Experience

Sona Dermatology

• United States
• Medical Practices
• 100 - 200 Employee

• Director of Cosmetic Sales

  • May 2018 - Present

  Charlotte, North Carolina ● Lead a team of 5+ direct reports, Regional Directors, Sales Trainer, Call Center Managers, Traveling Consultant to support 18 locations in 7 markets across the Southeast to achieve $36M sales goal in cosmetic services ● Developed & implemented a sales follow-up process ● Created & implemented process for face to face and phone consultations, both inbound and outbound calls, writing phone scripts, voicemail scripts, email and text messages templates for all services offered. ●… Show more ● Lead a team of 5+ direct reports, Regional Directors, Sales Trainer, Call Center Managers, Traveling Consultant to support 18 locations in 7 markets across the Southeast to achieve $36M sales goal in cosmetic services ● Developed & implemented a sales follow-up process ● Created & implemented process for face to face and phone consultations, both inbound and outbound calls, writing phone scripts, voicemail scripts, email and text messages templates for all services offered. ● Created workflows in Salesforce to align with follow-up processes ● Lead company sales calls with staff of 50+ team members ● Utilize strong leadership skills to inspire employees to maintain peak performance and productivity levels while maintaining high morale. ● Created a sales training program for on-boarding all new sales staff ● Created a Center Manager (CM) training program ● Developed and Implemented Call Center for Company in less than 4 months- hiring, developing metrics and goals along with bonus programs ● Redesign of current Bonus program for all 300 employees along with introduced a new personal bonus program for skin consultants. ● Monitor daily, weekly, and monthly reporting and analysis based on data from Salesforce. Utilize data to track, coach and strategy with teams, building an action plan to address areas needing improvement ● Measured contact rate, close rate, revenue per lead, and average sale to determine success of each location, and individual ● Responsible for hiring and developing talent that produced constant top line results ● Partnered with Regional Directors to resolve BBB issues- maintained our A+ ratings ● Assisted with conversion of 6 acquired franchise locations in 2 different markets to Sona corporate brand standard, aligning all policies, procedures, protocols and sales processes with the larger organization.

• Chief Operations Officer

  • Mar 2016 - Present

  Charlotte, North Carolina Area ● Overseeing operations of the company to drive growth ● Oversee and mentor the Regional Directors in the company to drive profitable sales in all 18 locations, staff included Administrative, Sales Consultants, Aestheticians, Registered Nurses, Physician Assistants and Nurse Practitioners ● Design and implement business strategies, process and procedures. ● Oversee the day to day operations of the company, including administrative, sales and medical operations. ● Responsible… Show more ● Overseeing operations of the company to drive growth ● Oversee and mentor the Regional Directors in the company to drive profitable sales in all 18 locations, staff included Administrative, Sales Consultants, Aestheticians, Registered Nurses, Physician Assistants and Nurse Practitioners ● Design and implement business strategies, process and procedures. ● Oversee the day to day operations of the company, including administrative, sales and medical operations. ● Responsible for overseeing the hiring and building of talent among all 18 centers nationwide. ● Provide operational support and processes company wide in pursuit to achieve center sales goals. ● Strategic planning and implementation of any new technology roll outs ● Development and launch in all 18 locations on Salesforce CRM ● Develop operational process for all in center daily functions; prepare and complete action plans; implement quality and customer-service standards; resolve problems; complete audits ● Partnered and maintained relationships with external vendors, selection of new technology to offer, developing sales scripts to go along with the service. ● Accountable for coaching and developing entire staff on sales techniques and best practices, providing any support for the center to run successfully. ● Ensure all locations are Proficient with patient scheduling to maximize nurse utilization along with technology usage ● on-boarding and training for all new Sales Consultants and Center Managers. ● Oversee all policies and procedures are being followed daily from all staff in each center. Communicate and hold accountable each center and individual for any new company initiatives. Serve as a resource to all other RD’s to assist them in their role, leading by example. ● Ensure centers meet regulatory and compliance guidelines as outlined by the Corporate Compliance and OSHA/HIPPA ● Partner with Chief Marketing Officer to develop monthly promotions and sales events.

