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In her role as the Director of Customer Support Services, Nancy oversees the approximately fifty people who monitor our clients’ equipment and interact with their customers. As the head of our IPASS, IPARC, and e-service divisions, she is directly responsible for developing the practices that guide the professional customer service our representatives provide, supporting our employees in delivering the best possible service to our clients, and working with our R&D team to ensure our representatives always have the most effective tools to support our clients.

Nancy’s been with Precise ͵ÅÄ͵¿ú since 2004. In those sixteen years, her role with the company has grown from datacentre support to establishing our first customer service department dedicated to parking violations collection and monthly parking management. While in the role of enforcement manager, Nancy was responsible for creating our 24/7 monitoring station and e-service team, and for extending our patrol team’s hours to seven days a week, all of which she did with a view to improving the service we can offer our clients.

Since the monitoring department’s inception, Nancy has been continually innovating service methodologies, improving SLAs, and creating robust reporting systems to track how we’re doing and identify where we can still do better. The standards she sets for her staff she models herself by providing exemplary customer service during escalation processes, mentoring her staff so they achieve their best, and being available to her staff 24/7 to address their and our clients’ issues in real time.

Nancy brings with her a great deal of international consultancy experience as well, developing and growing foreign markets, and working as the director of a firm based in Toronto and Hong Kong with subsidiary offices in Taipei, New Delhi, and Beijing. In these roles, and continuing into her position at Precise ͵ÅÄ͵¿ú, she has developed an ability to quickly identify and solve problems, keep an open line of communication as well as an open door policy for her staff, and set an example of dependability and reliability that inform the culture of our monitoring and customer service divisions.

As a demonstration of her commitment to professionalism and continual process improvement, Nancy is an associate member of the Project Management Institute. And with a strong sense of the important things in life, she enjoys hosting family dinners and gives herself time to appreciate the wildlife on walks at her country home.

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