Heather Dieguez
Walnut Creek,CA
Summary
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Business Manager
Graspmore Physical Therapy
11.2023 - Current
- Efficiently managed insurance receipts process, ensuring accurate documentation and timely submission, resulting in improved reimbursement rates
- Spearheaded new patient intake procedures, streamlining the onboarding process and enhancing overall patient satisfaction
- Created engaging and informative social media content to enhance brand visibility and attract new clientele, resulting in a 5% increase in follower engagement
- Developed and executed local marketing strategies, including event coordination and collaboration with community partners, leading to 15% increase in foot traffic and referrals
- Implemented referral programs to incentive current patients to refer friends and family, resulting in steady influx of new clients
- Successfully upsold treatment packages to patients, effectively communicating the value proposition and benefits, leading to an increase in revenue by 20% month over month
- Analyzed sales data and trends to identify opportunities for growth, implementing targeted initiatives that resulted in consistent business sales growth
- Fostered positive relationships with patients, ensuring high levels of satisfaction and retention through exceptional customer service and personalized care
- Collaborated with clinical team to optimize scheduling and resource allocation, maximizing efficiency and productivity
- Stayed abreast of industry trends and developments, continuously seeking opportunities to enhance services and improve overall business performance.
Clinic Manager
Impress Orthodontics (Uniform Teeth)
05.2022 - 11.2023
- Administered direct and coordinated activities of the clinic
- Provided thorough supervision for day-to-day operations of facility in accordance with policies
- Actively maintained up-to-date knowledge of applicable state and Federal laws and regulations to prepare for OSHA inspections
- Jumped in to fill gaps for on-call rotation when necessary, as the front desk or dental assistant
- Regularly evaluated employee performance, provided feedback and assisted in coaching and disciplining staff
- Exceeded performance expectations of the clinic with production goals month over month.
Store Manager
Amazon Books
06.2020 - 05.2022
- Supervised a team of up to 30 retail associates and 5 leads
- Cultivated a high-performing environment for direct reports by setting expectations, providing direction and feedback, and fostering a positive environment of continuous improvement and development
- Established and implemented priorities while reaching performance goals and objectives by ensuring direct report workloads were balanced and managed accurately and timely, consistently evaluating individual and team performance, and initiating appropriate action to meet and exceed performance standards
- Conducted quality audits, analyzed results and counseled staff to bring work to, or above, standards and consistent with applicable policies, procedures, and department guidelines
- Developed and maintained close customer ties in collaboration with sales, articulated customer needs, and kept priorities in focus with the expectations of the Customer
- Identified top talent through interview and calibration process, extended offers to identify talent and provided training and development opportunities for direct and indirect reports by continuously giving feedback to aid in the development of talent
- Identified, evaluated, and recommended process improvements designed to increase efficiency/improve quality.
Area Manager
Proper Food
08.2015 - 05.2020
- Overlooked three restaurants in the financial district and managed up to 25 team members at a given time
- Responsible for the recruitment of three store's teams and leadership
- Assisting in launching two new stores in the financial district and growing catering in the company 25% within two years
- Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives
- Optimized profits by controlling food, beverage, and labor costs on a daily basis
- Responsible for ordering food to minimize waste by looking at weekly and monthly sale trends through Excel spreadsheets
- Dealt with customer complaints and concerns achieving a record 100% customer satisfaction ratings
- Worked directly with health inspectors and city officials to ensure that the restaurant meets and exceeds local laws and codes: achieved a record rating of 100% for 6 audits.
Education
Associate of Arts And Sciences - Business Administration and Management
Berkeley City College
Berkeley, CASkills
- Microsoft Excel
- Microsoft Word
- Microsoft Power Point
- Microsoft Outlook
- Google Drive
- Kronos
- ADP
- Loss Prevention
- Customer Service
- Operations Management
- Staff Training
Awards
- Awarded #1 in NPS performance at Amazon Books in 2021 with performance of 90% and a goal of 72%.
- Achieved highest team engagement scores in the network, with an increase of 25% in two years at Amazon.
Certification
- Certified Radiology Safety License -2023
- Infection Control 2023
- CPR Certified 2023
- BLS Certified 2023
Timeline
Business Manager
Graspmore Physical Therapy
11.2023 - Current
Clinic Manager
Impress Orthodontics (Uniform Teeth)
05.2022 - 11.2023
Store Manager
Amazon Books
06.2020 - 05.2022
Area Manager
Proper Food
08.2015 - 05.2020
Associate of Arts And Sciences - Business Administration and Management
Berkeley City College
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