LESLIE HIGHTOWER

• Management and supervision of over thirty employees and two studio locations.
• Trained new employees on proper protocols and customer service standards.
• Interacted well with customers to build connections and nurture relationships.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Maximized efficiency by coaching and mentoring personnel on management principles, evolving industry practices, company procedures, and technology systems.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Promote company sales through group classes and education.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

• Managed and performed daily business operations.
• Consulted with customers to assess needs and propose optimal solutions.
• Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
• Managed and prepeared financial bank deposits and handled business sales, returns and transaction reports.
• Evaluated suppliers to maintain cost controls and improve operations.

• Maintained and further developed community partnerships and grant writing database.
• Liaised between clients and vendors and maintained effective lines of communication.
• Researched and identified prospective public, private and corporate funding sources aligned with strategic plan and funding priorities.
• Wrote and assembled proposals to foundations, corporate funders and government agencies.
• Development of community relationships for special education teaching opportunities.
• Recruitment of community leaders for volunteer projects within the special education classroom.

• Immediately adapted to various clinic environments and patient care facilities on an urgent relief basis.
• Processed new patients and updated client records with key information using standardized registration systems and databases.
• Maintained detailed records of animal health care and diagnostic treatments.
• Educated clients on nutrition, preventive health and other animal care, in accordance with differing facility standards.

• Calculated quotes and educated potential clients on insurance options.
• Attended continuing education courses and workshops to gain additional insurance industry knowledge.
• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
• Tracked progress of outstanding insurance claims and communicated claim status with clients.
• Responded to customer calls swiftly to resolve issues and answer questions.

Rehire of long-standing valued employee at new satellite location.

• Processed client records with relevant information using industry specific software.
• Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
• Maintained detailed records of animal health care and diagnostic treatments.
• Obtained patient history from owners and performed physical examinations.
• Trained and mentored other specialty clinic staff.