• Sr. Regional Director

  • Aug 2013 - Mar 2016

  Charlotte, North Carolina Area ● Hired and developed talent within each center for all roles (sales, medical and administrative) to achieve center sales goals in a region of five centers in two states. ● Coached and developed entire staff on sales techniques and best practices, providing any support for the center to run successfully. ● On boarded and trained all new sales consultants. ● Manage day to day operations of five locations and drive sales in all measurable segments and … Show more ● Hired and developed talent within each center for all roles (sales, medical and administrative) to achieve center sales goals in a region of five centers in two states. ● Coached and developed entire staff on sales techniques and best practices, providing any support for the center to run successfully. ● On boarded and trained all new sales consultants. ● Manage day to day operations of five locations and drive sales in all measurable segments and services ● Provide detailed and clear communication to corporate and center staff regarding performance, trainings, and roll-outs ● Collaborate with corporate staff for trainings, employee development, and initiatives to support center operations ● Work with accounting department to ensure profitable practices and purchasing in centers ● Direct five Center Managers on daily sales and performance plans for center staff; follow up daily for accountability ● Proficient with patient scheduling to maximize nurse utilization along with technology usage ● Collaborate with HR on employee issues and determine and see through corrective action ● Resolve escalated client complaints and frequently assess client feedback and sentiment ● Analyze center and individual sales results and performance to determine future trainings and focuses ● Oversaw that all policies and procedures are being followed daily from all staff in each center in the region. ● Communicated and holds accountable each center and individual for any new company initiatives. ● Regional Director of the Year in 2015 and 2014.

• Center Manager - Lake Norman Center

  • Sep 2011 - Jul 2013

  Huntersville, NC ●Served as the core of the Center team, leading by example and supervising all medical, office and sales staff. ●Was Responsible for the day to day operations within the center. ●Develop and manage a team of 16 highly successful administrative, sales, and medical professionals. ●Motivated and inspired to achieve personal and company goals daily by offering ongoing training to staff. ●Developed strong relationships with potential clients via phone and face to face to drive sales… Show more ●Served as the core of the Center team, leading by example and supervising all medical, office and sales staff. ●Was Responsible for the day to day operations within the center. ●Develop and manage a team of 16 highly successful administrative, sales, and medical professionals. ●Motivated and inspired to achieve personal and company goals daily by offering ongoing training to staff. ●Developed strong relationships with potential clients via phone and face to face to drive sales. Managed and resolved all escalated client issues. ●Managed providers calendars and maximizing the use of technology and staff schedule to allow increase in sales. • Develop strong client relationships through effective phone and face-to-face interaction • Deliver exceptional results against daily, weekly, and monthly sales targets • Provide Sona clients with an exceptional client experience by developing relationships, following up in a timely manner, and recommending relevant products and services • Manage follow up process by reaching out to potential clients to help educate them on the process, identify where they are in their decision-making process, and/or follow up on previous contacts • Partner with both internal and external resources to provide solutions to clients • Carefully listen to concerns, identify solutions to problems and provide clients with the products and knowledge for their needs • Prospect for new customers and secure appointments to share company value proposition and service offerings. • Manage existing accounts on a daily basis making client calls to uncover need. • Using the Salesforce CRM tool, prepare a weekly sales plan that shows initiated sales, sales leads and prospects



EXPRESS

• United States
• Retail
• 700 & Above Employee

• Store Manager

  • May 2006 - Sep 2011

  Charlotte, North Carolina Area Was responsible for the day to day operations within a specific location and also managed other remote locations as well. Was accountable to ensure the operational execution of each of the stores through positive service experiences that will drive profitable top line sales growth. Also, was accountable for daily sales results within each location and responsible to achieve daily, monthly, quarterly along with yearly goal. Required employees to be a self-directed leader to ensure… Show more Was responsible for the day to day operations within a specific location and also managed other remote locations as well. Was accountable to ensure the operational execution of each of the stores through positive service experiences that will drive profitable top line sales growth. Also, was accountable for daily sales results within each location and responsible to achieve daily, monthly, quarterly along with yearly goal. Required employees to be a self-directed leader to ensure the consistent execution of the customer service and operation execution in all the stores. Directly in charge of 30 managers and 5 locations which each could have up to 100 employees.

• Store Manager

  • May 1998 - May 2006

  Charlotte, North Carolina Area Was responsible for the day to day operations within the individual store, manage the operational execution of the stores through positive service experiences that will drive profitable top line sales growth. Coached and developed all store associates to consistently provide a positive customer experience by offering products, information and a shopping experience that will build brand loyalty. Led Co Managers with specific responsibilities to achieve personal and store daily goals… Show more Was responsible for the day to day operations within the individual store, manage the operational execution of the stores through positive service experiences that will drive profitable top line sales growth. Coached and developed all store associates to consistently provide a positive customer experience by offering products, information and a shopping experience that will build brand loyalty. Led Co Managers with specific responsibilities to achieve personal and store daily goals. Drove the store’s visual execution, attracting, hiring, training and development of all positions within the store. Depending on the specific store managed up to 300 on staff and responsible for scheduling them on a weekly basics.