As the Firm Administrator, I led initiatives to achieve operational excellence by overseeing all administrative functions and ensuring efficiency, growth, and client satisfaction. I successfully drove full-cycle recruiting efforts, achieving a 150% team expansion. In this role, I was the primary liaison with our PEO, managing onboarding, payroll, and benefits administration. I negotiated enterprise-level contracts and facilities leases. My passion for staff retention led me to develop and implement a quarterly team survey focused on cultural metrics. Additionally, I served as a Level One helpdesk technician and coordinated with our third-party IT vendor. I also created internal dashboards in Looker Studio and facilitated their transition to Power BI.

As a Hospital Administrator in an EOS environment, I managed hospital operations to ensure high-quality patient care, effective staff management, and adherence to regulatory standards. I oversaw onboarding, payroll, and benefits administration. I successfully reduced operating expenses by leveraging KPIs to establish weekly budgets and rethinking our procurement processes. Additionally, I developed a marketing role that enhanced website and social media engagement and client service levels, using NPS scores to measure success. Finally, I created, administered, and analyzed a quarterly employee engagement survey process to monitor cultural sentiment in order to improve retention.

As Operations Manager, I spearheaded operational activities to enhance efficiency, productivity, and business growth. I identified key business drivers, embodied the practice culture through my actions, and implemented best practices that led to significant increases in revenue and EBITDA. Consequently, FY 2021 saw a 45% year-over-year sales increase and a 35% rise in EBITDA. Through quarterly culture surveys, 90% of employees reported being extremely satisfied to satisfied with their roles. I developed and reviewed weekly internal reports on KPIs, successfully keeping inventory expenses at 15% and weighted labor under 23%. I brought two national partners into the organization through established relationships with external vendors. By implementing a best-in-class client service model, my efforts also resulted in customer NPS scores exceeding 90%. I was responsible for payroll processing, onboarding, and offboarding team members.

As the Regional Director of Field Operations or Franchise Business Consultant, I ensured operational excellence and profitability across multiple franchise locations through strategic guidance and support. I generated royalty income through franchisee use of internal systems, improving franchise agreement compliance, building relationships to enhance franchisee satisfaction, guiding struggling operators, participated in royalty collections and reducing receivables from 25% to 3%. I successfully led an 8% growth in royalty income, 7% growth in royalty percentage, and a 7% increase in revenue. Additionally, I designed and implemented a “Fast Start” program for new franchisees, which increased first-year franchisee revenue by 60%. I also created a weekly dashboard for senior leadership. I attained IICRC certification in Water (WTR) and Mold (AMRT) Remediation.

I oversaw daily operations, ensuring efficient workflow, quality care, and regulatory compliance. My role involved improving operating expenses, enhancing internal culture, and innovating systems and processes. I successfully reduced weekly inventory expenses to 18%, enhanced fiscal performance by 16%, and reduced labor costs by 20% to a weighted percentage of 23%. I replaced a paper chart-based system with a computer-based paper-lite process, which improved client wait times. I revamped the internal service delivery model, enhancing the quality of care and team efficiency by eliminating missing charts. I reduced turnover and safety incidents through an improved culture of care and attention to detail and recruited and onboarded five new DVM hires.

As an Operations Consultant, I optimized business processes by creating performance improvement solutions. Independent veterinary clinics and small businesses retained me to review culture, strategize and lead change, improve systems and processes, enhance technology, and perform financial analysis and valuations. I coached businesses to surpass their EBITDA growth forecasts by 15% by identifying key financial levers and implementing cost controls while managing high labor costs downward. I ignited a 20% increased customer satisfaction by overcoming a pervasive lack of employee engagement, increasing focus on metrics, coaching, modeling, and expecting standards of exceptional service. I positioned organizations for an 18% to 22% net profit gain by negotiating new supplier relationships that slashed lab expenses by 35% by providing insights from national practices.