Summary
Overview
Work History
Education
Skills
Timeline
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Sarah Lacy

Chesapeake

Summary

Seasoned professional with 17 years of managerial experience, skilled in enhancing operations, customer satisfaction, and compliance across diverse industries. Proven track record in implementing strategies that significantly improve productivity and reduce costs. Seeking a Manager role to leverage expertise in operational excellence, team leadership, and process optimization.

Overview

18
18
years of professional experience

Work History

Operations Manager-Remote

Portfolio Recovery LLC
05.2020 - Current
  • Implement strategies for customer service that enhance satisfaction ratings significantly
  • Optimize operational efficiency and cost management, resulting in notable productivity gains and expense reduction
  • Apply Lean Six Sigma principles to streamline operations, reducing defects and bolstering customer satisfaction
  • Innovate customer onboarding process, drastically cutting down onboarding duration
  • Direct and develop customer service teams, fostering improved service delivery and reduced response times
  • Scheduled appointments and meetings, ensuring the smooth flow of daily operations
  • Analyzed financial data to identify trends, potential risks, and areas for improvement
  • Collaborated with cross-functional teams to ensure accurate and timely financial reporting
  • Prepared and submitted legal documents to initiate collections proceedings.

Customer Relations Manager

Crescent Bank & Trust
01.2010 - 04.2020
  • Managed a team to oversee daily operational tasks, including schedule coordination and inventory oversight, ensuring seamless business functionality
  • Oversaw customer loan portfolios, maintaining timely payments and monitoring loan performance for fiscal
  • Designed and implemented a customer database system that enhanced relationship management, achieving a 67% increase in customer satisfaction metrics
  • Negotiated and revised payment terms with clients, which led to a 95% on-time payment rate for outstanding debts, fostering stronger client relations
  • Led the creation and execution of new policies and streamlined procedures that enhanced operational efficiency and contributed to cost reduction efforts
  • Generated detailed reports for management on billing and collections activities
  • Prepared and submitted legal documents to initiate collections proceedings.

Customer Service Manager

SSSJ And G Wholesalers Inc.
09.2006 - 01.2010
  • Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
  • Maximizes customer operational performance by providing help desk resources and technical advice.
  • Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
  • Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.
  • Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.
  • Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
  • Implements production, productivity, quality, and customer-service standards.
  • Contributes customer service information and recommendations to strategic plans and reviews.
  • Audits customer service procedures and trends and determines system improvements.
  • Enforces company policies and procedures.
  • Determines customer service requirements by maintaining contact with customers and visiting operational environments.
  • Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
  • Meets accounts receivable operational standards by contributing information to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying system improvements.
  • Meets accounts receivable financial standards by providing annual accounts receivable budget information; monitoring expenditures; identifying variances; implementing corrective actions.
  • Collects accounts by contacting customers referred by clerks; investigating circumstances of non-payment; negotiating and resolving conflicts; expediting payment.
  • Supports financial planning by forecasting cash.
  • Updates receivables by coordinating and monitoring daily sales order processing and bank remittance transactions.

Education

Bachelor of Science - Banking And Finance

Southeastern University
Washington, DC
01.2001

Skills

  • Cost Reduction
  • Reduction (Complexity)
  • Onboarding
  • Cost Management
  • Process Optimization
  • Lean Six Sigma
  • Six Sigma Certification
  • Business Forecasting
  • Staff Development
  • Revenue Generation

Timeline

Operations Manager-Remote

Portfolio Recovery LLC
05.2020 - Current

Customer Relations Manager

Crescent Bank & Trust
01.2010 - 04.2020

Customer Service Manager

SSSJ And G Wholesalers Inc.
09.2006 - 01.2010

Bachelor of Science - Banking And Finance

Southeastern University

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Sarah Lacy