Summary
Work History
Education
Skills
Timeline
Generic
Denise Flanagan

Denise Flanagan

Damon,TX

Summary

Experienced leader with a proven track record in guiding teams, managing complex projects, and driving strategic objectives to successful completion. Expertise in developing streamlined processes that enhance efficiency while maintaining high quality standards. Recognized for a collaborative approach that fosters teamwork and aligns efforts with organizational goals, ensuring a commitment to excellence in every endeavor. Passionate about leveraging skills to inspire teams and achieve outstanding results.

Work History

Regional Operations Director VCA Urgent Care

VCA, Inc.
2023 - 2025
  • Supervised multiple Urgent Care locations across multiple cities and state lines, ensuring consistency in performance and quality.
  • Opened 23 Urgent Care centers in partnership with the DeNovo team and enhanced brand visibility through local collaborations.
  • Fostered a culture of accountability, engagement, and work-life balance; achieved highest Associate Engagement Score in the MARS organization.
  • Implemented tracking systems to identify patterns and improve operational efficiency, including regulatory compliance across jurisdictions.
  • Promoted exceptional service by maintaining consistent communication with hospitals and creating impactful training materials for associates. Upheld operational guidelines to consistently achieve top-tier NPS and medical quality metrics.
  • Recruited qualified veterinarians and ensured uninterrupted service through effective relief coverage management.
  • Delivered leadership training on managing COGS and T&E, and held regular one-on-one meetings for engagement and performance.
  • Designed community- focused projects and established partnerships to raise local awareness and drive business development.

Manager of IT Software Field Team

VCA
2019 - 2023
  • Managed a team of Software Field Trainers, across multiple states, for VCA's proprietary software, WOOFware.
  • Responsible for the logistics of the conversion projects, scheduling, travel arrangements, hospital training pre and post the software conversion process, all within budget parameters.
  • Field Trainers also provided support to 1000+ converted WOOFware hospitals through continuing education on Teams and on site visits to help hospitals improve day to day efficiencies within the hospital settings.
  • Implemented WOOFware user feedback mechanisms to gather insights on the software's shortcomings and used this information to guide strategic planning on improving the overall user experience.
  • Established team priorities, maintained schedules, payroll, expense report management and monitored performance.
  • Recruited, interviewed and hired Field Trainers and implemented mentoring program to promote positive feedback and engagement.
  • Fostered a culture of accountability, engagement, and work-life balance of a fully remote team by connecting weekly to discuss any issues we may have as well as talk through our goals for current projects.


IT Software Trainer

VCA
2012 - 2023
  • Coordinated software conversion and implementation processes for 1000+ hospitals in the US and Canada.
  • Focused on pre-conversion hospital visits, 3-5 weeks prior to software conversion to observe and determine the best way to integrate the software into their current hospital workflow.
  • Adapted training style to meet the unique needs of various learning styles, fostering a positive learning environment.
  • Provide on-site post conversion training to continue to support the hospitals as they become more proficient in the software and help determine and overcome their challenges.
  • Increased hospital team satisfaction by resolving technical issues promptly during training events.
  • Attend VCA regional & national meetings to present to the leadership teams new features and efficiencies.
  • Prepared and delivered instructor-led virtual training sessions for all software users.
  • Proactively identified opportunities for process improvements within the training department, contributing to overall efficiency gains.


Hospital Manager

VCA Southwest Freeway Animal Hospital
2006 - 2012
  • Recruited new employees including veterinarians, receptionists, technicians, and kennel staff for a four doctor practice.
  • Focused on mentoring, team education and career growth.
  • Responsible for financial management, budget strategies, P&L statement analysis.
  • Created and implemented systems to improve team accountability, reliability and efficiency.
  • Performed quarterly and annual performance reviews.
  • Client service initiatives, including enabling the "Come in Now" policy, implementing in-room check out to give privacy around financial matters.
  • Used contests and incentives to encourage adoption of new initiatives and make change more enjoyable for the Team.
  • Focused on recruiting and measuring the retention of new clients and created a referral reward program.
  • Successfully developed and implemented a marketing program with area rescue and shelter groups that allowed for an increase in number of orders as well as new clients.
  • Assisted the Regional Operation Director with new acquisitions, company mergers, and new manager orientations to VCA.
  • Provided regional hospital consulting, for practices struggling with efficiency, performance and high staff turnover.
  • Received multiple employee recognition awards including two National Super Star awards for participation in companywide software conversions and new hospital orientation into VCA.

Front Office Manager

Southwest Freeway Animal Emergency Hospital
2000 - 2006
  • Managed a Team of twelve that scheduled and received appointments and emergencies for a 24/7 practice.
  • Processed financial transactions and completed daily audits of doctor services.
  • Handled all client complaints.
  • Managed the hospitals monthly account receivables and client billing.
  • Trained the hospital during the conversion of the software system to Cornerstone.
  • Developed a customer service guide including Cornerstone training for front desk and technicians.

Director of Rooms Divisions

The Talbott Hotel
1995 - 1998
  • Responsible for operations of the front desk, bellman, concierge and house keeping departments of a 200-room luxury hotel.
  • Developed an employee-training manual that was incorporated into the company’s protocol and training requirements.
  • Directed the staff on the special needs of individual guests, tour groups and citywide convention services.
  • Handled all guest complaints and billing discrepancies.
  • Worked closely with the sales and reservations department to meet the needs of corporate and private group sales.
  • Purchased and implemented inventory control programs for hotel amenities and supplies.
  • Prepared monthly and annual forecast statements.
  • Performed all human resource functions including training, education, hiring and terminations.

Education

Bachelors of Science - Cultural Anthropology

The University Of New Hampshire
Durham, NH
01.1994

Associate Degree - Applied Animal Science

The University Of New Hampshire
Durham, NH
01.1992

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Norwalk Community College
Norwalk, CT
01.1989

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Dyname Internship Program
Worcester, MA
01.1988

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Ithaca High School
Ithaca, NY
01.1987

Skills

  • Two decades of veterinary operations expertise
  • Skilled in Microsoft Office applications
  • Clear communication abilities
  • Project execution management
  • Policy formulation and execution
  • Workflow optimization
  • Compliance program management

Timeline

Bachelors of Science - Cultural Anthropology

The University Of New Hampshire

Associate Degree - Applied Animal Science

The University Of New Hampshire

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Norwalk Community College

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Dyname Internship Program

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Ithaca High School

Regional Operations Director VCA Urgent Care

VCA, Inc.
2023 - 2025

Manager of IT Software Field Team

VCA
2019 - 2023

IT Software Trainer

VCA
2012 - 2023

Hospital Manager

VCA Southwest Freeway Animal Hospital
2006 - 2012

Front Office Manager

Southwest Freeway Animal Emergency Hospital
2000 - 2006

Director of Rooms Divisions

The Talbott Hotel
1995 - 1998

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