Operations Manager Distribution Center
Resume:
Stacy Jo Lawson
Ralston, NE *****
*********@******.***
Authorized to work in the US for any employer
Work Experience
Learning Operations Manager
Dollar General Distribution Center - Blair, NE
Present
Learning Operations Manager and Business Coach. Manager responsible for all training and content development within the Distribution Center.
Operations Project Manager
FSC Edge - Omaha, NE
December 2021 to February 2023
Essential Functions:
• 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.
• Other
Regional Manager
NSC Facility Management - Omaha, NE
January 2019 to May 2020
Responsibilities and Duties
• Training and development for cleaning teams, Century Link associates and other suppliers and vendors
• 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.
Training Manager-Sales Supervisor
Hayneedle - Omaha, NE
April 2016 to January 2019
Provide effective supervision and create a positive, high performance shift environment for Sales Associates. Respond to escalated customer inquiries via email and calls in an efficient and effective manner. Train, coach, and monitor a team of Sales 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. Essential Functions:
• 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
• Training and development of staff
• 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
AmeriGas - New Orleans, LA
March 2013 to October 2014
As District Manager, responsible 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 Inc. - New Orleans, 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. Operations Manager
Ferrellgas Partners - Omaha, NE
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
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. This plan was adapted by home office
and implemented at branches across the country.
-Responsible for all marketing and promotions during grand openings. Education
Bachelor's in Industrial & Organizational Psychology University of Nebraska-Lincoln
August 1987 to December 1991
Industrial Psychology
University of Nebraska-Lincoln - Lincoln, NE
August 1987 to December 1991
Skills
• Business Development
• Key Holder
• Profit & loss
• Conflict management
• Healthcare management
• Customer relationship management
• Microsoft Excel
• Leadership
• Conflict management
• Profit & loss
• Healthcare management
• Contract Management
• Content Development
• Facilities Management
• Customer service
• Project Management
• Marketing
• Budgeting
• Research
• Data center experience
• Communication skills
• Management
• Operations management (10+ years)
Certifications and Licenses
Driver's License
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