# Laci Thames

Laci Thames is a remote worker on Himalayas, Operations Project Manager at Williams-Sonoma, based in United States.

Source: https://himalayas.app/@lacithames

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 84k+ USD |
| Job categories | Customer Care Operations Manager, Customer Support Operations Manager, Business Systems Administrator, Customer Experience Manager |
| Skills | Customer Care Operations, Customer Support Operations, Call Center Operations, Customer Experience, Business Systems Administration, Salesforce, Medallia, operational improvements, Project Management, System Implementation, User Acceptance Testing, Requirements Gathering, Process Design, Change Management, Workforce Management |

## About

```text
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

### Operations Project Manager

[Williams-Sonoma](https://himalayas.app/companies/williams-sonoma). Oct 2015 - Jul 2026

```text
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.
```

Skills: Salesforce, Medallia, ServiceNow, Genesys, NICE-CXOne, Five9, Microsoft-Dynamics-365, Jira, Airtable, Qualtrics, Sprinklr, Verint, Contact-Center-Technology, Workforce-Management, CRM, B2B-SaaS, AI-and-Automation, UAT, Change-Management, Executive-Reporting, SOP-Development

### Certified Veterinary Technician

North Ogden Animal Hospital. Jan 2014 - Dec 2015

```text
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.
```

Skills: Patient-Care, surgical-assistance, Diagnostics, Medical-Records, Scheduling, Administrative-Support

### Lead Veterinary Technician

[Banfield Pet Hospital](https://himalayas.app/companies/banfield-pet-hospital). Jan 2011 - Dec 2014

```text
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.
```

Skills: Team-Leadership, Corporate-Trainer, Clinical-Operations, Inventory-Management, Surgical-Coordinator, Laboratory-Coordination

### Assistant Manager

Western Refining. Jan 2008 - Dec 2011

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

Skills: Retail-Operations, Staffing, Scheduling, Inventory-Management, Employee-Coaching, Customer-Service, Hiring, Compliance, Safety

### Store Manager

Sunmart. Jan 2007 - Dec 2008

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

Skills: Store-Operations, Staffing, Sales-Performance, Merchandising, Inventory-Control, Customer-Satisfaction, Hiring, Employee-Development, Scheduling

### District Loss Prevention/Store Management

Walgreens. Jan 2002 - Dec 2007

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

Skills: Retail-Operations, Staffing, Scheduling, Inventory-Control, Cash-Management, Compliance, Loss-Prevention, Audit, Pharmacy-Operations, Customer-Service

## Education

### Pima Medical Institute

Associate of Occupational Science, Occupational Science

```text
Associate of Occupational Science degree from Pima Medical Institute.
```

### Pima Medical Institute

Veterinary Practice Assistant Certificate, Veterinary Practice

```text
Veterinary Practice Assistant Certificate from Pima Medical Institute.
```

## Tech stack

- Salesforce
- Jira
- Confluence
- Avaya
- Genesys
- ServiceNow
- Airtable
- Qualtrics
- Microsoft Dynamics 365
- Sprinklr

To contact Laci, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

## People also viewed

- [Mike Jason](https://himalayas.app/@mikejason): Director of Operational Excellence, Williams Sonoma, Inc
- [Angela Fairley](https://himalayas.app/@angelafairley): Customer Service, Go Get Em Tiger
- [Nejla Kajtezovic](https://himalayas.app/@nejlakajtezovic): Customer Experience Manager, HomeSafe Alliance
- [Todd Jennette](https://himalayas.app/@toddjennette): Customer Experience Quality and Data Analyst Team Lead, Generation Tux
- [Britt Duley](https://himalayas.app/@brittduley): Practice Manager (CX & Ops), Dallas Animal Urgent Care
- [Carlos Diaz](https://himalayas.app/@carlosdiaz6): Customer Service Operations Manager, CBRE Global Workplace Solutions (GWS)
- [Chad Vandegriff](https://himalayas.app/@chadvandegriff): Senior Customer Care Manager, Telix Pharmaceuticals
- [Matt Sutton](https://himalayas.app/@mattsutton): Supervisor, Customer Experience, Coinbase
- [Kasey Mog](https://himalayas.app/@kaseymog): Business Manager, Animal Emergency & Specialty Center
- [Christopher Ippolito](https://himalayas.app/@christopherippolito): Customer Service Manager, CAPS Pharmacy (B. Braun Company)