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Laci Thames

@lacithames

Customer Care Operations Project Manager at Williams-Sonoma who supported teams of up to 80 and enterprise systems serving 250 users.

United States

Message

At Williams-Sonoma, I led customer-care operations, business systems, and customer experience initiatives, supporting operations involving up to 80 agents. I worked with frontline teams and leadership on service levels, workflows, and customer-impacting issues.

I served as an administrator and business systems lead for Salesforce and Medallia environments supporting approximately 250 users. My work included system support, reporting, troubleshooting, training, testing, and enhancements.

I managed portfolios of up to 20 concurrent initiatives, taking work from requirements and planning through UAT, implementation, training, and post-launch improvement. I also developed executive dashboards and reporting to help leaders evaluate performance and make operational decisions.

Earlier, I managed retail operations and supported veterinary teams, including supervising and training employees at Banfield Pet Hospital. Those roles included coordinating daily workflows, employee development, and customer service.

Experience

Work history, roles, and key accomplishments

Operations Project Manager

Williams-Sonoma

Oct 2015 - Jul 2026 (10 years 9 months)

Led customer-care operations, business systems, and customer experience initiatives within a large enterprise retail organization. Managed up to 80 agents and supported Salesforce and Medallia environments for approximately 250 users.

Certified Veterinary Technician

North Ogden Animal Hospital

Jan 2014 - Dec 2015 (1 year 11 months)

Supported daily hospital operations while coordinating patient care, scheduling, medical records, and administrative activities. Assisted with surgical procedures, diagnostics, and patient care in a fast-paced operational environment.

Patient Care surgical assistance Diagnostics Medical Records Scheduling Administrative Support

Lead Veterinary Technician

Banfield Pet Hospital

Jan 2011 - Dec 2014 (3 years 11 months)

Supervised and supported a team of 10-15 employees, coordinating daily clinical operations and employee responsibilities. Led onboarding, employee training, and development of new veterinary staff.

Team Leadership Corporate Trainer Clinical Operations Inventory Management Surgical Coordinator Laboratory Coordination

Assistant Manager

Western Refining

Jan 2008 - Dec 2011 (3 years 11 months)

Supervised daily retail operations including staffing, scheduling, inventory management, employee coaching, and customer service. Supported hiring, employee development, operational compliance, and safety initiatives.

Retail Operations Staffing Scheduling Inventory Management Employee Coaching Customer Service Hiring Compliance Safety

Store Manager

Sunmart

Jan 2007 - Dec 2008 (1 year 11 months)

Managed daily store operations, staffing, sales performance, merchandising, inventory control, and customer satisfaction. Led hiring, employee development, scheduling, and operational decision-making.

Store Operations Staffing Sales Performance Merchandising Inventory Control Customer Satisfaction Hiring Employee Development Scheduling

District Loss Prevention/Store Management

Walgreens

Jan 2002 - Dec 2007 (5 years 11 months)

Managed retail operations, staffing, scheduling, inventory control, cash management, and operational compliance. Conducted operational audits and loss-prevention investigations.