Stacy Jo Lawson ad00wr@r.postjobfree.com - 504-***-****

District Manager, Operations Manager, Sales Supervisor, Team Leader, Trainer

Data Services Manager

FSC Edge – Omaha, NE

December 2021 - Present

Selected as one of ten to travel and live in France and work at corporate headquarters in Paris, France

Responsible for the implementation of software program that processes data for the United States Patent and Trademark Office

Read and understand the contract, associated FSC Edge proposal, and customer technical specifications

Collaborate with Transition Manager and Quality Assurance Manager to establish data processes in accordance with the Transition Plan

Manage, track and report progress of assigned Transition Plan elements against a baseline set of Transition Plan milestones at a level of detail sufficient to provide Company’s Program Manager and government customer with the visibility needed to determine deviations & risks and address those with proactive solutions and/or corrective actions

Defines productivity targets in coordination with other leaders. Ensures integration of these targets within 1 year and 5 year plans

Responsible for the development and implementation of productivity projects to reduce costs and improve business profitability. Leads projects as well as coaches other project leaders on the implementation of improvements

Integrates productivity in organizational strategies and is responsible for optimal coordination with respect to other competing targets

Define the flow of jobs on the production floor by visual interaction, data collection, and discussing with other team leads. Adjust as needed to meet the customer objectives of production, establishing priorities, monitoring progress, and resolving problems

Establish, track, update, and monitor projects and operational KPI's. Ensures and controls the high productivity standards by internal and external benchmarks

Drive continuous improvement in production efficiencies and quality. Implement Six Sigma principles throughout area of responsibility by directing, training, coaching behavior and supervising its execution. Engages work force in continuous improvement initiatives

Maintains quality service by establishing and enforcing organization standards

Develop, plan, and implement cross training of production staff in multiple roles

Level I Government Clearance for United States Government

Regional Manager

NSC Facility Management - Omaha, NE

January 2019 to May 2020

Directing and supervising contract management in support of multiple states portfolio operations of a national account

Developing systems and processes for improvement of contract management

Analyzing customer's needs in improving effectiveness of contract management services within the assigned area of operations

Analyze and act upon operational and financial reports

Direct and supervise contract costs and overhead

Identify qualified service Suppliers, developing, analyzing and selecting bid proposals from Suppliers to support the operation of the Division

Maintain quality system and processes

Significant travel cross country travel

Sales Supervisor

Hayneedle – Omaha, NE

Started as On-line Retail Specialist in April 2016

Promoted to Sales Trainer in May 2016

Promoted to Sales Supervisor in November 2016

Provide effective supervision and create a positive, high performance shift environment for Service Associates.

Respond to escalated customer inquiries via email and calls in an efficient and effective manner.

Train, coach, and monitor a team of Service Associates.

Managed team’s performance through initial/residual training, goal setting, and effective management to meet all call center expectations set by the organization and specifically the Customer Care Management/Assistant Management.

Manage Associate and team performance via outcome-based reports focusing on key metrics.

Manage the response to service requests from service and email queues.

Provide accurate and concise shift reports to Management.

Monitor calls and emails and evaluate them based on current Quality Assurance guidelines.

Provide input regarding merit or other performance reviews if asked to do so.

Educate Service Associates on Customer Service policies and practices to ensure customer satisfaction.

Enhance organization reputation by accepting ownership and offering new and different requests; explore opportunities to challenge and improve current practices.

Effectively communicate to work-at-home and in-house associates.

Participate in the recruitment and hiring process if asked to do so.

Demonstrate the ability to team build.

Demonstrate the ability to meet deadlines.

Assist on meeting retention, scheduling and incremental hour expectations.

Accomplishments as Sales Trainer -

-Restructured Work At Home Training Program guide and work flow

-Developed and trained Jira Swatch to all associates

-Developed and trained new “Cart” functions to all associates

-Trained and retained all Sales Associates and maintained 100% student retention through OJT

Accomplishments as Sales Supervisor -

-Continued to train WAH Associates while managing assigned sales team

-Selected to lead Lend A Hand Training at Corporate December 2016

-Selected as team representative to lead and host Corporate Executives while taking sales calls

-Developed and implemented December Sales contest—Dash to the Sleigh

-Trained all CCC Supervisors WAH trouble shooting and system use

-Took on additional sales associates from Ohio

-Won December challenge for QA Improvement from November 2016 to December 2016

-Spirit of Hayneedle recipient for November 2016

General Manager

Blue Moon Fitness – Omaha, NE

May 2015 to January 2016

Recruited, hired, trained and developed a high performing staff consisting of Front Desk Representatives, Floor Attendants and Physical Fitness Trainers

Create and maintain a welcoming atmosphere for all members, prospective members and guests and ensure staff follows superior customer service guidelines.

Staff Management

Schedule staff and ensure all shifts are covered in accordance with established schedule.

