People-First Operations Leader and HR Generalist

Driving operational excellence through people-first leadership, structured processes, and policy-aligned decision-making. Recognized for building high-performing teams, resolving complex workforce challenges, and sustaining compliance across dynamic, fast-paced environments while maintaining a focus on guest satisfaction and staff development. ERIKA LACEY

Dayton, OH • 937-***-**** • ************@*****.*** • www.linkedin.com/in/erika-lacey-7832ab1b7/ HR Generalist & Operations Leader

HR Management People Operations Conflict Resolution Employee Coaching Team Development Empowering teams, optimizing performance, and driving workforce solutions across fast-paced service environments. Resourceful and people-driven leader with 10+ years’ experience overseeing operations, managing HR functions, and delivering team-focused solutions in high-volume service industries. Adept at hiring, onboarding, scheduling, training, performance coaching, and compliance management. Proven ability to resolve complex workforce issues, streamline inventory controls, and enforce operational excellence. Veteran with a strong foundation in administration and leadership, seeking to leverage skills in a collaborative HR or assistant GM role. Core Competencies

Employee Relations • Human Resource Coordination • Staff Onboarding & Training • Policy Compliance • Operations Management • Performance Coaching • Conflict Resolution • Labor Oversight • Scheduling & Workforce Planning • Hiring & Terminations • Inventory Control • Budget Oversight • Safety & Food Compliance • Multi-Department Management • Guest Satisfaction PROFESSIONAL EXPERIENCE

OPERATIONS MANAGER Scene75 / Five Star Entertainment – Dayton, OH 2022 – Present Directed daily operations across one of the largest entertainment venues in the Midwest, with full HR and staffing oversight for a workforce of 175+ employees. Held responsibility for customer satisfaction, employee performance, operational compliance, and financial tracking in a high-volume, fast-paced environment.

Team Management & Workforce Planning: Directed the day-to-day scheduling, supervision, and coordination of 175+ staff across diverse departments. Aligned labor needs with business demands while adhering to labor laws and minimizing scheduling conflicts.

HR Administration & Policy Compliance: Oversaw full-cycle HR activities including new hire onboarding, employee coaching, attendance tracking, performance documentation, and termination procedures in line with internal policy and legal standards.

Customer Experience & Conflict Resolution: Addressed and resolved high-level customer concerns with professionalism and urgency. Acted as a service recovery lead to ensure high satisfaction and brand loyalty across all guest interactions.

Operational Audits & Inventory Control: Conducted weekly and monthly audits of department inventory valued at over

$210K. Instituted loss prevention measures and reinforced accountability among staff for inventory handling.

Cross-Functional Departmental Leadership: Provided hands-on support to the restaurant and food services division, ensuring ServSafe compliance and maintaining food safety standards during peak operational periods. STORE MANAGER GFR Holdings LLC (McDonald’s Franchise) – West Milton, OH 2021 – 2022 Managed a high-performing McDonald’s franchise location, leading a team of 41 staff members across multiple shifts. Oversaw daily operations, enforced brand and food quality standards, optimized labor efficiency, and upheld customer satisfaction and service excellence benchmarks.

Operational Oversight: Executed all day-to-day store operations, balancing customer throughput with food quality, team performance, and cleanliness standards in a fast-paced, high-traffic environment.

HR & Leadership: Conducted employee evaluations, coached team members, and handled scheduling, hiring, and performance management duties to build a high-performing and engaged workforce.

Compliance & Cash Handling: Maintained regulatory standards for food safety and store cleanliness; handled deposits, reconciliations, and daily financial reporting with strict accuracy and accountability.

Guest Conflict Resolution: Quickly and professionally resolved customer concerns to ensure service recovery and satisfaction, preserving loyalty and upholding brand reputation.

Inventory Efficiency: Managed food and product inventory; conducted regular audits to maintain accurate stock, reduce shrink, and support cost-effective supply management.

************@*****.*** www.linkedin.com/in/erika-lacey-7832ab1b7/ TEAM LEAD Walmart / Sam’s Club – Vandalia, OH 2016 – 2021 Oversaw the full operations of all fresh departments, Bakery, Deli, Meat, Produce, Café, and Freezer, in a high-volume retail environment. Led teams to consistently improve inventory accuracy, control department-level budgets, and enhance customer satisfaction across service areas.

Multi-Unit Oversight: Led daily operations for 7 departments in fresh food, ensuring compliance with health codes, company SOPs, and internal quality assurance standards during all shifts.

Workforce Scheduling: Created, reviewed, and corrected schedules to meet dynamic business needs while controlling labor costs, addressing call-offs, and preventing excessive absenteeism or overtime violations.

Hiring & Team Development: Hired and onboarded new associates, managed team performance through coaching, and conducted terminations in full compliance with HR policy and performance documentation procedures.

Inventory & Budget Control: Ordered supplies across multiple departments while adhering to strict budget guidelines; tracked usage patterns and implemented strategies to minimize product shrinkage and waste.

Customer-Centric Operations: Delivered consistently positive guest experiences; promptly resolved complaints, trained staff on service standards, and maintained high customer satisfaction across all fresh food areas. EARLY CAREERS

• Sam’s Club – Vandalia, OH Cashier 2015 – 2016

• The Muddy Truck Patch – Laura, OH Part Owner & CEO

• Social Security Administration – Columbus, OH Social Security Worker o Managed long-term disability claims by collaborating directly with clients, physicians, and healthcare providers to gather medical documentation, clarify case details, and ensure timely, accurate claim adjudication. U.S. Navy Service Summary

Legal Officer & Supply Admin, United States Navy – Served under direct command of ship leadership aboard the USS Cape Cod. Handled legal research, logistics, and secure communications. Held Top Secret Clearance. EDUCATION & CERTIFICATIONS

Associate in Business University of Phoenix – Remote, 2024 Certifications

Certified Food Safety Manager

ServSafe Certified

Valid Driver’s License

TECHNICAL SKILLS

Microsoft Office Suite • Microsoft Excel • Outlook • Payroll Systems (ADP) • POS Systems • Inventory Software • Scheduling Platforms

• RF Scanners • CRM Tools • Forklift Operation • Data Entry Platforms • Food Compliance Systems

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