Stephanie Golden Email & Phone Number

Carlsbad, Ca.

Greater San Diego Area

Carlsbad, Ca.

Advised on Business Operations and Organizational Communications, including project management, process improvement, strategic planning, team development, collaboration-building, and facilitation.• Demonstrated an in-depth understanding of the interrelationships and dynamics that affect performance at the individual, team, and C levels.• Utilized appropriate analysis, tools, and methodologies to improve performance and teamwork at all levels of an organization.• Supported client teams to identify best practices, uncovered areas in need of improvement, developed and redesigned workflow, and introduced processes to increase productivity.

Greater San Diego Area

Contracted to advise on Operations and Sales, including Human Resources and Systems Development and Implementation, in a start-up environment for a telemedicine solution providing on-site care to employers, with a focus on wellness, injury reduction, and lowering workers compensation costs; reported directly to the chief executive officer (CEO) and collaborated regularly with the Founder/chief medical officer (CMO), chief technology officer (CTO), chief nutrition officer (CNO), directors, sales team, and outside consultants.• Worked in tandem with internal teams and external service providers to create a strong foundation, including a consistent branded social media presence across all social sites. • Established email strategies, templates, and campaigns, website optimization including Spanish translation, and customer relationship management (CRM) approaches and marketing essentials.• Identified, vetted, hired, and trained all newly created roles across Sales, Operations, and Human Resources; posted jobs, created job descriptions, and drafted contracts and commission structures accordingly.Selected Accomplishments:• Developed operational systems and processes to streamline and organize communication and work flows; instituted weekly company calls for both virtual and sales teams, coordinated all company GoToMeetings for internal and external purposes, calendarized events/follow-ups and set one-on-one’s, developed telephone call guide/expectations and created a phone tree, and designed all company forms including marketing materials.• Signed first customer and worked to build-out partner clinic network in tandem with the director of clinic operations; presented potential investors and partnership candidates for consideration; attended industry conferences for marketing and sales leads; and researched and oversaw the development of telemedicine equipment mobile transport solution.

Costa Mesa, California

Contracted to develop, coordinate, and manage the execution of the monthly in-clinic product and services promotional calendar for one of the country’s largest medically supervised weight loss and wellness companies; worked under the CFO, and in continual collaboration with, the vice president (VP) of marketing and the VP of products and merchandising.• Partnered with appointed resources to execute the promotional calendar, graphic design, email messaging, and clinic communications while staying abreast of industry trends and developments.Selected Accomplishments: • Established promotional calendar (model is still in place) with timely, relevant offers strategically designed to drive revenue and ensure patient engagement.

Costa Mesa, California

Developed strategies and plans to deliver a comprehensive customer experience through all methods of communication including clinic presentations, promotional content, and sales methods; primarily focused on initiatives to measure and drive the customer experience including surveys and e-mail promotions.• Oversaw graphic design and email content.• Delivered sales and marketing promotions, both to online consumers and to field locations, and communicated daily/weekly via phone and email to ensure execution of promotional directives.• Worked collaboratively with core functional business partners including product, marketing, sales, customer service, and clinical field teams to identify the needs and expectations of the customer; drove an exceptional customer experience in alignment with Company directives.Selected Accomplishments:• Launched extended business hours in select locations as a result of collected survey data, resulting in additional revenue streams. • Oversaw the redesign and new clinic opening process for the Company’s prototype clinic; established guidelines for clinic standardization and presentation that was rolled out to all clinics companywide and presented directives at all-company meetings and followed up with clinic visits to ensure consistency in look and feel of the brand.

Costa Mesa, Ca

Oversaw www.shop.lindora.com, Lindora Health Clinics in RiteAid, and Lindora Medical Clinics encompassing 14 locations generating up to $8.5M in annual revenue; communicated vision and purpose and maintained personal accountability for sales and management strategies, operational consistency, human resources, and visual standards and expectations.•Created and monitored online promotional strategies while working hand-in-hand with inventory control and the shipping department, resulting in an efficient workflow process that provided fewer errors, faster delivery turn-around time for the consumer, and a reduction in shrinkage.•Led the recruitment, selection, training, and development of up to 75 clinical and client services support staff, including customer specialists and online nurse coaches across Los Angeles, CA and virtually.•Trained, developed, and coached teams to provide upward internal movement; cultivated environments to foster collaborative and inspiring workplace experiences.•Partnered with internal stakeholders to accelerate development and functionality of teams.•Communicated and monitored training schedule compliance; scheduled training programs, created reports to track course completion, and recommended additional training as needed.•Evaluated training effectiveness; reviewed performance statistics to capture improvements and devise plans to decrease performance gaps.Selected Achievements:•Determined innovative strategies to consistently meet sales goals and surpass satisfaction metrics. •Drove and enabled change and improved team performance through proven facilitation, coaching, and training.•Synergized team efforts to sustain brand integrity, enhance company culture, surpass operational standards, and increase shareholder value; contributed to markedly lower employee attrition rates.•Established presentation guidelines and merchandising direction resulting in visual standardization company-wide and a consistent patient clinic experience.

Oregon Coast

• Strategized a successful business plan including market assessment, marketing & financial plans and location selection as well as sourced vendors and identified product assortment.• Built company from the ground up and developed it into a profitable retail business which sold in 2009.• Managed inventory & finances, as well as generated P.O.’s and receipts in Quickbooks.• Created and maintained a viable web presence with full e-commerce capabilities, including marketing, search engine optimization, product photography & descriptions, order processing & fulfillment and all customer service functions resulting in a 25% share of total sales. • Created a brand identity resulting in a logo line of apparel and products that became a cornerstone in the business.• Received “Excellence in Family Business” award in 2004 from Oregon State’s Austin Family Business Program.• Featured article in Coastal Living Magazine in March 2006.• Involved philanthropically with the Central Coast Humane Society for 9 years.

Greater Los Angeles Area

• Developed performance management systems that drove productivity and profitability for small business and large business subgroups. • Assisted client groups with training needs assessment, instructional design and delivery of custom programs in the areas of customer service, proactive selling, retail multi-unit operations and front-line supervision. • Designed and co-facilitated a 13-session training curriculum focusing on interviewing, hiring & orienting new employees, performance management, networking, recruiting & succession planning, performance appraisals, team building, consensus & communications, conflict resolution etc., which led to improved job performance for client teams.

Greater Los Angeles Area

Supervised 10 stores and 23 managers generating $7.6 million in annual revenue.Managed the opening of 5 new stores in one year and recruited, hired and trained store teams.Helped grow company from 4 to 40 stores.Developed procedures, policies and working documents for the retail store division, for this previously catalog-based company.