Summary
Overview
Work History
Education
Skills
Timeline
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Laura Lutz

Kapolei,HI

Summary

Experienced leader and operations manager with a strong background in process improvement, analytics, and customer service. As a former business owner, I have successfully navigated the challenges of business development, team building and customer service. My expertise lies in leveraging data-driven insights to identify opportunities for operational efficiency and enhance customer experiences. With a proven track record of driving business growth, I am adept at implementing process improvements that optimize productivity and streamline operations. I thrive in dynamic environments, where my leadership skills and passion for continuous improvement allow me to deliver exceptional results.

Overview

31
31
years of professional experience

Work History

Operations Manager, Member Experience

CareLinx By ShareCare
03.2022 - Current
  • Established Standard Operation Processes to improve KPI metrics for a team of 3 supervisors, and 32 agents.
  • Delivered intuitive solutions to complex and time sensitive issues.
  • Collaborated with support teams to ensure consistency in process improvements
  • Utilized data to drive decisions for improved team outcomes.
  • Successfully led my team through a company re-orginization
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.


Manager, Caregiver Experience

CareLinx By ShareCare
10.2021 - 03.2022
  • Elevated the Caregiver Experience through strategic recruitment, retention plans, and data driven satisfaction.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Established Standard Operating Processes to ensure continued improved outcomes.


Client Care Coordinator- Former Owner

Peace at Home Caregivers
07.2019 - 10.2021
  • Establish and maintain trusting relationships with clients
  • Perform client in-home assessment to determine care goals
  • Create detailed care plans for caregivers to follow
  • Develop community referral partnerships
  • Procure and retain compliance with Medicaid contracts with multiple agencies
  • Track KPI data to promote company growth
    Create sales/marketing materials for business development
  • Maintain detailed documentation for accurate reference
  • Create L10 meeting agendas, tracking performance and data

Director of Operations - Co Owner/Founder

Peace at Home Caregivers
07.2014 - 07.2019
  • Created/implemented data-driven policies and procedures for: Recruiting, Human Resources, Accounts payable & receivable, Insurance Billing, Payroll, Client Coordination, Marketing, Sales & Business Development, Scheduling and Staffing
  • Established and implemented caregiver and leadership training for over 100 employees
  • Maintained community partnerships for business growth
  • Provided exceptional customer service
  • Facilitated growth to $1.2 million annual revenue in 5 years (Sold 2019).

Licensed Massage Therapist

Self Employed
01.2003 - 01.2014
  • Medical Massage Therapy to long term clients including those with developmental disabilities and medical needs.

Licensed Childcare Owner

Self Employed
01.1995 - 01.2003
  • Provided quality care and educational curriculum with an emphasis on Montessori methods.

Center Director

Kindercare Learning Center
01.1993 - 01.1995
  • Promoted from preschool teacher to assistant director to director within 2 years.

Education

Business Management -

Northwestern Michigan College

Child Development -

Grand Rapids Community College

CNA

Stepping Stones

Skills

  • Leadership
  • Team Building
  • Performance Reporting
  • Project Management
  • Customer Service
  • Problem solving
  • Data Analysis
  • SaaS

Timeline

Operations Manager, Member Experience

CareLinx By ShareCare
03.2022 - Current

Manager, Caregiver Experience

CareLinx By ShareCare
10.2021 - 03.2022

Client Care Coordinator- Former Owner

Peace at Home Caregivers
07.2019 - 10.2021

Director of Operations - Co Owner/Founder

Peace at Home Caregivers
07.2014 - 07.2019

Licensed Massage Therapist

Self Employed
01.2003 - 01.2014

Licensed Childcare Owner

Self Employed
01.1995 - 01.2003

Center Director

Kindercare Learning Center
01.1993 - 01.1995

Business Management -

Northwestern Michigan College

Child Development -

Grand Rapids Community College

CNA

Stepping Stones

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Laura Lutz