Cailey Ward - Office Manager,

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Work Background

The Village Centre For Integrative MedicineOffice Manager

Jan. 2024 - Jun. 2025CanadaResponded quickly and effectively to a high volume of complex client inquiries and concerns via phone and email, reinforcing trust and open communication, often in active patient communication for 90% of each day. Maintained and trained team on 5-star patient relations skills, ensuring an exceptional experience from each practitioner and administrator. Maintained meticulous financial records by consistently reconciling accounts payable and receivable, ensuring precise budget management, and reducing overall accounts payable by 80% within 5 months. Proactively managed office inventory by overseeing all aspects of ordering, requisitioning, stocking, and receiving shipments, optimizing resource availability and reducing excess monthly ordering by 20%. Swiftly problem-solved under pressure while managing a busy patient-facing day, while maintaining excellent customer care, using team collaboration, and creative thinking. Conducted comprehensive inventory assessments and strategically ordered supplies to preemptively prevent shortages and maximize operational efficiency in keeping with the typical growth of 20-50% per month. Negotiated favourable pricing with external vendors, decreasing the cost of goods up to 15% from various suppliers. Increased teamwork and team productivity by adeptly delegating tasks, supervising daily workflows and task prioritization across departments, fostering a highly collaborative environment and increased team satisfaction. Acted as key communication contact for both internal and external conflict resolution management as needed. Ensured accurate documentation and data management for all patient files, external referrals, prescriptions and care tracking. Organized monthly clinic events and meeting facilitation, ensuring timely execution and optimal scheduling to maximize participation of an 8-person team. Conceptualized and managed a comprehensive event planning calendar and event rollout plan to participate in three community events each year, significantly boosting brand recognition and driving new patient inquiries. Acted as Project Manager for nine new clinic initiatives, coordinating with in-house and external stakeholders. Enhanced operational efficiency by implementing systematic filing and organizational strategies that streamlined processes and saved hours of daily administrative work. Transformed clinic operations by expertly orchestrating schedules and resource allocation for a team of three Naturopathic Doctors and multiple practitioners, achieving a remarkable 20% increase in patient throughput within just six months, and over 30% within the first year. Optimized clinic scheduling by collaborating with practitioners to maximize treatment hours, resulting in a 50% increase in available treatment slots.. Developed and standardized 10+ custom templates within Notion to facilitate consistent documentation procedures. Maintained ongoing system integrity through regular updates and data management, ensuring 100% accuracy of information. Developed and standardized a comprehensive status reporting system that consolidated weekly, monthly, and annual clinic income data, enabling real-time tracking, thereby enhancing financial oversight.

Sugarmoon SalonEsthetician, General Manager, Lead Educator

Feb. 2009 - Jan. 2024Canada, TorontoEsthetician: Scheduled with up to 22 clients per day while continuing to maintain the highest health and safety standards. Fostered an inviting, warm and exceptional customer experience by making each client feel unique and vital to the business Educated patients on treatment options for both in-salon services and at-home care to enhance their overall experience and satisfaction, while maintaining the top retail sales numbers annually. Expertly performed body sugaring, tinting, skincare and spray tan services, maintaining the highest customer satisfaction scores and mentoring other team members to provide the same experience. General Manager: Achieved a 90% increase in online product sales during lockdowns, demonstrating adaptability and strategic prowess. Drove and implemented growth plans, opening three additional salons in 8 years, including site selection, design and project management of each opening. Crafted compelling brand messaging and impactful marketing collateral, promotional events, and social media strategies that engage audiences, on daily, weekly and monthly schedules, creating dozens of messages monthly. Efficiently coordinated daily workflows for 20-plus staff at three sites, ensuring seamless staff collaboration and productivity. Successfully mediated escalated customer service requests and mentored two additional team members who were promoted to the management team in part due to their advanced mediation skills. Served as the first source of functional guidance, empowering the staff of 20, in both administrative and service roles, to excel and improve their overall professional performance. Effectively managed the marketing budget to maximize returns and support ambitious growth initiatives. Developed and maintained comprehensive service protocols and manuals to ensure consistency and quality, used both for in-house staff and external education of up to 30 students annually. Wrote, designed, and edited engaging monthly newsletters for both internal and external audiences. Led thorough onboarding processes for new hires, ensuring a smooth transition and strong team integration and successfully reduced onboarding time from 6 months to 2 months. Delivered advanced training in skin care and hair removal, equipping the entire team with essential skills, and held monthly lunch and learn sessions reviewing topics requested by team members. Designed and implemented key performance indicators (KPIs) to measure success and drive results, and create a framework for employee advancement. Oversaw staff scheduling for 20-plus team members, including time off coordination and last-minute schedule changes to optimize workforce efficiency and meet business needs. Executed in-store merchandising strategies, including signage production, to enhance product visibility and increase retail sales.

Cision CanadaSenior Project Manager

Aug. 2000 - Jan. 2009Effectively collaborated with clients to offer comprehensive support and expert guidance. Cultivated a deep understanding of various products and their unique benefits, and empowered clients to make informed choices. Proactively engaged with clients to review financial options, providing tailored suggestions that aligned with their goals. Addressed customer inquiries and concerns promptly, escalating issues to my supervisor when necessary to ensure swift resolutions. Served as the primary liaison between clients and stakeholders, facilitating smooth communication among internal teams to enhance overall collaboration. Kept clients regularly updated on their transactions and performance, reinforcing trust and confidence in our partnership. Conducted rigorous quality assurance checks on over 50 outgoing materials monthly, achieving an 80% accuracy rate and enhancing the professionalism of all stakeholder communications. Edited and formatted a weekly external newsletter for over 3000 stakeholders, improving readability and engagement metrics while ensuring consistent branding and messaging standards.