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Nadia Bailey
West Hartford,CT
Summary
Operations leader with proven success in managing teams exceeding 40 professionals across various business functions. Expertise in developing KPI-driven accountability systems and executing compliance initiatives that enhance operational performance and workforce development. Currently pursuing MBA with a focus on operational excellence and continuous improvement.
Overview
11
11
years of professional experience
Work History
Senior Operations Manager
American Income Life (Philip Prata Organization)
Middletown, USA
01.2023 - Current
- Direct operational performance and workforce management initiatives supporting a team of 40+ professionals across multiple business functions.
- Implemented KPI-driven accountability systems and performance reporting processes to improve productivity, retention, and operational visibility.
- Led compliance and quality assurance initiatives, ensuring adherence to organizational standards and operational controls.
- Developed SOPs, reporting frameworks, and workflow improvements that increased operational consistency and scalability.
- Partnered with leadership teams to analyze performance data, support forecasting efforts, and drive continuous improvement initiatives.
Operations Manager
American Income Life (Philip Prata Organization)
Middletown, USA
01.2021 - 01.2023
- Managed and developed a team of 25+ agents and frontline leaders through coaching, onboarding, and performance management.
- Designed and implemented standardized onboarding and client recovery processes that increased account reinstatements by 40% within 90 days.
- Coordinated workflow improvement initiatives that enhanced productivity and reduced operational bottlenecks.
- Maintained CRM reporting accuracy and operational data integrity to improve leadership visibility and decision-making.
Division Assistant
Good Shepherd Services
Brooklyn, USA
01.2018 - 01.2020
- Supported operational activities for nine school-based programs through reporting, scheduling, communications, and program coordination.
- Managed documentation, expenditures, and compliance-related reporting to support organizational effectiveness.
- Coordinated stakeholder engagement initiatives and community partnership activities.
Educational Case Manager
LaGuardia Community College
Long Island City, USA
01.2015 - 01.2017
- Managed participant documentation and compliance tracking to ensure program adherence and successful reporting.
- Facilitated job readiness workshops and supported recruitment and onboarding to enhance participant preparedness for employment.
Education
Master of Business Administration - Organizational Leadership
University of Connecticut School of Business
Storrs, CT05-2027
Bachelor of Science - Behavioral Science
Mercy College
Dobbs Ferry, NYAssociate of Applied Science - Human Services
Westchester Community College
Valhalla, NYSkills
- Operations management
- Process improvement
- KPI analysis
- Quality compliance
- Change management
- SOP development
- Root cause analysis
- Performance management
- Strategic planning
- Workforce development
- Cross-functional teamwork
- Data analysis
- Process mapping
- Microsoft Excel
- CRM strategy
Projects
Operational Process Improvement, Developed standardized onboarding, reporting, and client recovery processes that improved operational consistency, accountability, and performance outcomes across multiple teams.
Languages
English
Professional Development
- Lean Six Sigma Green Belt (in Progress)
- Project Management Professional (PMP) Preparation
Timeline
Senior Operations Manager
American Income Life (Philip Prata Organization)
01.2023 - Current
Operations Manager
American Income Life (Philip Prata Organization)
01.2021 - 01.2023
Division Assistant
Good Shepherd Services
01.2018 - 01.2020
Educational Case Manager
LaGuardia Community College
01.2015 - 01.2017
Master of Business Administration - Organizational Leadership
University of Connecticut School of Business
Bachelor of Science - Behavioral Science
Mercy College
Associate of Applied Science - Human Services
Westchester Community College