Kacey Newton

Louisville,KY

Summary

Results driven professional with expertise in customer and resident experience. Proven track record of enhancing service delivery, driving revenue growth, and achieving high customer satisfaction through strategic KPI monitoring.

Overview

years of professional experience

Work History

People / Customer Experience Manager

Prudential Heating & Air Conditioning

Louisville, KY

10.2020 - 03.2026

Own the full customer and resident journey, ensuring a consistently high-quality experience.
Developed customer feedback systems that strengthened service delivery and boosted satisfaction.
Drove revenue by enhancing booking rates and customer retention through improved service performance.
Led operations across customer/resident experience, team performance, and financial accountability in a high-growth organization.
Drive daily performance across multiple functions with a strong focus on accountability, execution, and results.
Monitor and coach to key KPIs, ensuring consistent achievement of aggressive performance targets.
Identify opportunities to increase efficiency and maximize revenue across operations.
Create systems that improve operational consistency, efficiency, and scalability.
Led teams with high energy to foster engagement and motivation. who brings out the best in people through coaching, mentorship, and accountability.
Built competitive, goal-oriented culture emphasizing recognition and continuous improvement.
Align operational decisions with financial performance to maximize profitability.
Ensure accountability across accounts receivable and accounts payable processes. across AR/AP processes and financial reporting.
Maintain and oversee the general ledger for a $22M/year organization.

Administrative Coordinator

P3 Packaging

Louisville, Kentucky

01.2016 - 10.2020

Coordinated office operations, enhancing administrative workflows and ensuring seamless daily functions.
Managed scheduling and logistics for internal and external meetings.
Facilitated interdepartmental communication to enhance operational effectiveness.
Developed systems for tracking inventory and office supplies efficiently.
Developed inventory tracking systems, improving visibility and management of office supplies.
Implemented KANBAN system to streamline inventory management.
Ordered parts from vendors, maintaining optimal stock levels in warehouse while minimizing costs.

Education

Master of Science - Human Services

University of Louisville

Louisville, KY

06-2010

Skills

Customer experience
Retention strategies
Revenue Growth
KPI monitoring
Revenue analysis
Budget Management
Operational Budgeting
Operations Leadership

Interdepartmental collaboration
Feedback analysis
Coaching and accountability
Performance Culture
Team Development
Team building
Problem solving
Team building

Key Results

Supported performance of a $22M+ revenue organization
Increased booking rates and customer/resident retention through performance coaching
Built scalable onboarding systems that improved speed to productivity
Strengthened accountability and performance across multiple departments
Improved financial accuracy and operational alignment through GL oversight

Executive Profile - Summary

High-energy, results-driven operations leader with a proven track record of driving performance, developing top talent, and delivering elevated customer and resident experiences within a $22M+ organization. Known for creating competitive, high-accountability cultures that bring out the best in people while consistently exceeding business goals. Strong expertise in revenue growth, team development, and financial performance.

Timeline