MIKAELA MERAZ

Accomplishments

• Enhanced customer service by implementing standards for a "VIP" patient experience resulting in a 96% patient satisfaction rate
• Implemented and lead a Brand Ambassador Program to maintain referrals and increase patient volume establishing a 75% patient retention rate
• Implemented Botox Parties to gain clientele
• Established Incentive Programs/Specials to increase booking rates
• Established a social media strategy to build an online presence for multiple accounts
• Developed and Managed a Behavioral Health Practice

Role

• Managed 11 providers schedules, maintaining staffing levels to meet service goals
• Identified and proposed internal and external ideas to help promote general awareness of company brand.
• Opened two new office locations including onboarding of staff, training and implementation of new systems.
• Developed a Behavioral Health Practice within the organization, including onboarding of therapist and provided staffing support for therapist needs
• Gained insight for customers needs and desires to ensure a positive experience.
• Identified and created profitable business opportunities and cultivating strong partnerships.
• Research and development of new Skin Care brands to enhance the practices services. Including gaining knowledge of each product to train and educate staff.
• Managed vendor relations through strategic partnerships which saved costs and delivered premium contract pricing.
• Performed monthly collections report on all services for 11 providers
• Recommended improvements in products, service and billing methods to prevent future problems.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout implementation.
• Supported entire practice's staff, which boosted efficiency and improved overall process flow.
• Consulted with clinicians to develop business strategy.
• Created professional look and feel to organization's online presence in social media forums to showcase the understanding of the company's services.
• Spearheaded creation of blogs and social media content.
• Partnered with content specialist and video associates to create customer success stories for promotion on social media networks.
• Supervised creation of marketing materials and collateral including but not limited to print collateral, email newsletters, etc.