Laura Masterman Email & Phone Number

Mesa, Az, Us

Lead a team of two direct reports, managing customer communications and ensuring resolution of escalated inquiries via Salesforce, improving customer satisfaction and retention rates.Interpret and communicate complex genetic results for dogs and cats, advising customers on breeding decisions and contributing to accurate, data-driven recommendations based on inheritance patterns and genomic traits.Manage key accounts, including AKC and MARS, ensuring timely fulfillment of orders for companion animal genetic testing services.Collaborate cross-functionally with Sales, Shipping, IT, Data Reporting, and Veterinarians to streamline processes, reduce service delays, and improve operational efficiency.Oversee training and development initiatives for team members, enhancing knowledge of genetic testing protocols, customer service, and troubleshooting.Handle customer complaints and complex inquiries, resolving issues with a focus on maintaining a high level of satisfaction.

Tempe, Arizona, United States

While leading operations, I directed the center's daily operational workflow from end to end. This encompassed various responsibilities, such as scheduling, coordinating patient communications, and arranging appointments for approximately 20 daily patients. Additionally, I oversaw reporting flows for over 10 internal and external vendors, ensuring smooth and efficient operations within the center.Accomplishments Include:- Implemented agile and waterfall management strategies to decrease scope creep across schedules for 4+ doctors; translated 24+ months of data to reframe existing scheduling frameworks, increasing reporting rates by +22% in <7 months for 500+ yearly patients- Examined scheduling gaps across 3+ scheduling platforms to mitigate reporting and enhance the patient experience lifecycle; enacted the brands current scheduling framework, a strategy that resulted in a +97% re-care scheduling rate within <6 months of enactment.

Tempe, Arizona

• Managed financial, stakeholder, and vendor operation across the clinic to decrease fiscal spending while enhancing organizational reports; individually oversaw 5+ vendor contracts and relations exceeding $300K in fiscal value across laboratory operations. • Trained and developed incoming associates, nurses, and junior professionals to meet organizational compliance standards; developed a team of 8+ nurses and associates on industry and clinic best practices, allowing the team to achieve a +98% service satisfaction rate. • Oversaw the development of all patient communications, procedures, and ad-hoc operations to strengthen scheduling efforts; revamped the clinic’s existing scheduling agenda to seamlessly accommodate and better manage 15+ daily patients, an overall +3% intake rate.

Hutto, Texas

• Brought on to expand practice market position, organizational workflows, and patient intake levels; implemented industry best practices that allowed the Chief Executive Officer to better broadcast the clinic, driving marketing/patient awareness by +150% in <3 months. • Monitored industry best tech practices in contrast to the firm’s former working to ensure that industry standards were met; enacted the usage of 8+ industry relevant practices ranging from vaccinations to the usage of radiograph machines ($250K+ in value) in ~12 weeks. • Centralized patient information to decrease reporting errors, strengthen patient reporting, and deliver on-time services; designed and managed the clinic’s Y’19 scheduling strategy, a strategy that allowed scheduling leaders to see a +145% expected client intake rate.

Ripon, California, United States

• Fostered and maintained relationships with stakeholders and industry leaders to define and track relevant key performance indicators (KPIs), allowing management a better understanding of the clinic’s financial, patient, and vendor reporting exceeding $500K in value. • Engaged with business partners to understand project requirements, objectives, and desired outcomes ranging, but not limited to customer success, marketing objectives, patient goals, and internal performance reports across 5+ diverse business units and teams. • Identified, assessed, and mitigate project risk to enhance clinic safety guidelines; collaborated with senior leadership to develop risk management plans and strategies that allowed 300+ yearly patients to understand centralized surgery impact on a 1on1 basis.