KELLY DIAZ
Los Angeles,CA
Summary
Collaborative leader with experience developing workflows, managing teams, and defining processes for scale. Has a sweet spot for implementation, supporting cross-functional initiatives, and achieving operational excellence. Eager to contribute to a team that values collaboration, individual initiative, and open communication, in pursuit of impactful work.
Overview
7
7
years of professional experience
Work History
Senior Marketing Coordinator
Origin
Los Angeles, CA
11.2023 - Current
- Managed DTC CRM (Iterable) achieving an 80%+ open rate and a 10%+ click-through rate
- Led campaigns to increase patient demand, resulting in a 10% improvement in clinic utilization
- Streamlined operations and enhanced productivity by implementing new systems including Delzer, and Heymarket
- Monitored the performance of marketing campaigns, provided regular reporting to stakeholders, and identified areas for optimization and improvement
- Collaborated with cross-functional teams to develop and execute marketing strategies aligned with business OKRs, ensuring brand consistency across all marketing materials
- Managed project timelines, tasks, and deliverables, coordinating efforts between internal teams and external vendors to meet project goals and deadlines
- Attended conferences and events, networking with thought leaders to foster partnerships and increase brand awareness resulting in a significant increase in referrals for the company.
Regional Operations Manager
Origin
Los Angeles, CA
12.2022 - 11.2023
- Oversaw operations for 7 states managing a team of 15 employees to achieve business objectives efficiently
- Mentored patient-facing teams to uphold the company’s core values, fostering excellence and customer satisfaction
- Developed and implemented strategies to enhance productivity, minimize costs, and maximize profitability across all locations
- Monitored KPIs to track progress and identify areas for improvement, implementing corrective actions as needed
- Collaborated with VP of Ops to strategize regional growth, identifying new market opportunities and revenue streams
- Managed implementation of new technologies to improve operational effectiveness, providing training and support to teams
- Established Standard Operating Procedures (SOPs) to standardize processes and ensure efficiency across clinics
- Created and implemented training programs for consistent onboarding and skill development, utilizing evergreen content.
Community Lead
Origin
Los Angeles, CA
07.2021 - 12.2022
- Managed staff across three high-volume physical therapy clinics, providing leadership to a team of 10 Clinic Coordinators
- Handled all supply ordering and inventory across all clinics, ensuring efficient supply chain operations
- Implemented management strategies to ensure seamless day-to-day operations, fostering efficiency and collaboration
- Collaborated on the development of the Clinic Coordinator program, an initiative aimed at enhancing patient care standards and operational effectiveness
- Optimized the clinic scheduling and resource allocation, resulting in a significant increase in clinic utilization by over 30%
- Analyzed patient flow improving satisfaction by maximizing appointment availability and minimizing wait times
- Collaborated with partners for marketing campaigns, enhancing brand visibility and patient acquisition
- Managed online reputation fostering positive patient relationships on Yelp and Google My Business
- Facilitated communication between clinic operations and the Product Team, addressing software issues and optimizing functionality.
Operations Manager
MyFridgeRental
Washington D.C
05.2018 - 07.2021
- Oversaw daily operations, including employee scheduling, payroll, inventory, and procurement management
- Implemented and maintained CRM systems (HeyMarket, Brevo) to enhance customer relationship management
- Managed warehouse inventory and optimized delivery processes to ensure efficiency
- Handled customer complaints, effectively triaging issues, and escalating quality concerns as needed
- Spearheaded local marketing campaigns (campus tabling, career fairs, email, and phone outreach) to drive sales growth
- Cultivated and maintained strong relationships with key stakeholders, including affiliated schools, and third-party vendors
- Provided valuable insights and feedback from frontline operations to enhance user experience and operationalize efficiency.
Customer Service Manager
MyFridgeRental
Washington D.C
05.2017 - 05.2018
- Managed high-volume calls and emails, adeptly handling messages and correspondence with professionalism
- Oversaw appointments and work schedules, ensuring seamless coordination and efficiency
- Utilized advanced Excel skills to create detailed lists for deliveries and pivot tables
- Streamlined organizational systems by effectively managing databases and files
- Spearheaded the implementation of administrative procedures and systems to enhance productivity and effectiveness
- Implemented performance management systems to track progress, provide feedback, and drive continuous improvement among team members.
Education
Master of Business Administration (MBA) -
University of Maryland Global Campus
06.2022
Bachelor of Arts (B.A) in American Studies - Communication
University of Maryland
12.2019
Skills
- CMS Management – Wordpress
- Project Management – Notion, Asana, ClickUp
- Design Support – Illustrator, Figma, Canva
- Reputation Management – Yelp, Google My Business
- Fluent in Spanish
- CRM Management – Iterable, HeyMarket, Brevo, Hubspot
- Other – Nimblr, Microsoft Office Suits, Google Workspace, Quickbooks
Timeline
Senior Marketing Coordinator
Origin
11.2023 - Current
Regional Operations Manager
Origin
12.2022 - 11.2023
Community Lead
Origin
07.2021 - 12.2022
Operations Manager
MyFridgeRental
05.2018 - 07.2021
Customer Service Manager
MyFridgeRental
05.2017 - 05.2018
Master of Business Administration (MBA) -
University of Maryland Global Campus
Bachelor of Arts (B.A) in American Studies - Communication
University of Maryland
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