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
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
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
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
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
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.
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