Lacey Young
Summary
I am a dedicated individual who can wear multiple hats from assisting as a customer service professional or supervising a team or people with knowledge of service delivery and proven multitasking abilities.
I am committed to maintaining professional relationships to increase profitability and drive business results. I am all about performing at optimal levels in any task given.
Overview
16
16
years of professional experience
Work History
General Education Teacher
Life School Oak Cliff
08.2022 - 09.2023
- Monitored each student's progress and revamped strategies to maximize success.
- Provided clear, informative and engaging classroom instruction.
- Conducted skills assessments to uncover performance gaps.
- Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
- Used positive reinforcement and provided clear feedback to help students succeed.
- Utilized multimedia strategies to facilitate learning and increase student engagement.
- Updated class and student documentation for recordkeeping purposes.
- Mentored students one-on-one to help those struggling or develop special talents.
- Sourced materials to use in instruction and projects by reaching out to administrators and community.
- Helped students develop lifelong skills to support vocational goals such as diligence, attention to detail and problem-solving abilities.
- Tutored students in using public transportation, dealing with problem situations, expressing emotions appropriately and communicating with peers and employers.
- Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
- Facilitated class discussion to help students work through questions and expand understanding.
- Maintained complete student records with accurate grades and attendance information.
- Assigned lessons and corrected homework.
Substitute Teacher
Life School
12.2019 - 08.2022
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Supervised lunchroom and recess activities.
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
- Provided instruction for students in core subject areas.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Assigned, explained and graded homework.
- Monitored student progress and provided feedback to students, parents and school administrators.
- Incorporated technology into learning to enhance student engagement and learning.
- Developed and implemented engaging lesson plans to accommodate varied student learning styles.
- Collaborated with colleagues to develop innovative approaches to teaching.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Implemented classroom management techniques to maintain positive learning environment.
- Monitored student behavior and administered discipline as needed.
- Monitored student performance and provided feedback to inform instruction.
- Assisted students in mastering subject material and preparing for tests.
- Developed and implemented behavior management plans for students with challenging behavior.
- Conferred with parents or guardians, other teachers, counselors and administrators to resolve students' behavioral and academic problems.
Executive Administrative Assistant
Trinity Flooring
10.2018 - 04.2019
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Organized and updated schedules for executives.
- Gathered documents, data and formulated analytics to prepare issues for discussion and reports for review.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Developed and maintained automated alert systems for important deadlines.
- Filed paperwork and organized computer-based information.
- Updated and maintained confidential databases and records.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Took notes and dictation at meetings.
- Screened personal and business calls and directed to appropriate party.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Promoted team productivity by keeping supplies organized and well-stocked.
Toddler Teacher
Primrose School Of West Plano
09.2017 - 02.2018
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Allowed for ample outdoor discovery time in schedule each day.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Promoted sensory development by providing access to different textures.
- Educated students in foundational concepts such as shapes, numbers, and letters.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Intervened in disruptive behavior, using positive reinforcement strategies to redirect and calm children.
- Gathered materials and resources to prepare for lessons and activities.
- Documented behavior, development and learning of children to enable tracking history and maintain accurate records.
- Promoted physical, academic, and social development by implementing diverse classroom and outside activities.
- Taught hand washing and proper use of utensils to promote good hygiene and etiquette habits.
- Instructed children in health and personal habits, such as eating, resting, and toileting.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Established positive relationships with students and families.
- Guided students to develop social, emotional and physical skills.
- Modeled positive behavior and communication skills for students.
- Monitored classroom to verify safe and secure environment.
- Organized and supervised large and small group activities.
- Collaborated with teachers, parents and administrators to facilitate positive outcomes for students.
- Developed innovative activities to engage young children in learning process.
- Supported students in developing self-esteem and self-confidence.
- Organized activities to teach preschool children foundational learning skills such as letters and numbers.
- Developed and implemented behavior management plans.
Inventory Supervisor
Washington Inventory Service
06.2015 - 01.2017
- Monitored completeness, accuracy and compliance during inventory transactions.
- Reviewed and monitored inbound inventory, outbound shipments and book adjustment transactions.
- Led and supervised inventory team, conducting training and setting appropriate schedules.
- Managed the inventory control software system to provide inventory level updates and reordering notices.
- Assigned tasks to team members to complete within designated time frames.
- Trained new team members on proper and safe use of tools and equipment.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Determined staffing needs, developing schedules to staff all shifts.
- Monitored progress of tasks to provide feedback for improvement.
- Monitored production levels and implemented measures to increase output.
- Inspected work areas to keep free of hazards and maintain proper function of safety equipment.
- Developed and implemented strategies to improve team productivity and efficiency.
- Met or exceeded production goals and objectives by following strict procedures.
- Evaluated team performance and provided feedback on areas requiring improvement.
- Enforced team adherence to safety regulations and protocols.
- Resolved conflicts between team members and addressed complaints or grievances.
- Maintained accurate records of team attendance and documented disciplinary actions.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Supervised the team of 10 or more inventory control personnel to support correct goods management and achievement of performance goals.
Universal Agent
Neiman Marcus Credit Department
04.2014 - 05.2015
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Obtained client information by answering telephone calls.
- Established strong customer relationships, building recommendations and loyalty.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Presented feedback to management on customer service trends and improvement areas.
- Verified and improved quality standards by analyzing customer service metrics.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Representative
Value Options Behavioral Health
10.2012 - 02.2013
- Handled member or provider inquiries and explanation of benefits courteously and professionally.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of client calls with minimal wait times.
