LISA KELLEY
Medway,MA
Overview
19
19
years of professional experience
Work History
HEALTHCARE OPERATIONS MANAGER (FACILITY ADMINISTRATOR)
DaVita
Brookline, MA
10.2023 - Current
- Team leads a cross-functional team of clinicians to enable them to reach their full potential
- Determines clinical goal setting and quality improvement initiatives for improvement of patient care
- Manages financial operations and clinic performance to ensure adherence to budget, forecasting expenses, overseeing vendor relationships, maintaining clinical supplies and compliance monitoring
- Partners with Regional Operations Director on employee management and patient concerns to ensure regional goals and standards are successful
- Works with CMS guidelines to ensure patient safety and equity
- Partners with major Boston hospitals to transition patient to out-patient care
- Works within Department of Public Health guidelines for infection control and reporting
- Reports to the End Stage Renal Disease Quality Reporting System on significant clinical changes in patient's kidney disease
- Collaborates with transplant coordinator within DaVita and in all major transplant units in the geographical areas to ensure comprehensive communication on patient status
DIRECTOR OF OPERATIONS
Highlights, Medical, Prettyology
Boston, MA
04.2018 - Current
- Specializes in working with clients who are cancer survivors, burn victims, and who suffer from alopecia, trichotillomania, self-harm scars, and post-surgical scars
- Collects and audits pre-procedural patient-intake medical assessments, reviews for completion, updates, and accuracy
- Reviews post-procedural care and instructions
- Conducts post-procedural follow-up calls and emails
- Serves as liaison between the client and medical provider
- Manages and schedules a team of 15 diverse medical spa artists and front desk staff
- Assists in management of the company's educational academy students, protocols, and models
- Supervises visiting instructors and apprentices
- Instrumental in creating a training protocol, and creating a review and feedback system
- Responsible for all incoming brand selections
- Manages all client issues and interactions and assists in client satisfaction
- Recognized for strong interpersonal relations with staff and clients
- Appointed as the liaison between Medical Spa and Boston Public Health Commission
- Works in partnership with owner and accountant to establish payroll spending, yearly budget, and overall financial planning
- Delegated as the point person for all COVID-19 related protocols, inspections, and staff trainings
GENERAL MANAGER/DMIT
Athleta
Natick, MA
04.2021 - 03.2023
- Manages over 30 employees, and 5 managers.
- Accountable for team performance through teaching, coaching, and providing meaningful feedback to build capabilities
- Drives year-over-year business growth while leading operations, strategic vision, and long-range planning
- Supports strategies and processes using a customer centric mindset to deliver results, drive store sales, and maximize efficiencies and productivity
- Creates weekly schedule, and manages all payroll related tasks
- Responsible for 5 million in volume
- Appointed as District oversite
- Contributes to district goals and KPI's
- Hires and interviews
- Oversees payroll (pay rates, tax forms, ADP payroll system, etc.)
STORE DIRECTOR
Sephora
Chestnut Hill, MA
08.2011 - 03.2018
- Managed a team of 47 advisors including 2 managers and 3 assistant store managers
- Developed and promoted key holders and staff to elevated roles through P4D development and effective coaching utilizing DISC training and Situational Leadership
- Exceeded budget for 6 years
- Continued to exceed comp with an average of 5% over Ly
- Exceeded all service bonus and metrics through strong customer service and advisor development
- Provided 100% P4D plans for all levels of advisors
- Retrained underperforming leadership to meet company standards
- Directed strategic initiatives to achieve company goals including increasing conversion by 1 point
- Implemented district / regional goals through effective communication to team with consistent follow up
- Completed weekly schedules according to payroll policies
- Addressed and corrected advisor communication issues in a tactful and effective manner
- Completed and provided Situational leadership training, and Fierce leadership training
- Worked closely with the district manager to formulate and build the store brand
GENERAL MANAGER
Destination Maternity
Natick, MA
09.2008 - 08.2011
- Managed and maintained 7 internal spas throughout the company
- Worked closely with the district manager to establish and create the store brand
- Served as district contact manager when DM was unavailable
- Trained staff to deliver outstanding customer service
- Reorganized the sales floor to meet company demands
- Directed and supervised employees in sales, spa services, inventory-taking and reconciling cash receipts
- Determined staff promotions and demotions, and terminated employees when necessary
- Completed weekly schedules according to payroll policies
- Maintained daily record of all transactions
- Contributed to merchandising ideas at team sale meetings
- Served as TSD to the district for incoming GMs, ASM and Spa managers
ASSISTANT GENERAL MANAGER
Pottery Barn Kids
Natick, MA
04.2006 - 09.2008
- Collaborated closely with the general manager and the district manager to establish and create the store brand
- Served as district contact manager when GM and DM were unavailable
- Trained staff to deliver outstanding customer service
- Reorganized the sales floor, maintained, and executed all visual directives supplied by the company
- Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts
- Determined staff promotions and demotions, and terminated employees when necessary
- Completed weekly schedules according to payroll policies
- Trained all new managers and sales associates on store procedures and policies
- Maintained daily record of all transactions
- Contributed to merchandising ideas at team sale meetings
- Served as visual liaison for the district
Timeline
HEALTHCARE OPERATIONS MANAGER (FACILITY ADMINISTRATOR)
DaVita
10.2023 - Current
GENERAL MANAGER/DMIT
Athleta
04.2021 - 03.2023
DIRECTOR OF OPERATIONS
Highlights, Medical, Prettyology
04.2018 - Current
STORE DIRECTOR
Sephora
08.2011 - 03.2018
GENERAL MANAGER
Destination Maternity
09.2008 - 08.2011
ASSISTANT GENERAL MANAGER
Pottery Barn Kids
04.2006 - 09.2008
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