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Work Background
AZPetVetRegional Operations Manager
May. 2023 - Jun. 2024Arizona, United StatesResponsible for the day-to-day operational oversight of multiple hospital locations. ● directly supervises hospital managers and hospital supervisor staff
● coach and mentor DVM owners, medical directors, associate veterinarians, and hospital management
● foster a strong workplace culture that drives productivity and retention at the hospital level
● management of staff and veterinarian performance
● develop and implement performance management programs to meet and exceed performance goals
● manage daily activities of hospitals using key performance metrics to ensure optimal clinical care is delivered and operating results are achieved
● ensure client satisfaction goals are met and exceeded through superior client service initiatives
● provide ongoing training on client education best practices and cost confidence
● analyze operational KPIs, including but not limited to financial and budgetary data, people and culture data, and client satisfaction data to make informed decisions
● manage hospital operations within the region, improves profitability, cash flow and quality of patient/client services, and executes growth initiatives
● direct the implementation of short-term and long-range plans and budgets based upon organization goals and objectives and reports all outcomes accordingly
● ensure all hospitals meet local, state, and federal regulatory safety and operating standards
● identify training opportunities onsite for team, management, and/or leadership and provides appropriate resources for implementation
● develop, review and revise operational policies and procedures
Massage Envy/PCRK/Desert Massage CompaniesDirector of Operations
Mar. 2013 - May. 2023Arizona, United StatesDirector, Operations & Strategic Planning
Facilitate day to day operations of multi-location health and wellness service and retail centers. Duties include but are not limited to:
● review location operations and coach location management on KPI improvement initiatives
● creation of annual revenue projection forecast
● EBITDA/ROI/IRR analyzation and strategic planning
● develop, execute and support standard operating policies and procedures ● CS evaluation, reporting and program production utilizing NPS
HR, Training and Development Coordinator
Programs developed and executed include but are not limited to:
● orientation and onboarding for all employees
● compliance and protocol adherence
● employee accountability, evaluation and expectation requirements
● benefit package and partnership management
● advanced sales and client experience trainings ● advanced leadership, coaching and development trainings to include effective leadership, interviewing and hiring; situational leadership; KPIs and understanding of key activities that drive them; etc.
AW Management Consulting and RecruitingFoundational Operations Coach
Aug. 2010United States● develop and execute hiring and onboarding policies and programs
● employee evaluation, training and development planning
● life skills and employee lifestyle development program creation
● operational structure development and planning
● P&L evaluation and coaching for top and bottom line revenue maximization
● marketing and business plan development
● market data analyzation for marketing and growth plan design
● SEO/SEM/social media campaign development and success analyzation
● business sales support (B2B)
Banfield, The Pet HospitalHospital Operations Manager
Feb. 2008 - Feb. 2012Long Island, NYOversaw nursing and office staff (10 – 12 people) and worked hand in hand with lead doctors to facilitate day-to-day operations of hospital. Managed customer service issues; trained new employees; oversaw policies and procedures.
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