Lacey Diggs
Amarillo,TX
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technician
My Eye Doctor
Amarillo, TX
02.2023 - Current
- Performed preliminary eye exams, including visual acuity tests and color vision tests.
- Assisted optometrist with more complex procedures, such as glaucoma testing and retinal imaging.
- Checked patient records for accuracy and updated them when necessary.
- Scheduled appointments for patients according to their needs and preferences.
- Maintained a clean work environment by sterilizing instruments after each use.
- Administered diagnostic tests such as OPD, OCT, VF, tonometry, and pachymetry.
- Answered phone calls from customers inquiring about services offered by the practice.
- Greeted customers upon arrival in a professional manner while providing excellent customer service.
- Maintained smooth patient flow throughout facility, promoting efficient overall operations.
- Led patients to exam rooms, collected medical histories and asked questions regarding health and current medications to provide physicians with optimal initial data.
- Communicated with patients to obtain and document medical histories.
- Screened patients for issues and eye diseases, checking visual acuity, color plates, pupil dilation and papillary function.
- Scleral contact lenses patient.
Patient Service Coordinator
My Eye Doctor
Amarillo, TX
09.2022 - 02.2024
- Greeted patients and visitors in a friendly and professional manner.
- Ensured medical records were accurately updated with patient information.
- Assisted with scheduling appointments for patients.
- Coordinated insurance authorization for procedures and tests.
- Processed referrals for specialty care services as needed.
- Answered questions from patients regarding their accounts and billing inquiries.
- Maintained accurate documentation of patient visits and follow-up care plans.
- Facilitated communication between clinical staff members to ensure continuity of care.
- Registered new patients in accordance with HIPAA guidelines.
- Ensured all patient forms were completed properly before submitting them for processing.
- Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
- Explained policies, procedures and services to patients.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
Operations Manager
AMATechtel
Amarillo, TX
12.2021 - 07.2022
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Developed and implemented operational procedures to ensure quality standards are met.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Created and implemented procedures for handling customer inquiries and complaints.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Developed and maintained a team of call center representatives to meet performance standards.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Submit timecards with adjustments as needed
- Interviews with onboarding
- Managed a team of 10+ customer service representatives in a high-volume call center environment.
- Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
- Conducted regular team meetings to provide guidance, training, and feedback on performance.
- Resolved escalated customer complaints in a timely manner.
Call Center Manger
A to Z Tire and Battery
Amarillo, TX
03.2011 - 02.2016
- Leader to 30+ CSR responsible for servicing 38,128 accounts.
- Freight quotes
- Created CSR handbook and SOP to help new hire training.
- Work with CSR to help customer satisfaction with a sale but still maintaining above the GP margin
- Developed and maintained a team of call center representatives to meet performance standards.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Analyzed data from various sources to identify trends in customer inquiries and complaints.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Established strong partnerships with internal departments such as sales, marketing and IT teams to ensure effective implementation of projects.
- Managed vendor relationships so that services provided were cost effective yet met high quality standards.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Developed quality assurance standards and established targets for all staff.
- Delivered constructive call process feedback.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Planned staff and training meetings and scheduled conference rooms.
- Met and communicated with vendors to monitor product shipments, prices and backorders.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Created and managed budgets for travel, training and teambuilding activities.
Education
Amarillo College
Amarillo, TXInternational Business College
Lubbock, TXSkills
- Medical terminology proficiency
- Diagnostic Imaging
- Appointment Scheduling
- Patient testing
- Problem-solving abilities
- Written Communication
- Excellent Communication
- Time management abilities
- P&L Management
- Customer Service
- Performance reporting
- Organizational Management
- Workflow Optimization
- Report Generation
- Problem-Solving
- Operations Monitoring
Certification
- CNA
- BLS
Timeline
Technician
My Eye Doctor
02.2023 - Current
Patient Service Coordinator
My Eye Doctor
09.2022 - 02.2024
Operations Manager
AMATechtel
12.2021 - 07.2022
Call Center Manger
A to Z Tire and Battery
03.2011 - 02.2016
Amarillo College
International Business College