Elizabeth (Liz) LaCroix
High Ridge,MO
Summary
Results-oriented Operations Leader skilled in compliance management and staff development. Improved workflow and customer satisfaction through strategic training initiatives and relationship management. Enhanced employee morale and reduced turnover with innovative incentive programs.
Overview
28
28
years of professional experience
Work History
Director of Operations
RN Services Private Duty care
Ballwin, US
04.2022 - Current
- Managed day-to-day operations of a large staff in multiple departments.
- Oversaw daily operations and staffing for private duty care services.
- Trained and mentored staff on best practices in home care services.
- Streamlined communication between caregivers, clients, and families for effective support.
- Ensured compliance with state regulations and industry standards in caregiving practices.
- Created policies and procedures for improved workflow processes.
- Resolved customer service issues promptly, enhancing customer satisfaction and loyalty.
- Worked with management team to develop operational goals aligned with business strategy.
- Provided leadership and guidance to subordinate managers and supervisors.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Developed client relationships that contributed to business growth and increased account retention.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Organized and oversaw work schedules of departmental managers.
- Improved employee turnover by implementing incentive and training programs that fostered engagement.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Service Manager
EMPLOYER SERVICES COMPANY
Granite City, US
07.1998 - 04.2022
- Resolved customer complaints to enhance client satisfaction and loyalty
- Supervising a staff of five employees on a daily basis
- Conduct in-service trainings in the areas of Unemployment Cost Control and Human Resources as well as various specialized trainings such as Harassment in the Workplace
- Provided Human Resources counseling and guidance to clients across diverse industries
- Compile and Protest claims for unemployment compensation on behalf of clients
- Prepare Appeal Letters on behalf of clients for cases that have to be adjudicated further
- Generated monthly, quarterly, and annual progress reports to illustrate account advancements for clients
- Performed data entry tasks to ensure accurate record-keeping.
- Executed various office tasks to support daily operations.
Customer Service - Part Time
WESTFIELD CORPORATION
St. Louis, US
05.2001 - 03.2002
- Greeted customers in the Administrative Office for the shopping center
- Resolved customer complaints using effective communication and problem-solving strategies, improving customer satisfaction.
- Managed sales of gift cards, strollers, and baggage handling services to enhance customer experience.
- Dispatched Maintenance and Janitorial throughout the property
- Accepted incoming rental fees for processing by tenant owners
- Completed and processed insurance claims for incidents/accidents on the property
- Supported marketing projects and shopping center promotions to drive customer engagement and increase foot traffic.
- Various data entry and office duties as assigned
Caregiver
SENIORS HOME CARE
Webster Groves, US
01.2000 - 01.2002
- Supported clients with bathing and hygiene routines, ensuring personal cleanliness and promoting overall well-being
- Delivered personal care and light housekeeping services to enhance clients' comfort and living environment
- Distributed medication to clients
- Transported Clients to physician visits, hospital stays, dining out, etc.
- Facilitated errands for clients, including grocery shopping and prescription pickups, to support their daily needs and independence
Education
Gerontology and Health Services -
St. Louis Community College
St. Louis, MOSkills
- Operational strategy
- Performance management
- Workflow optimization
- Compliance management
- Customer relationship management
- Staff supervision
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Director of Operations
RN Services Private Duty care
04.2022 - Current
Customer Service - Part Time
WESTFIELD CORPORATION
05.2001 - 03.2002
Caregiver
SENIORS HOME CARE
01.2000 - 01.2002
Service Manager
EMPLOYER SERVICES COMPANY
07.1998 - 04.2022
Gerontology and Health Services -
St. Louis Community College