Michelle Werlein
Woodbury,USA
Summary
Professional Summary: Operations and customer experience leader with 30+ years of management and team development experience in healthcare and retail environments. Proven ability to coach high-performing teams, improve operational processes, and deliver exceptional customer satisfaction results. Currently serving as Practice Manager at Acuity LLC, where leadership initiatives helped achieve a 94 Net Promoter Score and a 4.9-star Google review rating. Recognized for building strong service cultures, developing future leaders, and driving continuous improvement. Seeking to leverage leadership, training, and operations expertise in a new industry.
Overview
19
19
years of professional experience
Work History
Practice Manager
Acuity LLC
01.2025 - Current
- Lead daily operations of a healthcare practice with a focus on team leadership, workflow efficiency, and service quality.
- Coach and mentor staff to strengthen communication, productivity, and customer service performance.
- Help drive exceptional customer satisfaction results including a 94 Net Promoter Score (NPS).
- Maintain a 4.9-star Google review rating through consistent service delivery and effective issue resolution.
- Train and onboard new team members, improving readiness and long-term employee success.
- Identify operational improvements that streamline processes and increase team productivity.
Optical Professional
Hennepin County Medical Center
01.2024 - 01.2025
- Provided patient support services in a fast-paced healthcare environment.
- Assisted patients with eyewear selection while maintaining high service standards.
- Supported clinical teams and ensured efficient patient service flow.
General Manager
Luxottica Retail
01.2007 - 01.2024
- Directed operations of a high-volume retail location while leading team performance, training, and customer service initiatives.
- Developed and mentored employees into leadership roles, strengthening management pipeline and team performance.
- Built a strong customer-focused culture that improved service consistency and customer retention.
- Managed hiring, onboarding, and training programs for new employees.
- Resolved complex customer concerns while maintaining strong relationships and loyalty.
- Monitored performance metrics and set team goals to drive operational success.
Education
Chippewa Valley Technical College - Nursing
Chippewa Valley Technical College
Eau Claire, WISkills
- Core Leadership Competencies
- Operations Management
- Team Leadership & Development
- Employee Training & Coaching
- Customer Experience Strategy
- Performance Management
- Process Improvement
- Staff Hiring & Onboarding
- Training new managers
- Conflict Resolution & Service Recovery
- Operational Workflow Optimization
- Customer Retention
- Team Building & Motivation
- Problem Solving & Decision Making
Core Leadership Competencies
- Operations Management
- Team Leadership & Development
- Employee Training & Coaching
- Customer Experience Strategy
- Performance Management
- Process Improvement
- Staff Hiring & Onboarding
- Conflict Resolution & Service Recovery
- Operational Workflow Optimization
- Customer Retention
- Team Building & Motivation
- Problem Solving & Decision Making
Timeline
Practice Manager
Acuity LLC
01.2025 - Current
Optical Professional
Hennepin County Medical Center
01.2024 - 01.2025
General Manager
Luxottica Retail
01.2007 - 01.2024
Chippewa Valley Technical College - Nursing
Chippewa Valley Technical College