Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Nancy Loughlin

Wyckoff,NJ

Summary

Experienced Global Mobility Lead with a demonstrated history of working in the Human Resources industry. Skilled in Global Mobility in both International and Domestic relocations, Customer Service, Expatriate & Assignment Management, International Household Goods and Team Building. Over 22 years of experience in client support, employee relocation services, and leading a team of relocation managers. I have been the lead contact for major Fortune 500 clients and have been recognized with several key promotions during my career. I have completed a 3-year successful onsite role with the company's largest client which led to the renewal of their relocation contract. Dedicated to servicing clients and their relocating employees to ensure a successful relocation experience.

Overview

27
27
years of professional experience

Work History

Client Service Manager, GMS

Weichert Workforce Mobility
01.2019 - 12.2023
  • Leading our service team, engaging daily with our relocation counselors ensuring our teams are adhering to SLA's, contracts, policy, service delivery, data integrity, and compliance.
  • Provide timely responses to client and customer inquiries and requests for service.
  • Coordinate with internal teams to develop strategies for addressing customer needs in a timely manner.
  • Analyze customer feedback to identify trends, opportunities, and areas of improvement.
  • Collaborate with cross-functional teams on projects related to client service initiatives.
  • Conduct regular meetings with clients to review progress on active relocations.
  • Managed a team of 10+ customer service counselors, provided guidance and facilitated training sessions on company's policies and procedures, provide daily support on operations, performed audits and employee performance reviews.
  • Manage client relationships to ensure satisfaction with services provided.
  • Responsible for growing client relationship, upselling opportunities and client retention.
  • Research industry trends and best practices related to client services to stay ahead of competitors.
  • Developed creative strategies for resolving difficult customer service issues.

Mobility Consultant

Celgene Corporation
04.2016 - 01.2019
  • Mobility Consultant working onsite with a corporate client on the management and service delivery of their global mobility program both in international and domestic relocations.
  • Partnered with HR business leaders, internal stakeholders and recruiters to discuss and assess mobility needs.
  • Coordinated with client to ensure successful implementation of mobility projects.
  • Worked closely with client to ensure their satisfaction with mobility services provided.
  • Recommended strategies that would help optimize cost savings while maintaining quality standards.
  • Managed exceptions and escalations.
  • Created assignment, repatriation and amendment letters.
  • Met with employees to discuss and set expectations for relocation and provided continual support.
  • Produced detailed and relevant reports for use in making business decisions.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Evaluated current processes to develop improvement plans.
  • Participated in vendor meetings, status/update calls and review of program management.

Team Leader, International Client Services

TheMIGroup
03.2006 - 04.2016
  • Primary responsibility of leading and participating with an assigned team of Relocation counselors.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Created training materials and conducted group training on new processes or procedures.
  • Monitored daily workflow to ensure adherence to established policies, procedures and SLA's.
  • Ensure the team is managing individual customer relocations with appropriate communication and at promised service levels.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Held weekly team meetings to inform team members on company news and updates.

Senior Relocation Manager, International Client Services

TheMIGroup
04.1997 - 03.2006
  • Responsible for the management and single point of coordination for corporate relocation programs.
  • Coordinate a smooth transition for the relocating employee and family including the overall management and logistics of International and Domestic household goods.
  • Coordinated with vendors to ensure timely completion of tasks associated with relocations.
  • Organized and facilitated the relocation of employees adhering to client policy, including arranging for housing, transportation, visa processing, tax and other related services.
  • Participated in client status update calls, vendor meetings and presentations.

Education

BS, Business Management and Administration -

St. Peter's University

Skills

  • Expatriate Management
  • Assignment Management
  • Team Management
  • Enhancing Employee Experience
  • Client Services
  • Client Relations
  • Team Building
  • Account Updates
  • Expense Management
  • Global Freight Logistics
  • SAP
  • Salesforce
  • Microsoft Suite
  • Outlook
  • Report Generation

Timeline

Client Service Manager, GMS

Weichert Workforce Mobility
01.2019 - 12.2023

Mobility Consultant

Celgene Corporation
04.2016 - 01.2019

Team Leader, International Client Services

TheMIGroup
03.2006 - 04.2016

Senior Relocation Manager, International Client Services

TheMIGroup
04.1997 - 03.2006

BS, Business Management and Administration -

St. Peter's University

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Nancy Loughlin