Ivy Porter
San Antonio,TX
Summary
Experienced leader with a proven track record of driving business growth and fostering exceptional client relations within the aesthetic and beauty industry. Highly skilled in guiding teams to surpass revenue targets while delivering unparalleled customer experiences. Adept in strategic planning, conflict resolution, and mentorship to consistently optimize operations and enhance team performance. Demonstrates a strong ability to cultivate partnerships with industry leaders, leveraging networking and communication skills to drive innovation and achieve organizational objectives.
Overview
5
5
years of professional experience
Work History
Practice Director
The Injection Room
09.2023 - Current
- Lead and support a team of two receptionists and 6+ injectors, driving team performance to consistently achieve monthly revenue targets and surpass a $275k income goal through strategic planning and execution
- Established metrics-driven goals for team members to drive accountability and improve productivity levels consistently.
- Evaluated and optimized internal workflows, resulting in significant cost savings and process improvements.
- Assessed processes and procedures, complying with HIPAA regulations.
- Manage financial transactions, including handling large sums of money and depositing funds at the bank, while ensuring accuracy and compliance with financial protocols
- Increased client satisfaction rates by creating customized solutions for complex business challenges.
- Championed initiatives aimed at enhancing employee engagement, promoting collaboration among team members, and fostering a positive work environment conducive to success.
- Collaborated with cross-functional teams to deliver optimal results in project management efforts.
- Delivered exceptional client service by proactively addressing concerns, resolving issues, and maintaining open lines of communication throughout engagements.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office and medical supplies and kept check on inventory levels.
Office Coordinator
The Injection Room
06.2023 - 09.2023
- Orchestrated the smooth execution of daily operations, troubleshooting any issues or challenges that arose to minimize disruptions, uphold service standards, and ensure adherence to regulatory standards, including HIPAA
- Managed front desk operations to ensure a seamless and welcoming client experience while maintaining efficient administrative and recordkeeping processes
- Oversaw inventory management initiatives for medical supplies and skincare products, proactively identifying and communicating supply needs to management to ensure uninterrupted service delivery
- Addressed and resolved various patient concerns and complaints, employing empathy and professionalism to maintain patient satisfaction and loyalty
- Served as a liaison between staff and upper management, effectively communicating operational needs and feedback to enable continuous improvement initiatives
Receptionist
The Injection Room
02.2023 - 06.2023
- Managed a high volume of incoming calls, efficiently triaging inquiries and directing calls to appropriate staff members to ensure timely responses and exceptional customer service
- Provided comprehensive information to clients regarding services offered, practice procedures, and post-treatment care instructions, demonstrating in-depth knowledge of aesthetic treatments and services
- Facilitated patient check-in processes, including collecting necessary paperwork and verifying identification to ensure compliance with regulatory standards, including HIPAA, and practice protocols
- Assisted injectors by capturing before-treatment photos and administering numbing agents as needed, contributing to the preparation and comfort of patients prior to procedures
- Managed the checkout process by processing payments and applying applicable discounts or promotions accurately to ensure a positive and streamlined experience for clients
Customer Experience Agent
Tecovas
10.2021 - 02.2023
- Managed 50+ customer inquiries daily, resolving issues effectively to ensure satisfaction and retention while upholding the company's reputation for exceptional service
- Utilized various software tools and platforms to handle inbound calls, emails, and chat messages, navigating multiple systems to provide timely responses and resolutions to customers
- Maintained thorough records of customer interactions, accurately documenting inquiries, resolutions, and feedback to facilitate continuous improvement and inform future service enhancements
- Collaborated with leaders to identify trends in customer feedback and develop proactive strategies for improving the overall customer experience, contributing to the long-term success and growth of the company
Eyelash Extension Technician
Bombshell Beauty Bar & Salon
09.2019 - 10.2021
- Provided precise eyelash extension services tailored to individual client preferences, advising clients on suitable options based on their desired look and personal style to ensure satisfaction and repeat business
- Managed client appointments effectively, maintaining adherence to salon scheduling standards and accommodating new and returning clients with efficiency
- Cultivated a welcoming and cooperative atmosphere, fostering exceptional client experiences through a friendly demeanor and personalized services to build a loyal client base and positive salon reputation
Education
Associate of Arts -
Yavapai College
Esthetician License in Aesthetics -
Rogers Academy
Skills
- Business Development
- Performance Management
- Team Training & Development
- Operations Optimization
- Strategic Planning
- Resource & Inventory Management
- Financial Management
- Administrative Management
- Client Relationship Management
- Managing Medical Practices
- Customer Service
- Business Operation Management
Educationandlicenses
- Associate of Arts, Yavapai College
- Esthetician License in Aesthetics, Rogers Academy
Timeline
Practice Director
The Injection Room
09.2023 - Current
Office Coordinator
The Injection Room
06.2023 - 09.2023
Receptionist
The Injection Room
02.2023 - 06.2023
Customer Experience Agent
Tecovas
10.2021 - 02.2023
Eyelash Extension Technician
Bombshell Beauty Bar & Salon
09.2019 - 10.2021
Esthetician License in Aesthetics -
Rogers Academy
Associate of Arts -
Yavapai College
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