Amy Thrasher
Glasgow,KY
Summary
Dynamic Project and Operations Manager with over 25 years of experience leading cross-functional teams of over 500 FTEs, focused on enhancing operational efficiency through targeted professional development and streamlined processes. Achievements include a 15% reduction in costs and a 30% increase in customer satisfaction, demonstrating a commitment to excellence. Proven track record in managing multiple projects, developing supervisors, coaching staff, and implementing comprehensive training programs that consistently boost team performance and achieve backlog clearance. Specialized in leadership development and driving continuous improvement initiatives that align with organizational goals, ensuring sustained success and growth. Experienced with operational oversight, including process improvement and team leadership. Utilizes strategic planning to streamline operations and boost productivity. Track record of fostering team collaboration and maintaining high standards of performance. Diligent operations/project manager with a proven background in overseeing daily operations and ensuring process efficiency. Proven track record of optimizing workflows and enhancing team performance to achieve company objectives. Demonstrated leadership in managing cross-functional teams and implementing strategic improvements.
Overview
29
29
years of professional experience
Work History
Operations Supervisor
TEK Assignment: Neovnace-NovoCare Patient Assistance Program
Remote
10.2025 - 04.2026
- Provided operational support for the start-up and successful launch of Neovance—NovoCare Patient Assistance Program.
- Optimized training processes by developing comprehensive materials that improved specialist onboarding and retention.
- Conducted analysis of program trends to establish metrics aimed at driving continuous improvement in service delivery.
- Developed and implemented standard operating procedures in collaboration with cross-functional teams to improve compliance and operational efficiency.
- Directed coaching efforts to empower 100+ specialists (25 direct reports) in exceeding performance goals, fostering a culture of accountability and high standards.
- Delivered real-time support for 50+ FTEs during peak times, significantly reducing response times and improving customer satisfaction.
- Led quality assurance initiatives that surpassed established benchmarks, ensuring adherence to best practices across operations.
- Developed collaborative strategies with team leads to optimize staffing resources and enhance operational productivity.
- Implemented feedback loops for continuous process refinement, aligning team objectives with organizational goals effectively.
- Cultivated a supportive team environment that encouraged professional growth and skill enhancement among specialists.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Fostered a culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction.
- Completed weekly payroll for 25 employees and assisted other operation supervisors as needed.
Project Manager
TEK Systems (Kentucky State CHFS and DCBS)
Remote
08.2023 - 10.2025
- Lead a team of 50+ Business Analyst with three Team Leads assisting the Kentucky State CHFS DCBS Departments with various projects related to medical and other state provided benefits.
- Successfully cleared a 3 year back log for out of state benefits review for Public Assistance Reporting Information System, i.e. P.A.R.I.S Project.
- Updated previous procedures no longer relevant to the project. Working directly with State Department Managers to resolve previous system challenges.
- Trained the Business Analyst on the process and procedures for the project.
- Developed and presented various professional development workshops for supervisors in Effective Communication, Active Listening, Creating Performance Goals, Positive and Constructive Feedback and conflict Resolution.
- Created skill development workshops for analyst
- After completion of P.A.R.I.S project, I was asked to lead my team with various other related projects.
- Successfully managed 11 projects concurrently: Outreach Projects: Request for Information (RFI), Non-Coverage, Incarceration, Medicaid Renewals, and Address Verification, all on going. Special Projects: School Based Services (SBS) grant allocation for DMS (Department of Medicaid Services), providing assistance for Medical Director, Physicians Fee Schedule, Office of application Technology Services for the Office of the Secretary of State KHBE (Kentucky Health Benefits Exchange), Assistant Director II for DMS, Branch Manager for Human Services Program DMS, and Consumer Complaint Investigator (Division of Health Plan Oversight), all ongoing. Successfully completed Cannabis Lottery Preparation Project before deadline with the Division Director with the Office of the Secretary for Family Based Services.
Office Administrator
ALPLA Plant 1
Bowling Green, KY
01.2021 - 01.2023
- Assisted Human Resources with planning and facilitating company-sponsored events.
- Assisted Warehouse Manager with data entry into the vendor database. Produced monthly newsletter.
- Organized employee training sessions on compliance protocols and safety regulations specific to operations.
- Cultivated relationships with vendors to negotiate service agreements, optimizing cost savings for office operations.
- Monitored incoming correspondence and prioritized tasks for immediate attention, ensuring timely responses and follow-ups.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated office supply inventory management to ensure availability without excessive overstocking.
