Nicole Rios
Fort Myers,FL
Summary
Results-driven Business & Operations Leader with a track record of managing a $3.5M+ service-based operation, combining financial oversight, team leadership, and exceptional customer experience to drive consistent profitability. Proven ability to lead high-volume, customer-facing environments with precision and energy. Skilled in managing staffing, budgeting, vendor relations, and day-to-day operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Practice Manager/COO
Palo Alto Laser And Skin Care
04.2023 - Current
- Drove nearly $3.5M in Annual Revenue by leading day-to-day operations, improving team performance, and ensuring a consistently outstanding customer experience in a fast-paced service environment.
- Oversaw full-scope financial management including budgeting, accounting, cash flow, and monthly reporting — ensuring fiscal discipline and profitability.
- Led hiring, training, and HR functions, building a high-performing team aligned with company culture and customer service goals.
- Negotiated vendor contracts to secure cost-effective terms and reliable supply chains without compromising quality or delivery.
- Implemented process improvements and compliance protocols in accordance with OSHA and HIPAA standards, enhancing both safety and operational efficiency.
- Deployed new digital infrastructure, including an electronic health record system, improving service speed, data accuracy, and patient throughput.
- Managed inventory and procurement, tracking stock levels for high-value equipment, injectables, and consumables to reduce waste and ensure continuous availability.
- Oversaw scheduling, records management, and billing systems, ensuring high-volume, streamlined daily operations.
- Led internal communications and team culture initiatives, fostering collaboration and accountability across all departments.
- Championed customer experience and brand visibility, increasing Google reviews by over 500% through service excellence and proactive engagement.
- Created and distributed monthly newsletters, promotional campaigns, and blog content to improve retention and community engagement.
- Collaborated closely with marketing and web teams to optimize digital presence, improve advertising ROI, and align messaging with business growth goals.
Group Fitness Instructor
Orangetheory
01.2023 - 10.2024
- Providing ideas on ways to increase member retention and satisfaction.
Head Fitness Instructor
Orangetheory
08.2015 - 08.2022
- Drove studio performance by increasing utilization from 62% to 81% in just two months, directly contributing to revenue growth and operational efficiency.
- Implemented engagement strategies and retention programs, resulting in measurable improvements in member satisfaction and loyalty.
- Fostered a motivational, customer-first culture, consistently delivering a top-tier experience that drove referrals and repeat business.
- Collaborated with studio management on community marketing efforts, contributing to lead generation and studio visibility.
Restaurant Manager
Earls Kitchen + Bar
03.2014 - 08.2015
- Helped launch and grow a high-volume restaurant that generated over $4 million in its first year, demonstrating strong operational execution and market responsiveness.
- Developed and managed staff schedules to ensure optimal shift coverage, labor efficiency, and adherence to service standards.
- Motivated and coached team members to achieve peak performance, boosting both service speed and customer satisfaction metrics.
- Resolved escalated customer issues promptly and professionally, turning potential complaints into loyal customer relationships.
- Implemented customer feedback strategies to continuously improve food quality, service delivery, and overall guest experience.
- Fostered a welcoming, feedback-driven culture, leading to increased customer engagement and repeat visits.
- Identified and solved real-time operational issues, preventing disruptions and maintaining consistent service quality.
Education
Master of Science - Hospitality Administration And Management
Florida International University
Miami, FL08.2016
Bachelor of Science - Hospitality Administration And Management
Florida International University
Miami, FL05.2015
Skills
- Excellent Customer Service Skills
- Financial & P&L Management
- Staff Hiring, Training & Leadership
- Customer Experience & Retention
- Vendor & Contract Negotiation
- Marketing Strategy & Execution
- Inventory & Supply Chain Oversight
- Technology & Systems Implementation
Certification
- CPT - Certified Personal Trainer (ACE)
- CPR/AED Certification
- HIPAA
Timeline
Practice Manager/COO
Palo Alto Laser And Skin Care
04.2023 - Current
Group Fitness Instructor
Orangetheory
01.2023 - 10.2024
Head Fitness Instructor
Orangetheory
08.2015 - 08.2022
Restaurant Manager
Earls Kitchen + Bar
03.2014 - 08.2015
Master of Science - Hospitality Administration And Management
Florida International University
Bachelor of Science - Hospitality Administration And Management
Florida International University
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