Natalie Palsgrove
Fort Worth
Summary
Dynamic Senior Operations Manager with a proven track record at Cencora, skilled in driving productivity improvements and strategic planning. Expert in KPI reporting and stakeholder management, I enhance operational efficiency and foster collaboration across teams. Adept at data analysis, I deliver actionable insights that lead to significant cost reductions and improved service quality.
Overview
19
19
years of professional experience
Work History
Senior Operations Manager
Cencora, TheraCom Pharmacy
Carrollton, TX
08.2023 - 12.2025
- Managed multiple clients ensuring service level agreements were met.
- Streamlined operational processes to enhance efficiency and reduce bottlenecks across multiple departments.
- Led cross-functional teams to implement best practices, improving overall workflow effectiveness and team collaboration.
- Developed and maintained key performance indicators to monitor operational performance and drive strategic decision-making.
- Mentored junior staff, fostering a culture of continuous improvement and knowledge sharing within the operations team.
- Analyzed operational data to identify trends and opportunities for cost reduction while maintaining service quality standards.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Managed complex projects including: development, design, launch, and management of programs.
- Effectively managed departmental budgets and billing, identifying opportunities for cost reduction and resource optimization.
- Responsible for coordination with leadership, legal, finance, and client to ensure contracting program deliverables are met.
- Performed client audits including gathering information, participating, and any closing follow up.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Improved operational efficiency by streamlining processes across shared services and implemented innovative strategies.
Operations Manager
Cencora, TheraCom Pharmacy
Carrollton, TX
09.2019 - 08.2023
- Implemented process improvements, resulting in increased productivity across departments.
- Supported program development and implementation of client requests and priorities.
- Oversaw and managed multiple roles within the programs.
- Analyzed reporting for trends and process efficiencies.
- Documented individual improvement plans and delivered performance evaluations.
- Held managerial, team and individual coaching sessions.
- Conducted interview and made hiring decisions.
- Assisted in staffing projections to maintain budgetary constraints while monitoring business requirements.
- Trained new employees and documented changing processes.
- Conducted reoccurring meetings with quality teams for continued improvements.
- Performed continual audit checks for employee required training.
- Developed, evaluated, maintained, and presented statistical data for client reporting and quarterly client reviews.
- Created and delivered presentations for weekly client meetings.
- Participated in program new launches for programs across the pharmacy.
- Conducted testing for system enhancements and updates in the testing environments.
- Streamlined performance tracking processes for departmental standardization and integrity.
Payment Supervisor
LERETA, LLC
Dallas, TX
12.2017 - 09.2019
- Developed training programs for new staff, improving onboarding process and reducing ramp-up time.
- Ensured timely procurement of tax amounts for clients and exceptions not reported by Tax Service.
- Managed and tracked tax cycles, ensuring timely reporting to clients.
- Delegated and managed work assignments to accommodate staffing availability.
- Coached team members to increase higher production and quality output.
- Delivered performance reviews and documented performance improvement plans.
- Created and maintained team productivity metrics.
- Collaborated with multiple internal departments for process efficiencies including account management and executive level.
- Ran tax cycle reporting and weekly operational reporting.
- Monitored file returns, addressing delays, and escalating concerns to management and clients.
- Preserved positive relationships with internal and external clients and resolved issues.
- Conducted interviews and made hiring decisions.
- Interim manager for multiple departments to include: Payment Team, Oil and Gas Team, and Mailroom Team.
Search and Payment Processor III
Industry Consulting Group
Wichita Falls, TX
04.2013 - 12.2017
- Processed high-volume payment transactions with accuracy and efficiency.
- Ensured compliance with industry regulations and internal policies.
- Collaborated with cross-functional teams to resolve payment discrepancies.
- Managed multiple client accounts simultaneously.
- Ensured quality tax information to meet deadlines.
- Provided positive customer service to all clients.
- Set up new customer accounts.
- Responsible for verifying check accuracy and tax information.
Director of Sales
The Lexington Suites
Wichita Falls, TX
02.2013 - 04.2013
- Led sales strategy development to drive revenue growth and enhance market positioning.
- Networked with local and regional companies to provide hotel packages that best fit their needs.
- Provided customer service directly.
- Coordinated business meetings and events.
- Assisted front desk in maintaining daily operations.
- Conducted market research to set pricing.
Quality and Engineering Specialist
Crown Packaging Corporation, Honda Midwest Consolidation Center.
Troy, OH
06.2007 - 01.2013
- Created and assigned bill of materials for packaging of automotive service parts.
- Researched and processed quality documents for non conformance reporting.
- Documented quality metrics for month end reports.
- Provided administrative support.
- Audited packaging processes to ensure a quality product was achieved.
- Identified and resolved active inadequacies.
- Trained new and current employees on operational software.
Education
Bachelor of Science - Geography
Wright State University
Fairborn, OH03-2011
Skills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Stakeholder management
- Cross-functional coordination
- Process improvements
- Teamwork and collaboration
Timeline
Senior Operations Manager
Cencora, TheraCom Pharmacy
08.2023 - 12.2025
Operations Manager
Cencora, TheraCom Pharmacy
09.2019 - 08.2023
Payment Supervisor
LERETA, LLC
12.2017 - 09.2019
Search and Payment Processor III
Industry Consulting Group
04.2013 - 12.2017
Director of Sales
The Lexington Suites
02.2013 - 04.2013
Quality and Engineering Specialist
Crown Packaging Corporation, Honda Midwest Consolidation Center.
06.2007 - 01.2013
Bachelor of Science - Geography
Wright State University