Skilled Operations Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty.
Highlights
Procedure development
Personable
Team building
Staff retention
Multi-unit operations management
Quantifiable revenue increases
Strategic planning
Client relations specialist
Conflict resolution techniques
Team management
Meticulous attention to detail
Focused on customer satisfaction
Talent development
Deadline-oriented
Accomplishments
Spearheaded an employee engagement program, resulting in a 100% decrease in annual employee turnover.
Increased year over year top line production by 22% in the first year by spearheading development of the perfect patient experience (PPE) program.
Effectively developed facility procedures that improved patient satisfaction which increased our 3.2 YELP score to a solid 5 stars for 14 consecutive months and counting.
Experience
Operations Manager, 07/2011 to Current Epes Carriers – Georgetown, SC,
Lead and supervise a staff of 20 employees while running a multi-million dollar dental practice to achieve both monthly and yearly budgets.
Improved staffing processes that has reduced employee turnover by 30% maintaining 100% employee retention for 15 consecutive months.
Successfully increased office's year over year growth from -2.3% in 2011 to a 22% year over year increase in top line production revenue by December of 2012.
Effectively manage expenses to achieve monthly and yearly budgets while increasing bottom line net operating income (NOI) to 36% year over year growth.
Analyze the monthly P&L statements and make necessary corrections, adjustments, and provide explanations of variances to regional management.
Use office automation systems to perform full life cycle human resource related functions, such as interviewing and selecting, performance appraisals, disciplinary actions and salary.
Explain human resources policies and procedures to all employees.
Conduct telephone and on-site exit interviews for all employees.
Answer employee questions during the entrance and exit interview processes.
Work closely with HR business partners to facilitate year-end talent reviews and articulate team strengths.
Select and interview candidates for all available positions.
Assess employee performance and issue disciplinary notices.
Manage over 20 personnel files according to policy and federal and state law and regulations.
Manage communication regarding employee orientation and open enrollment for benefits.
Help training and development staff with all aspects of training coordination.
Resolve personnel issues regarding human resources matters needing clarification, submissions and corrections.
•Created, coordinated, and managed marketing programs to double the practice’s monthly new patient count for 7 consecutive months.
•Ensures 100% compliance with company policies, as well as State, Federal and other regulatory bodies resulting in zero violations for 13 consecutive months.
•Regularly correspond with insurance companies regarding patient eligibility and claims to maximize insurance reimbursements to the office while reducing the patients out of pocket expense.
•Developed and implemented an office success plan; including development of staff, and office protocols to provide for efficient operations while I traveled to manage additional dental practices filling in for managers on maternity and sick leave.
•Assess, investigate, and resolve staff and patient issues by analyzing the facts and circumstances to develop timely, effective, logical yet creative solutions improving the offices' YELP score from 3.2 stars in 2011 to a solid 5 stars for 14 consecutive months and counting.
Fine Dining Server, 11/2010 to 05/2011 Sage Hospitality Resources, Llp – Alexandria, VA,
Served food courses and alcoholic beverages to guests.
TIPS certified.
Set tables according to type of event and service standards.
Held extensive knowledge of menu items and wine selections to answer all questions.
Communicated effectively with the staff to ensure accurate and timely service.
Recorded all transactions in the MICROS system.
Presented physical and accurate check to guest and processed payments.
Restaurant Manager, 08/2009 to 10/2010 Stonebridge Companies – Ogden, UT,
Managed a 20- person restaurant operation with a diverse multicultural background.
Assisted in the strategic planning process of the expansion to a new location.
Authored, The Breakfast Shoppe Employee Manual and implemented an improvement plan based on my analysis of business operations improving employee engagement.
Defined and evaluated all server, hostess, bus person, and barista responsibilities while applying employee initiative and safety programs reducing on the job injuries and customer complaints.
Established and implemented an innovative training system for all new hires to reduce the training period by 2 weeks.
Successfully recruited and on-boarded 9 employees.
Trusted with the collection and distribution of over $10,000.00 of company money, on a daily basis.
Developed and maintained a database for the ordering of products and supplies, reducing monthly purchasing expense by 5%.
Conducted telephone and onsite exit interviews for all employees.
Answered employee questions during the entrance and exit interview processes.
Selected and interviewed candidates for all available positions.
Assessed employee performance and issued disciplinary notices.
Assistant Director of Operations, 01/2007 to 06/2009 Liberty University – Lynchburg, VA,
Independently managed all human resource responsibilities for the New York Office including full-cycle recruitment, and development of 2 training programs setting all sales consultants up for financial success.
Successfully restructured the New York offices' accounting practices to follow generally accepted accounting principles and in doing so recovered over $25,000.00 in uncollected revenue from previous management within 8 months.
Maintained accounts receivables and payables for New York office, including hundreds of domestic and international transactions monthly.
Reduced and controlled expenses by improving resource allocation.
Offered feedback to executive-level management on the effectiveness of strategies, selling programs and initiatives.
Created individual curriculum's for 20 full-time students per semester and counseled each student independently throughout the admissions process, and their coursework.
Maintained regularly-scheduled office hours to advise and assist students.
Personally oversaw each student account with over 10,000 students in company database to maintain proper collections schedules increasing bottom line NOI by 12% in 2008.
Coordinated domestic and international travel arrangements for CEO on a monthly basis.
Maintained strong ties with alumni to foster long-term philanthropic support with the school.
Lounge Server, 08/2003 to 09/2006 Stonebridge Companies – New York, NY,
Served food courses and alcoholic beverages to guests.
TIPS certified.
Set tables according to type of event and service standards.
Held extensive knowledge of menu items and wine selections to effectively answer all questions.
Communicated effectively with the staff to ensure accurate and timely service.
Recorded all transactions in the MICROS system.
Presented physical and accurate check to guest and processed payments.
Administrative Assistant, 1998 to 2002 Dialysis Clinic – Cullman, AL,
Completed case research via LexisNexis and Westlaw databases.
Corresponded daily with clients, insurance adjusters, doctors and attorneys.
Coordinated special projects and events, office activities and staff meetings.
Maintained calendars for 8 attorneys, scheduled appointments and meeting rooms.
Composed and typed routine letters of correspondence.
Made travel arrangements and process travel reimbursements.
Answered telephone multi-line switchboard, screened callers and relayed messages.
Operated office equipment such as photocopier, fax machine, and other office equipment.
Opened new claim files.
Education
Masters of Science: Human Resource Management, Expected in Spring 2014 University of Maryland University College - Baltimore, MD GPA:
Bachelors of Science: Business Administration, Expected in 2012 University of Baltimore - Baltimore, MD GPA:
Bachelors of Art Degree: Theatre Arts, Expected in 2005 Point Park University - Pittsburgh, PA GPA:
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