Experience

Portrait

• United States
• Medical Practices
• 1 - 100 Employee

• Manager: Patient Care Coordinator Department

  • Aug 2022 - Present



Elite Body Sculpture

• United States
• Medical Practices
• 1 - 100 Employee

• Practice Manager

  • Dec 2020 - Jun 2022

  Streamline daily operations at a leading minimally invasive body sculpting clinic. Ensure a safe, relaxing, and effortless experience for clients by partnering with physicians and support staff, developing and refining policies and procedures, and maintaining legal and accreditation compliance. Interview, onboard, train, coach, and supervise a team of 10. • Elevated center to 2nd rank companywide in terms of number of 5-star Yelp and Google reviews received in 09/21 by ensuring exceptional service and proactively tracking feedback requests • Helped center become one of the first JHACO accredited centers in the company by preparing for and passing an onsite inspection and survey from the Joint Commission; rapidly mastered all protocols, prepped clinical team on state-specific policies, and gathered all documentation • Enhanced training efficiency and quality by streamlining communications between all departments • Secure rave reviews by personally ensuring that each client is treated as a VIP throughout their experience; proactively follow up on client feedback and constantly translate client needs into policy and training adjustments



Sona Dermatology

• United States
• Medical Practices
• 100 - 200 Employee

• Center Manager

  • Feb 2019 - Mar 2020

  Drove world-class customer service at a leading, top client-rated, full-service medical aesthetics center by leveraging a consultative, education-based approach to translate customer needs into highly tailored services. Tenure ended due to COVID-19. • Achieved new company record for memberships sold within 90 days of launch • Streamlined all store operations while managing a team of 12 and meeting personal sales goals accounting for 25% of the total store goal; sold a wide range of treatments, including Botox, Juvéderm, and CoolSculpting • Won second tier in a company-wide contest by closing 80% of sales within 60 days for a newly launched service • Elevated store to top 10% nation-wide, company-wide performance for CoolSculpting sales for 2019; strengthened partnership with CoolSculpting rep • Cultivated a high-performance, customer-obsessed culture by translating customer feedback into new processes and training materials, onboarding employees to various departments, and providing daily coaching • Enhanced customer satisfaction by developing a new follow-up policy and comprehensive consultation log • Elevated competitive positioning by researching and reporting to management on top-3 competitors • Continuously improved treatment results by building a robust network of third-party business partners



Massage Envy

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Territory Manager

  • Aug 2017 - Dec 2018

  Drove 15% YoY increase in total sales revenue for all skincare departments across 9 clinics in LA, Orange County, and San Diego regions by creating and implementing high-impact trainings and developing strategies to enhance customer and employee experience. Led a team of 30+ estheticians and managers. Oversaw inventory and ordering for all clinics. • Sold 112% over goal and won multiple nationwide corporate contests by conducting monthly team training, with a focus on optimizing sales despite minimum marketing spend on skincare services • Increased sales metrics by 35% across all clinics (from -23% to 12%) by creating new hire training • Transformed previously cashflow negative clinics by developing the territory manager position from the ground up and rapidly adapting to this entirely new role; this position is still in use today (under the Spa Director title) • Achieved award-winning Murad sales by securing exclusive training from the vendor • Elevated customer satisfaction by researching and refocusing sales efforts on the most high-impact services • Optimized profits by reviewing internal spending and developing procedures to minimize restocking costs



European Wax Center

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Designated Manager

  • Jan 2013 - Aug 2017

  Increased overall store revenue by exceeding ambitious center sales goals by 10%+ month over month during locations’ first year of operation, with a focus on translating data into continuous enhancements of the customer experience. Led, coached, and developed a team of 12 associates. Personally maintained 60%–80% monthly close rate (against a center average of 30%–60%). Assisted owners with the opening of 3 new locations (Costa Mesa, Anaheim, and West LA). • Increased bookings and streamlined customer service by keeping a “missed opportunities” log to improve staffing and gaining upper management buy-in for a call center • Served as point person for refining customer service processes and resolving customer is • Actively met personal and center sales goals on a monthly basis that increased overall store revenue • Provided customers with package and product knowledge to help drive sales • Served as the point person to oversee customer service process and provided solutions to customer issues in a timely manner • Analyze data on a weekly and monthly basis to continuously enhance customer experience • Process and oversee inventory shipment orders and deliveries for entire store on a monthly basis