Jasmine Lacy
Oshkosh,WI
Summary
Accomplished leader with a robust background in team management and business development, demonstrating a proven track record of enhancing operational efficiency and spearheading strategic growth initiatives. Strong analytical problem-solver skilled at implementing transformative changes that drive company success. Committed to leveraging training, monitoring, and morale-building techniques to maximize employee engagement and performance, ensuring consistent value delivery to both the team and the organization. Passionate about fostering an environment that encourages innovation and collaboration, leading to impactful results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Residential Care Manager
GT Independence
Oshkosh, WI
12.2023 - Current
- Leading the recruitment, hiring, orientation, and training processes to ensure timely staffing and consistent care delivery.
- Coaching frontline caregivers through targeted drills and shadowing, improving competency and sustaining reliable resident support. Implemented standardized training modules and competency checks to meet regulatory standards and ensure consistent program delivery.
- Designed an activity-based engagement program that increased resident participation and improved daily mood and cooperation. Established regular multidisciplinary case reviews to align caregivers, therapists, and families and accelerate ISP decision-making.
- Managing the daily facility operations, including scheduling and performance oversight, to maintain uninterrupted service delivery.
- Optimizing staffing assignments by matching caregiver strengths to resident needs, improving coverage consistency and service reliability.
- Developed a data-informed improvement plan to track incident trends and guide targeted safety interventions.
- Auditing program practices and implemented corrective actions to maintain regulatory compliance and reduce risk.
Call Center Manager
The Good Feet Store
Milwaukee, WI
07.2022 - 12.2023
- Mentored new hires on orthotic product knowledge and sales techniques, producing measurable improvements in team competency.
- Recruited and selected call center candidates based on skills and culture fit, reducing turnover with stronger hires.
- Generated and delivered sales and operational reports to inform staffing and revenue decisions.
- Improved ASA, SLA, AHT, and abandoned call rates by analyzing workflows and implementing targeted process changes.
- Led weekly team meetings to enforce policies, review performance, and drive development initiatives.
- Designed operational protocols to align call center capacity with current and forecasted demand, improving service consistency.
Manager Of Business Development and Sales
Next Level Outsourcing
Oshkosh, WI
08.2019 - 12.2022
- Led full sales cycle for BPO call center, securing real estate investor contracts and closing deals. Reduced operational costs by hiring and coaching US and Philippines agents to improve performance and profitability.
- Enhanced team productivity through targeted training and motivation, achieving measurable performance gains.
- Developed and managed sales programs via strategic staffing and targeted training initiatives.
- Monitored team metrics and implemented corrective strategies to address performance gaps.
- Consistently met or exceeded call metrics and optimized coverage through strategic scheduling. Improved sales outcomes by creating pre-call plans and conducting structured post-call evaluations.
- Collaborated with marketing to design and execute multi-channel advertising campaigns that supported lead generation.
Sales Account Manager
Pearl Payments
Appleton, WI
06.2016 - 08.2019
- Coached account reps on tactical negotiation and objection-handling techniques, building team capability and sustaining steady improvements in close consistency.
- Developed and maintained client relationships to retain accounts and drive territory revenue growth. Achieved a 100% improvement in closing rate, securing 20 new accounts per month.
- Monitored competitor activity and informed marketing plans to improve positioning and promotional effectiveness.
- Analyzed client portfolios and market signals to reshape sales messaging, enabling clearer ROI discussions and deeper alignment with merchant business goals.
- Coordinated regular sales meetings to align targets, review campaign performance, and refine strategy.
- Maintained organized account plans and pipeline records to ensure accurate forecasting and timely follow-ups, supporting predictable territory performance.
Education
Associate of Applied Science - Health Sciences
Herzing University
Brookfield, WI01.2014
Skills
- Effective Communication
- Operational strategy development
- Health and safety regulations adherence
- Employee Performance enhancement
- Team Management
- Business growth initiatives
- Individualized care strategies
- Staffing and Selection
- Precision-focused approach
- Analytical decision-making
Certification
- Registered Medical Assistant/Clinical through American Medical Technologist (AMT)
Timeline
Residential Care Manager
GT Independence
12.2023 - Current
Call Center Manager
The Good Feet Store
07.2022 - 12.2023
Manager Of Business Development and Sales
Next Level Outsourcing
08.2019 - 12.2022
Sales Account Manager
Pearl Payments
06.2016 - 08.2019
Associate of Applied Science - Health Sciences
Herzing University
Awards
Graduated cum laude, GPA 3.7, Classs Ranked 10%