Laurel S. Richardson

Optimized processes and conducted beta-testing of new innovations in collaboration with product development, delivering resource savings for clients and the company. Employed a transparent and proactive approach to address client concerns and successfully turned around dissatisfied accounts by identifying and resolving underlying issues. Create strategic account plans (LAMP), aligning client goals with corporate strategies for growth.

• Generated a remarkable surge of 39.99% and $30.77M in YTD 2024 revenue by implementing successful client engagement strategies and continuous improvement initiatives.
• Elevated Q1 2024 NPS to 39.1%, achieving a total NPS of 91.7%, fostering strong client relationships, and meeting program goals.
• Increased efficiency of clinical practice and operational processes by 15% through collaborative implementation of technological advancements with product teams.
• Achieved a 30% increase in staffing flexibility by integrating new service lines like International Nursing, Non-Clinical, Locums, and RPO.
• Cultivated strong connections with senior-level executives at target accounts, facilitating productive quarterly Executive Business Reviews and monthly Directors' meetings.

Facilitated strategic guidance and intervention for operational challenges, driving service line expansion and contract improvements. Monitored competitor activities and proactively mitigated competitor positioning, enhancing client loyalty and retention. Maintained strategic account plans (LAMP) for major accounts, aligning client priorities with operational capabilities.

• Drove a substantial 25% growth in annual revenue by continually improving and expanding the managed service program.
• Orchestrated customized business plans focused on achieving long-term growth and improving profitability, cutting labor management costs by over $3.5M.
• Grew staffing flexibility by 20% by identifying new business opportunities through market research and industry analysis.
• Implemented risk identification and mitigation strategies to reduce cancellations by 40%, improving project outcomes.

Utilized a transparent and proactive approach to address client concerns, turning around unhappy accounts by understanding their issues and providing effective solutions. Transitioned from manual spreadsheet processes to advanced technology.

• Achieved 125% of goal on a newly implemented MSP within the first year
• Recovered $807,718 from the unbilled timesheets on the freshly acquired account, ensuring timely agency and company compensation.
• Special Project: Turned around a struggling MSP client implementation within four weeks, reducing daily hour-long meetings to weekly 15-minute sessions by earning trust, anticipating needs, and resolving concerns

Cultivate and expand multiple clients across ten states while mobilizing over 100 International nurses to assist with the nursing shortage. Collaborate with stakeholders to streamline placement, training, performance, and retention through quality metrics. Negotiate contract changes, addendums, and incentives. Manage all aspects of the client and the nurses throughout the contract.

• Partner and collaborate with internal and external customers on global inclusion & diversity, immigration challenges,International nursing graduates (F1), International nurses (EB3/TN), and Medical technologists.
• Launched four new clients to complete operational readiness within three months, achieving $5M in billing with a 60% gross margin during the COVID-19 initial outbreak in 2020.

Operations Manager

• Spearheaded a new client with locations in two states to 140 International nurses with multiple specialties in trauma and community hospitals in one year during the COVID pandemic.
• Directed and trained internal teams, clients, and nurses through multiple new platforms and initiatives.
• Develop and align critical stakeholders within Conexus, providers, and clients to mitigate business risk with only one breach.
• Mentored and trained four new operations and engagement managers, two being promoted.

I began my role while serving as a primary caregiver to parents in KY. I was quickly promoted from managing a $700,000 store to leading a store with $2M in weekly revenue, 350 employees, and 5 Assistants. I improved inventory control, wage distribution, P&L management, forecasting, budgeting, and customer service initiatives. I facilitated operational integrity and compliance, with 96% adherence to risk management policies. I tracked business metrics and KPIs to ensure efficient, revenue-generating operations.

• Improved sales budgets by3% and reduced wages by10% YOY in a marketplace generating $100M+
• Trained and led risk management team, securing rank as #5 in the division with only 2 accidents YTD ( 39 in 2017)

Optimized insurance strategies to overcome payer access issues to surpass corporate expectations

• Market Share: Boosted market share by 18% through strategic planning and competitive analysis.
• Spearheaded the first Skype teleconference luncheon with top-tier physicians, increasing access and scripts

Championed successful physician recruitment and placement by knowing what motivates candidates and understanding challenges in the process.

• Recruitment Success: Championed successful physician recruitment, generating $300K and enhancing key account management.

Spearheaded a new division, building connections and revenues from the ground up. Integrated a CRM database to source physicians and prospected candidates online through strategic searches. Identified positions to fill and cultivated partnerships with hospitals and medical practices for successful alignment.

• Launched a new division and generated $228K in revenue for the first year
• Produced $1.5M in revenue YOY for Extended Placement Division