Janice Wilmore
Corrales,NM
Summary
Skilled operations director with experience in forecasting and planning, operational compliance and administrative management. Implements a result-driven, analytical and logical approach to achieving strategic and tactical goals and objectives. Adept in identifying and analyzing business trends, providing problem solving tools and models, bench marking key operating metrics and leading solutions-oriented cross-functional work teams in a matrix enviornment to improve profitability, quality and operational excellence
Overview
14
14
years of professional experience
Work History
Operation Director
AmeriVet
San Antonio, TX
01.2022 - Current
- Monitored daily operations to ensure compliance with company standards, regulations, and customer service expectations.
- Coordinated with other departments to ensure smooth workflow of projects and tasks.
- Evaluated employee performance regularly through feedback sessions or one-on-one meetings as needed.
- Identified areas of improvement within the organization's operational structure and developed actionable solutions accordingly.
- Created detailed reports regarding operational progress or issues that need attention from upper management.
- Developed and implemented operational strategies, policies, and procedures to ensure organizational efficiency.
- Oversaw budgeting processes, financial reporting activities, and resource allocation decisions.
- Ensured adherence to safety protocols throughout all operational processes.
- Analyzed data related to operational performance metrics such as cost savings, productivity levels, customer satisfaction rates.
- Conducted regular reviews of existing systems and procedures in order to identify areas for improvement or optimization opportunities.
- Organized training programs for personnel development purposes.
- Collaborated with management team to develop long-term business objectives and plans.
- Maintained an up-to-date knowledge base about industry trends and best practices in order to stay ahead of competition.
- Provided guidance and support to subordinate staff in order to maximize their individual potentials.
- Analyzed, compiled and presented statistical, financial, and production processing reports to senior leadership.
- Integrated technology to increase efficiency and real-time accountability of operational tasks.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Implemented successful business strategies to increase revenue and target new markets.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Area Manager
AmeriVet
San Antonio, TX
10.2021 - 01.2022
- Promoted positive customer service experiences by promptly resolving conflicts.
- Inspected store facilities regularly to ensure compliance with safety regulations and standards.
- Developed strategies for increasing sales, market share and customer satisfaction.
- Established strong relationships with vendors to secure competitive pricing and best quality products.
- Oversaw the recruitment process for new staff members including interviewing and training.
- Implemented training initiatives to coach staff on best practices and protocol for enhanced profitability.
- Collaborated with other departments such as Human Resources or Marketing on initiatives related to Area Management duties.
- Evaluated schedules, orders and forecasts to plan processes and meet timetables.
- Monitored and evaluated district performance to ensure goals were met.
- Analyzed financial data such as sales reports, budgets and payroll records to identify areas of improvement.
- Supervised 52 employees, ensuring optimal productivity.
Practice Manager
AmeriVet
San Antonio, TX
09.2019 - 01.2021
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
- Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
- Maintained financial records, including billing and accounts receivable and payable.
- Complied with OSHA and HIPAA regulations.
- Provided leadership and guidance to the medical team in order to meet goals and objectives.
- Facilitated implementation of new technology systems into existing workflows in order to improve operational efficiency.
- Coordinated staff recruitment, training, and scheduling activities.
- Reviewed monthly financial statements for accuracy and completeness before submitting them for audit purposes.
- Checked entire office and waiting areas regularly to provide clean and organized surroundings.
- Created reports that tracked key performance indicators such as revenue growth and efficiency metrics.
- Oversaw 13 assistants, technicians and office administrators.
- Analyzed data from various sources to identify trends or opportunities for improvement within the practice.
- Recruited, hired and trained new medical and facility staff.
Front Desk Team Leader
Acequia Animal Hospital
Albuquerque, NM
06.2014 - 09.2019
- Ensured compliance of all regulatory requirements related to client services activities.
- Oversaw daily operations including scheduling of personnel resources.
- Assisted clients with inquiries, requests, and problem resolution via telephone, email, or in-person contact.
- Developed strong customer relationships by providing excellent service to both new and existing clients.
- Resolved complex customer issues through effective communication and problem solving skills.
- Provided accurate and timely responses to client questions and concerns.
- Analyzed data to identify trends and develop solutions for customer needs.
- Trained team members on best practices for customer service delivery.
- Implemented process improvements to enhance the efficiency of the customer service team.
- Scheduled and confirmed appointments based on customer availability.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Audited customer account information to identify issues and develop solutions.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Client Service Coordinator/Marketing Specialist
The Ohio State Veterinary Medical Center
Dublin, OH
03.2014 - 10.2014
- Client service Coordinator and Marketing Specialist for the start up of OSU Veterinary Emergency and Specialty Center
- Client service specialist and front desk coordinator during peak hours
- Marketing services through the state of OHio to primary care veterinarians and veterinary facilities to promote services and foster lasting relationships between veterinarians and OSU
- Event coordinator for Steps for Sarcoma, a public awareness fundraiser
- Event coordinator for Wag Festival
Marketing Contact/Client Service Representative
Eye Care for Animals
Albuquerque, NM
06.2010 - 09.2014
- Resolved customer inquiries and complaints via phone, email, or other communication channels.
- Assisted customers with product information and pricing.
- Managed client accounts by providing accurate data entry services.
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Performed administrative tasks such as filing documents and responding to emails.
- Answered incoming calls from customers regarding billing inquiries, technical issues, product concerns.
- Adhered to all applicable laws and regulations while performing job duties.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Collected deposits or payments and arranged for billing.
- Mentored junior team members and managed employee relationships.
- Organized promotional events to increase brand awareness and customer engagement.
- Conducted competitor research to understand the industry dynamics and identify opportunities for growth.
- Created and provided marketing material to meet business needs.
Education
Certification For Mediator And Arbitrator For Unified Court System in NY - Lemon Law Arbitration , Mediator
Dispute Settlement Center
Jamestown, NY04-1998
Medical Laboratory Technician - Medical Technology
Jamestown General Hospital
Jamestown, NY06-1974
Associate of Science - Biology
Jamestown Community College
Jamestown, NY06-1972
Skills
- Experience in ordering, tracking and monitoring inventory system-wide from distribution centers to stores for regional territories
- Highly skilled in utilizing forecasting tools to analyze revenue variance, business pipeline and industry trends
- Microsoft Office Suite,Word, PowerPoint
- Avimark, Impromed,Cornerstone
Affiliations
- Executive Director and founding member of the Conservatory Dance Ensemble
- Volunteer and foster for the SPCA
- Volunteer Mediator and Arbitrator for the unified court system
Timeline
Operation Director
AmeriVet
01.2022 - Current
Area Manager
AmeriVet
10.2021 - 01.2022
Practice Manager
AmeriVet
09.2019 - 01.2021
Front Desk Team Leader
Acequia Animal Hospital
06.2014 - 09.2019
Client Service Coordinator/Marketing Specialist
The Ohio State Veterinary Medical Center
03.2014 - 10.2014
Marketing Contact/Client Service Representative
Eye Care for Animals
06.2010 - 09.2014
Certification For Mediator And Arbitrator For Unified Court System in NY - Lemon Law Arbitration , Mediator
Dispute Settlement Center
Medical Laboratory Technician - Medical Technology
Jamestown General Hospital
Associate of Science - Biology
Jamestown Community College
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