Disease Investigator
TEK (Department of Public Health)
Hybrid
01.2020 - 01.2021
- Worked with State Health Departments to contact individuals reported to have COVID 19 Symptoms
- Contacted 25 to 30 cases per day
- Completed individual symptom reports
- Completed daily follow-ups with documentation
- Implemented quarantine procedures
- Completed quarantine release timely
Call Center Operations Manager
AFNI
Bowling Green, KY
01.2018 - 01.2019
- Managed 500+ inbound/outbound FTEs and 18 Team Leads
- Facilitate leadership development initiatives by effectively motivating, empowering, and providing immediate feedback to employees and leadership. objectives between the corporation, staff, and client.
- Developed comprehensive training programs focusing on compliance with industry regulations and internal policies.
- Monitored call quality metrics, providing actionable insights to enhance customer interactions and satisfaction.
- Facilitated interdisciplinary meetings to align operational strategies with client expectations and service-level agreements (SLAs).
- Executed regular audits of operational processes to ensure adherence to corporate standards and regulatory requirements.
- Strengthened relationships with clients through proactive communication, addressing concerns, and enhancing service delivery protocols.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Developed process controls and metrics for daily management of call center.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced employee turnover by fostering a positive work environment and providing career growth opportunities.
- Handled escalated customer complaints professionally while maintaining composure under pressure situations.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Collaborated with other departments to resolve escalated customer issues, resulting in improved customer retention rates.
- Implemented key performance indicators to track agent performance, driving continuous improvement in service quality.
- Enhanced overall efficiency with the development and implementation of comprehensive training programs for new hires.
- Led cross-functional team initiatives for process improvements, contributing to increased operational effectiveness.
- Ensured consistent delivery of exceptional customer experiences by monitoring calls and providing constructive feedback to agents.
- Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives.
Call Center Operations Manager
SITEL
Glasgow, KY
01.2011 - 01.2018
- Managed 700 FTE and 21 Team Coaches.
- Assisted Site Director in opening the Glasgow, KY outbound call center.
- Established OJT Department training timeline setting KPI goals for each stage of development.
- Provided support to all employees in all areas (Geek Squad, Pacific Sales, Appliances and Repair).
- Provided weekly data for client operations review.
- Developed soft skills training for leadership and FTEs.
- Conducted weekly meetings with individual leads and front-line employees to discuss success and opportunities.
- Conducted side by side and remote call review to provide real-time feedback.
- Developed career paths with employees and leadership.
- Conducted and delivered performance appraisals.
- Collected, analyzed, and presented resolutions for area below expectations.
- Consistent and effective daily operations management of department financials.
- Use Behavioral Interviewing techniques to successfully fill open positions and decrease attrition.
- Reduced attrition to below 12%.
- Achieved and maintained a CSAT (Customer Satisfaction Score) of 95 – 98%.
- Effectively managed project teams and department spending while maximizing Key Performance Indicator (KPI) achievement.
- Achieved Bill to Pay of 3% through open communication and education.
- Addresses potential performance issues and provide solution to Director of Operations.
- Maintained open lines of communication with employees, leads, Human Resources, director, and client.
- Facilitate leadership development initiatives through effectively motivating, empowering, and providing immediate feedback to employees and leadership.
- Coordinated communication and training of policies and procedures, project objectives and KPI's between corporate, staff, and client.
Call Center Supervisor
AFNI
Bowling Green, KY
01.2006 - 01.2009
Call Center Supervisor
Camping World
Bowling Green, KY
01.2005 - 01.2006
Accounts Payable Vendor Relations Supervisor
Dollar General Corp.
Goodlettsville, TN
01.1997 - 01.2005
Education
Associate of Science - Business Management
Lindsey Wilson College
Columbia, KY05-1993
Bachelor of Arts - Middle Grade Social Studies And English
Lindsey Wilson College
Columbia, KY05-1993
Skills
- Effective Communication
- Operations management
- Performance monitoring
- Task delegation
- Customer relationship development/management
- Root-cause analysis
- Scheduling coordination
- Human resources
- KPI tracking
- Amazon Connect
- UKG
- Kronos
- SIMs
- AE
Timeline
Operations Supervisor
TEK Assignment: Neovnace-NovoCare Patient Assistance Program
10.2025 - 04.2026
Project Manager
TEK Systems (Kentucky State CHFS and DCBS)
08.2023 - 10.2025
Office Administrator
ALPLA Plant 1
01.2021 - 01.2023
Disease Investigator
TEK (Department of Public Health)
01.2020 - 01.2021
Call Center Operations Manager
AFNI
01.2018 - 01.2019
Call Center Operations Manager
SITEL
01.2011 - 01.2018
Call Center Supervisor
AFNI
01.2006 - 01.2009
Call Center Supervisor
Camping World
01.2005 - 01.2006
Accounts Payable Vendor Relations Supervisor
Dollar General Corp.
01.1997 - 01.2005
Associate of Science - Business Management
Lindsey Wilson College
Bachelor of Arts - Middle Grade Social Studies And English
Lindsey Wilson College