Lacey Ahearn

Results-driven operations and client success professional with over 10 years of experience in account management, customer experience, and office leadership. Proven ability to build and scale departments, improve profitability, and manage client relationships in fast-paced environments. Strong background in process development, team leadership, and financial oversight. Adept at driving efficiency, reducing costs, and delivering high-level client satisfaction.

Office Manager at Bradford Septic / Raider Rooter (2024-07 – Present)

• Oversee daily operations of a high-volume plumbing and septic service office
• Manage scheduling and dispatch for technicians, optimizing routes and response times
• Serve as primary point of contact for customers, resolving service issues and ensuring satisfaction
• Handle billing, invoicing, and payment processing with accuracy and timeliness
• Manage accounts payable and receivable, including vendor payments and reconciliations
• Coordinate emergency service calls and prioritize urgent customer needs
• Maintain compliance with local regulations, permits, and service documentation
• Train and support office staff on systems, procedures, and customer service standards
• Implement systems to streamline workflow and improve productivity

Facility Maintenance Office Manager at Walker Property Services LLC (2024-02 – 2024-05)

• Managed operational and financial performance including P&L and accounts
• Led hiring, onboarding, coaching, and terminations
• Built and implemented company policies and procedures
• Managed client and vendor relationships and sourced new partnerships

Hiring & Onboarding Manager / Accounts Payable at Walker Property Services LLC (2023-12 – 2024-02)

• Led recruitment, hiring, and onboarding processes
• Developed training materials and coached employees
• Processed vendor invoices and handled bookkeeping functions
• Managed front desk and administrative workflow

Order Management Concierge Manager at Twinstar International (2020-04 – 2023-07)

• Built and scaled a concierge department while maintaining profitability during COVID-19
• Managed key client accounts and improved customer satisfaction
• Developed SOPs and improved cross-functional operations
• Reduced costs through process improvements and issue resolution
• Trained staff as ERP system subject matter expert

Order Management Concierge Supervisor at Twinstar International (2018-11 – 2020-04)

• Managed high-volume client accounts and team performance
• Resolved escalated issues and reduced operational costs

Import Coordinator at Twinstar International (2014-11 – 2018-11)

• Coordinated international shipping and customs documentation
• Created logistics load plans and trained new staff

Order Processor at Twinstar International (2012-08 – 2014-11)

• Processed domestic and international orders and customs documentation
• Trained new and seasonal employees

– McIntosh College