Lead by example and maintained consistent accountability for direct reports by training and coaching, ensuring adherence to Blue Moon Fitness values and goals.

Administration and processing of all bi-weekly employee payroll.

Resolve employee issues or concerns.

Manage disciplinary activities.

Involved in all front desk related activities including: Answer phones in a friendly manner and assist callers with a variety of questions.

Check members into the system.

New member sign-up.

Take prospective members on tours.

Facilitate all member requests, issues and questions.

Ensure club opens and closes as scheduled.

Oversee cleanliness and maintenance of facility including taking responsibility for largest section of cleaning daily.

Ensure safety of employees, members and club property.

Determine and communicate equipment issues in a timely manner.

Manage marketing efforts by ensuring that staff is aware and trained on all marketing promotions.

Authorize expenditures and refunds.

Make daily bank deposits.

Prepare all HR related forms and send to corporate office.

Track statistics and reports.

Backup support for any employee who is absent.

Participate in management meetings, including monthly off-site group meetings

Communicate daily with immediate supervisor

Complete online training

Read minimum of one book every other month (non-fiction)

Other duties as determined by CEO

Accomplishments

Grew member base over prior year

Increased member satisfaction to top 10% in country

100% Staff Retention

Created numerous contests later implemented with all clubs

District Manager & Operations Supervisor

Amerigas – Ponchatoula, LA

March 2013 to October 2014

As District Manager, responsible included:

All facets of the district with accountability for the district's customer growth and satisfaction, volume growth, EBIT, and employee satisfaction

Directed field staff to ensure that the day-to- day activities including setting schedules and other administrative responsibilities in the district are effectively performed

Provided overall direction of district activities to ensure high levels of customer service performance, operational effectiveness, employee productivity and profitability

As Operations Manager, responsibilities included:

Safety compliance and adherence to corporate safety

policies

Managed fleet of 18 delivery vehicles and enforced strict preventative maintenance plan.

Completed daily, weekly, monthly plant and vehicle inspections. Responsible for the safety of customer installations and worked with State and Federal agencies to remain compliant with regulations.

Accomplishments include remaining accident free under my leadership, marketing campaigns resulted in positive net customer gains for the first time in years, Exceeded EBIT and all employees received bonus, customer satisfaction scores for district supported the regions number one customer service rankings at AmeriGas.

Project Manager

York Risk Services Group - Mandeville, LA

October 2010 to April 2013

Originally employed by FA Richard, task was to work as Project Management to integrate operating systems

Created training videos

Developed training program for York employees and oversaw the implementation of the FA Richard Claims Management operating systems.

Responsible for go-live preparations for all branches of the organization.

Managed client relationships as well as relationships with vendors.

Worked as liaison between Development Team and field representatives.

Notified organization of all system upgrades

Responsible for the management of the Medicare Reporting Compliance Expert system which helped

companies to manage Section 111 claims. Managed over 700 clients and all users.

Served as database manager for all incoming and outgoing claims

Responsible for evaluating strength of system and identify gaps in the system. Developed solutions to these

issues and worked with the Development Team to introduce needs for upgrades to the system.

Regional Operations Manager & Project Manager

Ferrellgas – Illinois/South Dakota/Minnesota Region

September 2003 to October 2006

Served as project manager for the implementation of new mobile technology.

Trained management, office staff and drivers on new technology.

Acted as liaison between corporate and field staff for go-live and ensured all deadlines were met.

Responsible for restructuring of territory with financial plan reducing expenses for area.

Responsible for all district grand opening activities

Responsible for development and implementation of annual marketing strategy

Hired, trained, coached and motivated management team.

Established area financial plan in a way that best utilized district assets to exceed budgeted cash flow.

Area realized positive net customer gains for the first time in 15 years.

City Manager

Enterprise Rent-a-Car – New Orleans, LA; Champaign, IL; Lincoln, NE; Omaha, NE

April 1993 to August 2003

Recognized by management as a leader with ability and drive to take over poorly performing branch locations;

restructure staff and culture; resulting in excellence in customer service, growth and profitability

Relocated

across country to work with underperforming locations

Implemented dealership rental locations which became the blueprint for Enterprise Rent-a-Car on a National

level

Consistent leader in sales, growth, retention, business development, and customer satisfaction

Developed Matrix system which helped to determine which employees were promotable

Matrix emphasized importance of being successful and competitive with all facets of sales

Matrix was implemented group wide and became a staple of managing performance across the country

and implemented at branches across the country

Responsible for all marketing and promotions during grand openings

EDUCATION

Bachelor's in Industrial Psychology

University of Nebraska

1987 to 1991

AWARDS

Walt Disney World University Mouseter Degree

Walt Disney World University Ducktorite Degree

Hayneedle – Spirit of Hayneedle November 2016

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