Erica Kruse
Marysville,OH
Summary
Dynamic leader with expertise in data-driven decision-making and strategic planning. Proven track record of optimizing processes to drive revenue growth and enhance retention across multi-unit operations. Motivated by the continuous desire to learn and grow personally and professional, I have a need to make a significant impact in the company I work for and drive results.
Overview
8
8
years of professional experience
Work History
Director of Lead Conversion
Face Forward Aesthetics
Columbus, OH
10.2025 - 04.2026
- Drove revenue by ensuring new leads are converted into booked-and kept appointments. Optimized the communication flow to leads and guests with an emphasis on conversion processes across all 10 locations. Fully owned the lead-to-booking conversion process company-wide.
- Coached, trained, and developed staff to build a lasting guest-friendly communication flow that maximizes guest retention and continued to increase new guest booking %.
- Monitor daily, weekly, and monthly conversion process, recognize gaps quickly, problem solve, and implement new strategies to overcome areas of opportunity and celebrate wins.
- Create and implement standardized scripts that are best-in-class, follow up cadences, and objection handling and sales tactics within my team.
- Provide real-time coaching on calls, consults, and digital interactions. Run call reviews, role-plays, and mystery shops to reinforce best practices.
Regional Operations Manager
Face Forward Aesthetics
Columbus, OH
04.2024 - 10.2025
- Oversaw entire operations of 10 high-end medical aesthetics spas and ensured success and growth company wide through driving business goals, monitoring KPIs, measuring team effectiveness, and monitoring results.
- I developed and implemented policies and procedures to achieve organizational goals and KPIs, regularly provided coaching and feedback by setting expectations, training, and managing employee performance.
- Reviewed daily, monthly, quarterly and annual KPI reporting to help determine additional support and process improvements needed and problem solve to pivot focus as needed.
- Executed effective strategy and tactics to create positive work dynamics through constant coaching and mentoring and working to identify existing and potential areas of opportunity within regional facilities to implement change as needed.
- Streamlined operational workflows to enhance efficiency across regional clinics.
- Coordinated training programs for staff to improve service quality and patient satisfaction and retention.
- Developed standard operating procedures ensuring compliance and success within industry standards and best practices.
- Recruited and interviewed employees for all positions, both clinical and non-clinical, within the company.
Operations Manager
Gen4 Dental Partners
Dublin, OH
06.2022 - 04.2024
- Led cross-functional teams to implement process improvements to give a best-in-class patient experience.
- Streamlined operational workflows to enhance guest experience, manage complex scheduling for multiple offices with multiple doctors, and ensured each doctor was meeting and exceeding production and revenue goals.
- Coached and developed treatment coordinators while monitoring success through KPIs.
- Developed and maintained Standard Operating Procedures for clinical and administrative tasks to work efficiently and effectively.
- Coordinated training programs for staff on new systems and best practices.
- Interviewed, hired, and trained new team members to continue the growth of the company.
- Developed strong relationships with referring doctors and vendors, resulting in close work relationships with high referral percentages, better pricing and improved service quality.
Operations Manager
Aspen Dental
DuBois, PA
06.2020 - 04.2022
- Oversaw, trained, and managed the business side of Aspen Dental. I was responsible for all non-clinical work inside the office, including patient satisfaction, insurance verification and eligibility and benefits, billing, office performance, employee development, ordering, and onboarding.
- Presented in-depth treatment plans to patients, overcame rebuttals and utilized sales techniques to overcome obstacles and get patients the treatment they needed.
- Ran weekly, monthly, and quarterly meetings with my team to review goals, areas of opportunity, and develop strategies to implement in the practice.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Oversaw facility maintenance, ensuring optimal functionality of equipment at all times.
- Directed initiatives to improve work environment, company culture or overall business strategy.
General Manager
Anytime Fitness
Saint Marys, PA
06.2019 - 06.2020
- I was fully responsible for the ownership in driving the growth of sales and revenue within the club, effectively managing and driving the prospect pipeline and ensuring that daily structure and focuses are clear and upheld by all club level staff.
- Opened our first club with over 1,000 members during pre-sale before opening the doors.
- Establishing and maintaining a positive presence in the local community through outside events and networking, developing and nurturing relationships with prospective members through outreach calls, appointment setting, and club tours, and managing day to day operations.
- I assisted the owner/CEO with opening 4 other locations to quickly gain profitability and have successful pre-sales within each location.
- Developed marketing strategies that increased memberships and member retention by leveraging social media platforms.
- Managed a team of sales professionals and personal trainers, fostering a positive work environment and high employee satisfaction.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Operations Manager
LA Fitness
Clearwater, FL
11.2017 - 11.2018
- Managed all personnel from front desk, sales, personal training, janitorial, and babysitter area to provide a best-in-class service to members and guests.
- Developed and implemented strategies to increase sales and profitability while putting a large focus on member retention.
- Directed marketing campaigns, utilizing social media platforms for outreach and promotion.
- Ensured compliance with health regulations, maintaining high standards of facility cleanliness and safety.
- Cultivated strong relationships with not only the members but through local marketing with other businesses, vendors, and partners to ensure long-term success and loyalty, and a wonderful reputation within the community.
- Worked with LA Fitness from a corporate level to make calls to members with balances and was consistently in the top of the company for highest collection rate.
Education
Bachelor of Science - Sport Management
The Ohio State University
Columbus, OHSkills
- Multi-unit management
- Leadership and team development
- Strategic planning
- Relationship building
- Data analysis, KPI-tracking, and implementation
- Verbal and written communication
- Decision-making
- Problem solving
- Project coordination
Timeline
Director of Lead Conversion
Face Forward Aesthetics
10.2025 - 04.2026
Regional Operations Manager
Face Forward Aesthetics
04.2024 - 10.2025
Operations Manager
Gen4 Dental Partners
06.2022 - 04.2024
Operations Manager
Aspen Dental
06.2020 - 04.2022
General Manager
Anytime Fitness
06.2019 - 06.2020
Operations Manager
LA Fitness
11.2017 - 11.2018
Bachelor of Science - Sport Management
The Ohio State University