- Answered client telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to members, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Clarified client issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about provider or client account updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Explained to members and providers who called with mental health, substance abuse, and (or) Employee Assistance Program benefits while simultaneously updating client accounts and members with updated notes streamlined within the system.
- Responded proactively and positively to rapid change.
- Was able to assist members with In Network provider referrals for services.
- Maintained privacy laws such as FERPA, and HIPPA related information and protocol.
- Reflected on areas of strengths and of weaknesses so, that I could give the best service possible.
- Working through a dialer and automated phone system to receive and complete calls.
Customer Service Representative
Farmers Insurance Company
01.2010 - 05.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Offered claims assistance to our customers during high stressful times for claims on auto and home policies.
- Collected any payments for policies and made regular deposits to the insurance office business account.
Gift Shop Sales Associate
Medieval Times Dinner & Tournament
12.2010 - 09.2011
- Completed daily tasks accurately and on-time to support shop needs.
- Greeted guests entering the building and offered assistance with purchases.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Assisted guests in finding items and explained benefits and services to increase sales and satisfaction.
- Organized shelves to remove slow moving items and add new merchandise.
- Helped managers with daily checklists and last-minute requirements.
- Remained calm and composed in tense situations involving angry or upset guests.
- Briefed guests regarding shop promotions and discounts by providing coupons and flyers to encourage purchases.
- Reviewed prices and performed audits to detect and correct price discrepancies.
- Monitored shop security to identify and report shoplifting activities and increase security measures.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with guests to better uncover individual needs.
- Listened to guests needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built guests loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for guest by maintaining store organization and cleanliness.
- Delivered energetic responses to guests in-store and within the arena, going above and beyond to serve needs.
- Prioritized helping guests over completing other routine tasks in store.
- Conducted quarterly inventory of the entire gift shop on no-show days to ensure accurate quantities based from sales and what has been entered as received.
Educational Program Group Leader
Girls Scouts Of Northeast Texas
08.2008 - 05.2009
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Worked with teachers to design lesson plans and coordinate activities for classes.
- Planned interactive and lessons for third grade girls for the reading and math portions of the TAKS test who were at risk for failing the TASK test, taught on test strategies.
- Provided one-on-one and group-based learning support focused on student progress.
- Assisted in implementation of new learning tools, systems and materials.
- Monitored and reported student progress and development, offering mentoring as needed.
- Researched and presented new learning tools and methods for classroom application.
- Planned, prepared and presented group assignments to encourage collaboration.
- Helped students explore concepts with engaging, learning-focused activities.
- Created and developed lesson plans to meet students' academic needs.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Fostered student curiosity and interest through creative hands-on activities.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
Account Manager
Dart Advantage
07.2007 - 04.2008
- As an Account Manager, I worked in the Brokerage division. I had an account that I ensured on time trucking transportation to, and still aimed to make quite a profit.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Researched distance, traffic patterns and other aspects to determine cost-effective and productive routes for deliveries.
- Communicated with customer service and sales teams to improve productivity and service ratings.
- Developed SLA's for carriers and logistics providers, meeting defined requirements through daily management and process improvements.
- Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels.
- Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
- Collaborated with planner to schedule and implement backhaul processes to meet third-party backhaul goals.
- Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Collaborated with manufacturing and supply chain management.
- Secured discounts from third-party logistics service providers to deliver substantial cost savings.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Education
Bachelor of Arts - Educational Studies
Western Governors University
Salt Lake City, UT07.2022
Associate of Arts - Liberal Arts And General Studies
Cedar Valley College
Lancaster, TX05.2018
High School Diploma -
Desoto High School
Desoto, TX05.2007
Skills
- Classroom Management
- Curriculum Implementation
- Presentation Skills
- Cultural Sensitivity
- Student Support
- Relationship Building
- Progress Monitoring
- Student Assessments
- Skills Assessments
- Performance Management
- Individualized Instruction
- Documentation
- Technology Integration
- Social Skills Development
- Organizational Abilities
- Scheduling
- Individualized Support
- Individual Mentoring
- Performance Monitoring
- Project Coordination
- Proficient in Microsoft Office Suite
- Goal Setting
- Presentations
- Instructor Collaboration
- Project Management
- On-The-Job Training Proficiency
- Recordkeeping
- Compliance
- Multitasking Strength
- Process and Performance Improvement
- Schedule Management
- Lesson Planning
- Partnership Development
- Training Material Development
Timeline
General Education Teacher
Life School Oak Cliff
08.2022 - 09.2023
Substitute Teacher
Life School
12.2019 - 08.2022
Executive Administrative Assistant
Trinity Flooring
10.2018 - 04.2019
Toddler Teacher
Primrose School Of West Plano
09.2017 - 02.2018
Inventory Supervisor
Washington Inventory Service
06.2015 - 01.2017
Universal Agent
Neiman Marcus Credit Department
04.2014 - 05.2015
Customer Service Representative
Value Options Behavioral Health
10.2012 - 02.2013
Gift Shop Sales Associate
Medieval Times Dinner & Tournament
12.2010 - 09.2011
Customer Service Representative
Farmers Insurance Company
01.2010 - 05.2012
Educational Program Group Leader
Girls Scouts Of Northeast Texas
08.2008 - 05.2009
Account Manager
Dart Advantage
07.2007 - 04.2008
Bachelor of Arts - Educational Studies
Western Governors University
Associate of Arts - Liberal Arts And General Studies
Cedar Valley College
High School Diploma -
Desoto High School
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