to Corporate Trainer

Additional Experience:

Trainer:

Lanier Business Products – Classroom and on-site customer training

Training Manager: Innovative Office Systems – Classroom and on-site customer training, coordinated product installations

Additional Retail Experience:

Sales and Management experience: JC Penney, The County Seat, IH Rubenstein’s, Wilson’s Catalog Showrooms, Brooks

Fashions, and Maison Blanche

EDUCATION

SkillSoft Corporation - Web Based Training and Design

American Management Association - Train the Trainer Series, How to Be A Better Trainer

Cornerstone Management - Leadership Certification

Zig Ziglar – Selling By Design Sales Course

Dale Carnegie - 9 Week Sales Course (Winner of 2 “Sales Talk” awards)

Louisiana State University, Baton Rouge, LA – Business Administration