NANCY BELL
Mt. Juliet,TN
Summary
Results-driven Operational Manager with forward-thinking approach centered on company success, brand and competitive growth. Demonstrated record of success in building successful buisnesses and managing profitable operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Office Manager
Refine Facial Plastic Surgery And Aesthetics
11.2022 - Current
- Create business processes and problem-solving efforts to implement standard procedures and policies that will allow the practice to scale
- Direct day-to-day administrative and operational functions for ENT clinic and Plastic Surgery Clinic including sales process for Patient Care Coordinator
- Manage social media content creator and implement brand strategy
- Conduct monthly meetings with practice staff discuss practice objectives, goals and areas of improvement.
- Use EMR, CRM and computer programs to schedule patients for routine and aesthetic surgical procedures.
- Doubled weekly consultations by utilizing strategic follow up and scheduling
- Monitor metrics and develop actionable insights as needed to drive overall growth of practice.
- Assist in creating clinic processes and prioritize roles
- Provide guidance and leadership to nurses, patient care coordinator and front office staff.
- Establish workflow processes, guide daily productivity and implement modifications to improve overall performance and accountability.
- Maintained CRM database with customer pipeline for sales process, and report generation.
- Oversaw office inventory activities by ordering and re-stocking skincare products and medical equipment.
- Implemented a block scheduling system to include to increase efficiency and number of consultations
- Oversee the ENT clinic and Plastic Surgery surgical schedule to ensure accuracy of time, location, procedures, etc were in alignment.
Co-Owner/Operator
Peak Physique Transformation Center
08.2013 - 07.2020
- Facilitate consultation, uncover client requirements and uncover tangible solutions to desired results
- Acting as dedicated Manager responsible for overall relationship and customer support for members
- Oversaw Social Media Marketing and developed marketing materials
- Conducted training and mentored team members to promote productivity, accuracy and commitment to brand values
- Created and Implemented practical and efficient procedures and systems for company
- Maintain up to date client documentation including Customer Agreements, Meeting Minutes and Client Meetings
- Promoted and consulted on new services to grow lead generation
- Identify and problem solve all complexities of businesses needs.
- Completed ongoing investigative research, brand strategy development and management
- Understand and negotiate steps necessary to navigate all angles and stakeholders to close deals
- Retained 92% of existing customers each month
- Converted 8-9% of cancelling memberships each month into renewed contracts
- Manage all stages of sale, from advertising to initial consultation and follow up
- Assured that services are being delivered and identify solutions to non-standard requests
- Oversee sales consultants, set priorities and reach goals to meeting sales objectives
- Maintain high standards of customer experience through various channels including CRM, social media, emails and phone calls
- Describe technical details of our offerings, prove results with client needs and discretely compare with competition
- Researched and conducted new member product trainings
- Monitored KPI metrics and make continuous improvements on insights concerning competitive research
- Drive engagement from customers using email, text and social media communications
- Oversaw all operational aspects of business and and budgets
- Retain existing customers and foster upsell and referral opportunities
Sales Representative
Contracted
02.2013 - 09.2017
- Developed and coached team of 20 sales representatives to produce average $60,000 in monthly sales
- Represented new company for pre-sales, developed team of 600 customers to generate over $450k in 8 months
- Grew customer base of over 1,200 customers nationwide
- Increase customer retention by conducting regular check-in calls to produce sales
- Addressing customer inquiries, solving problems and upselling products
- Speak frequently with customers and prospects about most relevant product functionality for their specific needs
- Recruit new distributors and customers daily
- Present new customer onboarding meetings, validated and identified customer needs, potential challenges, upsell opportunities
- Help to develop and implement processes and tools to continually improve educational and sales platforms
- Motivate teams to reach their monthly sales goals
Program Director
Mentor Network
02.2008 - 12.2013
- Led 3 Residential locations that served total of 12 youth affected by abuse, neglect, developmental disabilities and mental health diagnosis.
- Ensure plan is in place with each client for change management and out of home programs
- Collaborate with teams to assure progressive programming aligns with objective goals and provide continuous feedback for improvement
- Supervised up to 50 program staff members.
- Intervened in crisis situations to protect clients and staff.
- Implemented ongoing staff training programs and educational sessions based on collaborative crisis intervention model.
- Developed client behavioral programs and risk management plans with emphasis on reducing unwanted behaviors and increasing client self-sufficiency.
- Conducted employee evaluations; 30-60-90 and annuals.
- Worked with and lead teams of staff and families through stressful conditions, while remaining calm and objective
Education
Lean Six Sigma Green Belt -
University Of St. Thomas
Saint Paul, MN04.2019
Bachelor of Science - Psychology
St. Cloud State University
2011
Bachelor of Arts - Community Psychology
St. Cloud State University
St. Cloud, MN2011
Skills
- Passion To Providing Solutions To Others and Objection Handling
- Interpersonal, Consultative Communication Skills
- Operational Management
- Understanding Of Business Development
- Self Starter and Internally Driven
- Customer Service and Relations
- Self Aware and Desire to Learn
- Product Presentation Skills
- Knowledge of Sales Processes and Business Development
- Technical aptitude and desire to solve complex problems
Timeline
Office Manager
Refine Facial Plastic Surgery And Aesthetics
11.2022 - Current
Co-Owner/Operator
Peak Physique Transformation Center
08.2013 - 07.2020
Sales Representative
Contracted
02.2013 - 09.2017
Program Director
Mentor Network
02.2008 - 12.2013
Six Sigma Green Belt
Lean Six Sigma Green Belt -
University Of St. Thomas
Bachelor of Science - Psychology
St. Cloud State University
Bachelor of Arts - Community Psychology
St. Cloud State University
References
AVAILABLE UPON REQUEST.
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