Melody Wade Email and Phone Number

Oversees hospital staff in various departments of a three-doctor practice. Responsible for interviewing, hiring & training of all receptionists and support staff. Attends weekly management meetings with the owners and management team. Confidently handles conflict resolution and client retention. Simultaneously handles incoming calls on 6 phone lines. Works in conjunction with multiple receptionists to schedule appointments, check patients in and out, collect payment, sell Wellness Plans and recommend appropriate over-the-counter products. Handles high call volume of both incoming and outgoing calls on a daily basis. Responsible for invoicing, preparing deposits, and end of day financials. Attention to detail is a necessity to ensure keeping accurate medical records, refilling prescriptions correctly, and relaying communication between the doctors, nurses, and clients accurately. Confidently demonstrates unparalleled customer service over the phone and in person. Utilization of Social Media in order to promote and grow the business. Currently working under curbside protocol due to COVID 19 (includes conducting all business over the phone, social distancing, and proper use of PPE).

Responsible for overseeing all employees in all departments, ensuring proper handling and safety of all dogs in the facility. Acted as hiring manager, interviewing and hiring candidates for employment, coaching and teaching staff, handling conflict resolution, and ensuring excellent customer experience. Responsible for building sales through increasing foot traffic, over the phone sales, online sales, and generating growth through strategic use of social media and brand recognition. Weekly duties include taking inventory of product and ensuring strategic product placement, ordering of product and supplies, controlling labor costs and cogs, payment of invoices, and collection of payment from customers.

Worked in conjunction with management team, acted as manager on duty overseeing 15-30 hourly associates during a shift, assisting with scheduling, accounts payable, bookkeeping, conducting interviews, managing labor, and building sales through outstanding customer service. Coaching and training staff how to build sales through upselling techniques and suggestive selling. As training coordinator I was responsible for all new hire onboarding, orientations, and training and development of staff. Led weekly training meetings with our training team and presented effective power point presentations at regional training meetings. Consistently exceeded sales goals. Weekly monitoring of sales reports and CoGs. Created strategic content for social media platforms to increase traffic virtually and in store, as well as to solidify our brand and culture.

As a veterinary Technician I was responsible for assisting veterinarians in preventive and emergency care. I worked simultaneously as a Vet Tech and as Practice Manager. Job duties included: Taking patient histories and vitals, completing medical records, assisting in surgeries, venipuncture, placement of iv catheters, sample collection, microscopic analysis, usage of variety of diagnostic lab equipment obedience training and behavior counseling, nutrition counseling, answering phones, accepting payments, and other duties. Additional management duties included overseeing 5-10 hourly associates during a shift, writing schedules, paying invoices, conducting interviews, managing labor, and growing the practice through outstanding customer service combined with high quality medical care. Strategic use of social media content to drive trust in our practice, and increase visibility in the field.

Acted as a bench manager traveling between Oklahoma, Arkansas, Missouri, and Kansas retraining store teams and identifying areas of opportunity. Spent anywhere from 1 week to 4 weeks at a time in each location. Permanently relocated to Joplin, MO in 2010 where I was then responsible for overall sales and productivity the entire store, including Pet Sales, Retail Product, Grooming, Training, and Consumables. Responsible for keeping accurate inventory, maintaining store presentation, and accurate pricing. Lead by example to demonstrate outstanding customer service and sales building techniques while overseeing 25-40 employees and managers. Lead meetings, attended conference calls, and traveled for training seminars.

In addition to routine veterinary technician duties, I led the hospital nursing team and receptionists, creating an atmosphere full of Banfield Culture. I was responsible for all aspects of the business including ordering product, hiring and training employees, scheduling, budgets, conflict resolution, implementing new protocols, attending quarterly training seminars and weekly conference calls to review performance reports to discuss opportunities and goals. Opened de novo hospital in 2007. Responsible for event coordination, hospital tours and strategic booth set up to drive traffic into our events.