Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kylah K. Owens

Kennesaw,GA

Summary

Exceptionally dedicated, service orientated manager with a strength in managing multiple projects simultaneously, skilled in training staff with exceptional communication and computer abilities. Proactive and hardworking individual focused on continuous operational improvement.

Overview

11
11
years of professional experience

Work History

Center Manager

European Wax Center - Kennesaw
02.2023 - Current
  • Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates. Including staffing, center payroll, ordering and compliance.
  • Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Under my leadership Service Dollars, as well as Adjusted and Package Sales increased by 89% for 2023.

Director of Operations

The Elaine Sterling Institute
03.2021 - 01.2023
  • Oversaw day-to-day production activities of over 400 enrolled students, ensuring the institute is managed and performing efficiently and effectively.
  • Defined, implemented and revised operational policies and guidelines.
  • Managed procurement, inventory and school/spa/salon dispensary operations, also assembled, installed and repaired all equipment as necessary.
  • Maintained cleanliness and organization of school/salon and spa workspace, working closely with employees to systemize tasks, teaching students for real world expectations in the spa/salon world.
  • Ordered, tracked, managed and organized massive supply inventory dedicated to all institute programs ensuring students received uniforms, books, iPads and all kit items as included with their tuition; also keeping track of any shortages or backordered supplies and notifying recipients once items were available.
  • Promoted from Spa Director to Director of Operations.

Veterinary Practice Manager

My Pet's Vet Formerly Vitality Veterinary Services
11.2018 - 02.2021
  • Provided exemplary customer service to owners by answering animal health questions and educating about positive animal care practices.
  • Coordinated front office duties, including customer service, patient scheduling and billing.
  • Managed financial documentations such as expense reports and invoices.
  • Managed master calendar and scheduled appointments for 2 providers based on optimal patient loads and clinician availability.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Ignited and maintained relationships with vendors/reps and established quarterly trainings to help progress everyone's continuing education needs as well as maintaining superior product knowledge.
  • Traveled to our sister hospital to train new employees as well as implement company SOP's.
  • Reviewed wellness plans for accuracy as well as created collection efforts on past due balances.
  • Retained 85% of clients when company was sold due to creating mass email informing of new policy's, procedures and pricing.
  • Promoted from Lead Receptionist to Practice Manager.

Office Manager

Doctors Spa
05.2017 - 05.2018
  • Promptly responded to inquiries and requests from prospective clients, maintained client charts and created all new patient intake forms.
  • Assisted Dr. Curran with services as needed including Botox injections and preparing Sculptra as well as other facial fillers.
  • Created and sent email blast for annual customer appreciation event resulting in highest sales of annual event to date.
  • Maintained accurate records of past due client account activity, sending out monthly statements and/or calling for collections on accounts.
  • Implemented new software program resulting in overall spa efficiency as well as maintained product inventory and ordered all retail products and supplies.

Licensed Agent/Customer Service Supervisor

Diamond Insurance Partners, LLC
03.2015 - 08.2017
  • Managed all aspects of resolving problems and issues with existing insurance policies for Personal and Commercial lines of business.
  • Conducted annual coverage reviews prior to renewal upon request to lower premium costs while maintaining replacement cost value.
  • Processed applications, payments, corrections, endorsements, rewrites and cancellations timely, accurately and on a consistent basis while keeping the insureds informed during the process.
  • Precisely completed appropriate claims paperwork, documentation and system entry triggering necessary follow-ups to check the claims status, determination and/or payments.
  • Promoted to Customer Service Supervisor for consistently having an excellent attitude towards owners and co-workers offering assistance and striving for overall efficiency within the agency.
  • Completed 2-20 General Lines Property & Casualty Pre-Licensing Course (200 Hours) at the suggestion of the owners thus passing the General Lines Agent exam with the Florida Department of Financial Services in September 2016.

Spa Terre Manager

Ocean Key Resort & Spa
10.2012 - 01.2015
  • Managed all areas of Spa such as staffing, scheduling, coordinating appointments, retail merchandising and sales as well as greeting all guests warmly and friendly thus creating positive first impressions with all spa guests.
  • Set up spa services, prices, commissions, schedules and reports in Spa Soft prior to system launch and trained coordinators on new system operation.
  • Accurately measured inventory, placing orders, controlling shrinkage and ensuring professional product needed for services were stocked and orderly.
  • Performed all aspects of profit and loss, including services and product revenue, accounts payable, forecasts, payroll and commission reports. Reported monthly revenues to corporate with proposed strategies to cut cost and increase revenues to meet and/or exceed budget.
  • Developed and maintained professional relationships with product vendors and suppliers and coordinated quarterly training for all therapists.
  • Maintained expert knowledge and awareness of spa appointment availability and clearly communicated with each therapist regarding any schedule changes.
  • Promoted from Spa Coordinator to Spa Director.

Education

Some College (No Degree) - Allied Health

University of South Alabama
Mobile, AL

High School Diploma -

B C Rain High School
Mobile, AL
1998

Skills

  • Forecasting
  • Staff Management
  • Program Optimization
  • Problem Anticipation and Resolution
  • Records Organization and Management
  • P&L Responsibility
  • Policy Development and Enforcement
  • Operational Efficiency and Safety
  • Inventory Tracking and Management
  • Budgetary Reviews

References

Ryan Agnew - School Director

850-519-8760

Linda Shield - Agency Owner

305-304-5840

Michelle Boswell, DVM - Veterinarian

678-525-4572

Linda Fryer - Lead Esthetician

305-206-0958

Timeline

Center Manager

European Wax Center - Kennesaw
02.2023 - Current

Director of Operations

The Elaine Sterling Institute
03.2021 - 01.2023

Veterinary Practice Manager

My Pet's Vet Formerly Vitality Veterinary Services
11.2018 - 02.2021

Office Manager

Doctors Spa
05.2017 - 05.2018

Licensed Agent/Customer Service Supervisor

Diamond Insurance Partners, LLC
03.2015 - 08.2017

Spa Terre Manager

Ocean Key Resort & Spa
10.2012 - 01.2015

Some College (No Degree) - Allied Health

University of South Alabama

High School Diploma -

B C Rain High School

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Kylah K. Owens