Patsi Nixson
Richmond,USA
Summary
Dynamic and results-driven Operations Manager with over 20 years of experience in optimizing business operations, streamlining processes, case management and driving efficiency improvements. Proven expertise in managing large-scale projects, improving process efficiency, and leading cross-functional teams to achieve operational excellence. Expert in leveraging data analytics and innovative technologies to drive continuous improvement and cost-saving initiatives. Adept at using data-driven strategies to solve complex problems and deliver impactful solutions. Committed to fostering a culture of continuous improvement and operational excellence to support organizational goals and growth.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Case Manager
MPACT Strategic Consulting, LLC
Houston, Texas
01.2025 - 09.2025
- Conducted comprehensive assessments to understand clients’ needs, strengths and challenges through interviews to create a plan to support the client’s situation.
- Identified clients’ resource availability based on AMI for Housing Support to ensure safe housing place.
- Acted as liaison between clients’, Apartment Communities and Landlords negotiating payments for lease arrears and securing future payments for lease.
- Evaluated clients’ and Landlords’ goals and certification for support documenting changes if needed or requested.
- Provided direct support and case management to low-income families, providing housing.
- Participated in community outreach initiatives, increasing Rental Communities Support by 30%.
- Landlord Liaison for Team, gathering documents required to participate in the program to receive lease payments.
Logistics Lead/AYS Lead/Sales
MACY'S
10.2018 - Current
- Oversee daily shipping and receiving operations, ensuring timely and accurate processing of incoming and outgoing shipments.
- Maintain accurate and confidential case records in accordance with organizational standards.
- Manage a team of 12 employees, providing training, performance evaluations, and support to ensure high productivity and morale.
- Implement inventory control procedures, reducing discrepancies by and improving stock accuracy.
- Coordinate with vendors and suppliers to ensure efficient delivery schedules and resolve any issues related to shipments.
- Utilize Software/ERP System to track inventory and streamline warehouse operations.
- Collaborated with the sales team to ensure stock availability and timely replenishment of products on the retail floor.
- Conducted regular audits of inventory and resolved any discrepancies in a timely manner.
Insurance Agent
United Health Care Medicare/American National Insurance
Houston
03.2017 - 12.2019
- Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations.
- Prepare reports summarizing client progress, outcomes, and program compliance.
- Visited clients on-site to give benefit-oriented sales presentations.
- Researched clients' goals to offer appropriate solutions.
- Drove daily production activities with effective communication and leadership.
- Recommended and executed solutions based on the clients’ needs.
- Planned, directed, coordinated time management to meet aggressive production schedules.
- Managed daily and weekly caseload to be sent for program compliance.
Houston Operations Manager
AT&T
Houston
09.2007 - 04.2016
- Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations.
- Managed a team of 21 associates.
- Managed 2 Process Improvement projects per quarter.
- Established and maintained vendor partnerships.
- Managed and created documentation of and training on production procedures and work instructions.
- Drove daily production activities with effective communication and leadership.
- Oversaw case manager daily activities including weekly assessment of all cases sent for further review by escalation team.
- Recommend and executed quality improvements by creating policy and procedure manuals for multiple departments to ensure quality improvements for production quality.
Houston Account Manager
AT&T
Houston
07.2007 - 09.2007
- Collaborated with developers, advertisers, and production managers to market products and services.
- Preserved brand integrity by monitoring the consistency and quality of marketing content.
- Directed and coordinated marketing activities and policies to promote products and services.
- Created high-quality marketing strategy documentation including product marketing briefs, FAQs, and objection handling documents.
- Researched clients' business issues and goals to offer appropriate solutions.
- Visited clients on-site to give benefit-oriented sales presentations.
Houston Business Analyst
SAVA
Houston
12.2002 - 06.2007
- Identified process inefficiencies through gap analysis.
- Recommended operational improvements based on tracking and analysis.
- Performed competitor bench marking analysis and identified savings opportunities and potential product enhancements.
- Documented business processes and analyzed procedures to see that they would meet changing business needs.
Education
Some College (No Degree) -
AT&T University
Bellaire, TXSkills
- Business Development
- Workflow Analysis
- Project Planning and Development
- Certified Purchasing Manager
- Customer Relationship Management
- Quality Assurance and Control
Certification
- AT&T Harvard University Management Courses
- AT&T Building A Winning Team/AT&T Accelerating Service Promise Program
- AT&T CSA: Hiring Personnel Certification
- AT&T Purchasing Coordinator/ AT&T MSOC: Management System and Operating Control
Accomplishments
- Results driven management professional offering over 20 years of progressive leadership experience.
- Exceptional Operations focus on Cost Analysis and Process Improvements.
- Resourceful Operations Manager with extensive background in MSOC - Methodology and Management.
- Expert Operations Manager who excels at streamlining operations to decrease and promote efficiency.
Languages
English
Timeline
Case Manager
MPACT Strategic Consulting, LLC
01.2025 - 09.2025
Logistics Lead/AYS Lead/Sales
MACY'S
10.2018 - Current
Insurance Agent
United Health Care Medicare/American National Insurance
03.2017 - 12.2019
Houston Operations Manager
AT&T
09.2007 - 04.2016
Houston Account Manager
AT&T
07.2007 - 09.2007
Houston Business Analyst
SAVA
12.2002 - 06.2007
Some College (No Degree) -
AT&T University