Lacey Ferro
Amarillo
Summary
Experienced area supervisor driven to improve processes and reduce costs with hands-on management style. Bringing strong communication, planning and problem solving abilities demonstrated several years in the field. Dedicated to streamlining operations and maximizing team performance.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Area Supervisor
Outreach Health Services
Amarillo
03.2024 - Current
- Supervised daily operations to ensure compliance with health service standards.
- Trained and mentored staff on best practices in patient care and service delivery.
- Implemented process improvements to enhance operational efficiency in service delivery.
- Coordinated service scheduling to enhance resource allocation and improve staff utilization.
- Conducted service quality audits to uphold standards of care delivery.
- Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth.
- Increased customer satisfaction with enhanced staff training and regular performance evaluations.
Scheduling Coordinator
Careforce
Lynnwood
01.2020 - 09.2023
- Coordinated daily scheduling for healthcare staff to optimize patient care and resource allocation.
- Coordinated daily schedules for 30+ staff members, ensuring optimal coverage and productivity.
- Implemented electronic scheduling system, improving appointment accuracy and reducing conflicts.
- Analyzed scheduling data to identify trends, recommending adjustments to enhance operational effectiveness.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Resolved daily scheduling conflicts to minimize operational backlogs and ensure full shift coverage.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Maintained accurate records of employee time off requests, facilitating fair distribution of vacation days among staff members.
- Considered individual preferences and constraints when scheduling shifts, contributing to improved staff morale.
Field Supervisor/Business Liaison
Outreach Health
Amarillo
02.2019 - 01.2020
- Trained and mentored new staff to enhance operational efficiency and adherence to best practices.
- Coordinated schedules for field teams to improve service delivery and effectively allocate resources.
- Uphold company standards by enforcing strict adherence to policies and procedures during all field activities.
- Met with customers to resolve issues and build productive relationships.
- Resolved customer complaints to maintain satisfaction and loyalty.
- Collaborated closely with other Field Supervisors to share knowledge, expertise, and best practices in order to optimize overall performance.
- Contributed to business growth by identifying new opportunities for expansion in the local market.
- Planned and scheduled field activities according to set timelines and order of operations.
- Maintained open communication channels with clients to address concerns and enhance satisfaction.
- Trained workers on proper methods and safety procedures in the workplace.
Data Coordinator
Outreach Health Services
Amarillo
02.2017 - 02.2019
- Coordinated data collection and analysis, enhancing operational decision-making.
- Improved data accuracy by implementing stringent quality control measures for data entry and management.
- Acted as a point-of-contact for external partners and clients, addressing inquiries and concerns.
- Implemented data verification processes to ensure integrity and compliance.
- Coordinated interdepartmental meetings to enhance collaboration.
- Ensured compliance with industry standards and regulations regarding sensitive information handling protocols, maintaining strict confidentiality.
- Acted as point-of-contact for external partners and clients, effectively addressing inquiries and concerns.
- Gathered and entered data into Contiulink database for accuracy.
- Identified and rectified data entry errors before reporting to management.
Center Manager
Advance America
Amarillo
12.2010 - 02.2017
- Managed daily operations at a high-traffic payday loan center to ensure smooth service delivery.
- Led daily operations to enhance customer satisfaction and operational efficiency.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Streamlined loan processing procedures, enhancing application turnaround time and improving customer experience.
- Developed training programs for staff, improving service delivery and employee performance.
- Managed team schedules and performance evaluations to optimize workforce productivity.
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Cultivated relationships with local businesses, enhancing community engagement and brand visibility.
- Initiated marketing campaigns that raised brand awareness, attracting new customers to center.
- Coordinated events and promotions at center, boosting foot traffic and sales revenue through targeted marketing efforts.
- Implemented cost-saving initiatives that improved overall branch profitability without sacrificing service quality.
- Oversaw compliance with regulatory requirements, ensuring adherence to financial regulations.
- Analyzed financial reports to identify trends and inform strategic decision-making processes.
Assistant Manager
Rent A Center Pay Day Loans
Amarillo
09.2010 - 12.2010
- Oversaw daily operations, ensuring adherence to company policies and procedures for consistent operational integrity.
- Supervised day-to-day operations to achieve performance, quality, and service standards, enhancing overall team efficiency.
- Maintained clean, safe, and organized store environment to improve customer satisfaction and shopping experience.
- Managed customer inquiries and resolved issues, maintaining high levels of client satisfaction.
- Conducted daily cash reconciliations, verifying accurate financial reporting and reducing discrepancies.
- Implemented process improvements to streamline application procedures, increasing efficiency.
Customer Service Manager
Walmart
Amarillo
01.2003 - 09.2009
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Led customer service team to enhance satisfaction and resolve issues efficiently.
- Implemented performance metrics to assess team effectiveness and enhance accountability.
- Took ownership of customer issues and followed problems through to resolution.
- Oversaw conflict resolution processes, ensuring timely and satisfactory outcomes for customers.
- Trained staff, improving service delivery and product knowledge.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reduced customer complaints by proactively addressing issues and implementing targeted solutions.
- Implemented performance metrics to track team effectiveness and drive accountability.
- Researched and corrected customer concerns to promote company loyalty.
- Streamlined communication channels between departments to improve operational efficiency.
Education
High School Diploma -
Berlin Jr/Sr High
05.1996 - 05.2000
Skills
- Inventory management
- Cost reduction
- Profitability optimization
- Production management
- Work planning and scheduling
- Task delegation
- Delegation and supervision
- Team management
- Multi-unit management
- Customer service oversight
- Reporting skills
- Risk analysis
- Decision-making
- Salesforce software
- Program leadership
- Task prioritization
- Goal setting and achievement
- Operational coordination
- Employee training
- Employee engagement
- Team building
- Leadership development
- Critical thinking
- Problem solving
- Adaptability
- Goal setting and achievement
- Adaptability
Timeline
Area Supervisor
Outreach Health Services
03.2024 - Current
Scheduling Coordinator
Careforce
01.2020 - 09.2023
Field Supervisor/Business Liaison
Outreach Health
02.2019 - 01.2020
Data Coordinator
Outreach Health Services
02.2017 - 02.2019
Center Manager
Advance America
12.2010 - 02.2017
Assistant Manager
Rent A Center Pay Day Loans
09.2010 - 12.2010
Customer Service Manager
Walmart
01.2003 - 09.2009
High School Diploma -
Berlin Jr/Sr High
05.1996 - 05.2000