Summary
Overview
Work History
Education
Skills
Certification
Timeline
Work Availability
Affiliations
Work Preference
Quote
Accomplishments
Interests
Software
References
Volunteer Work
Intern
Michele (Sheley) Fagan

Michele (Sheley) Fagan

Communications and Operations
Austin,TX

Summary

Talented Vice President with excellent employee development, customer service and analytics skills coupled with more than 30 years of Operations and Human Resources experience. Comfortable giving engaging presentations to internal and external clients to drive engagement, expand business and establish brand profile. Excellent team builder and leader of initiatives.

Overview

30
30
years of professional experience
5
5
Certification
1
1
Language
3
3
years of post-secondary education

Work History

Vice President of Operations

PETVET CARE CENTERS
05.2022 - 05.2023
  • Mediated and negotiated conflicts and contracts with doctors, employees, and clients
  • Led team of 5 Regional Managers with 75+ locations in Midwestern United States with revenue over $150M
  • Developed and instituted organizational procedures and guidelines
  • Presented financial and operational results to executive leadership team monthly and quarterly
  • Rated highest engagement scores in company at 92%, more than 15 basis points higher than any other region.

Regional Director of Operations

STAR DENTAL PARTNERS
01.2020 - 05.2022
  • Operated 13 locations for start-up company with revenues of up to $2M and total associates of over 100
  • Responsible for successfully integrating new practices and subsequent management of all aspects of operations and employee relations
  • Mediated and negotiated contracts and conflicts with doctors, employees, and patients
  • Responsible for collaborating to create new policies and procedures and facilitating relationships between home office, field operators, vendors, and patients

Regional Operations Manager

PATHWAY VETERINARY ALLIANCE
02.2017 - 03.2019
  • Operated over 36 sites for a start-up company, ranging in $750K-$10M each in revenue, totaling over 400 associates
  • Served in customer-facing role as needed to foster and improve client relationships, including mediating client and staff disputes
  • Responsible for all regional hospitals' operational and financial performance, including designing and achieving budgets
  • Supported and implemented new processes and initiatives enterprise-wide and ensured regulatory compliance and engagement across each location
  • Coached and developed local support team members, including each hospital leadership team
  • Integrated new hospital acquisitions after merger process
  • Successfully integrated over 20 hospitals into total region over one year while successfully growing revenue YOY
  • Grew two single-unit managers to successful multi-unit managers
  • Participated in design of multiple initiatives to create and implement new processes for rapidly growing start-up company

Field Director

BANFIELD PET HOSPITAL
05.2012 - 05.2017
  • Directed 250 associates, 16 sites, and $20M revenue budget
  • Developed and nurtured relationships with big-box retail partners and industry vendors
  • Performed Human Resources functions, including recruiting, interviewing, hiring, training, and performance management
  • Performed weekly site visits to ensure quality service and regulatory compliance and identify growth opportunities
  • Served in customer-facing role as needed to foster and improve client relationships
  • Exemplified company mission, vision, and values to workforce and deepened company culture among all associates
  • Designed and implemented initiatives that improved associate performance and engagement and reduced turnover by 35%
  • Performed project management for four company-wide change initiatives and ensured successful implementation across US
  • Innovated solutions to operational and educational challenges diagnosed in field, including design of leadership development program for expanding succession planning opportunities, resulting in promotion of 50% of candidates enrolled and company-wide implementation under personal supervision
  • Responsible for creating budgets, increasing sales, and overall hospital financial performance
  • Successfully managed company resources and assets while exceeding key operational performance targets

Education

Master of Science - Human Communication

Arizona State University
Tempe, Arizona
01.2021 - 12.2023

Mediation

Austin Dispute Resolution Center
Austin, TX
06.2023 - 07.2023

Bachelor of Science - Education And English

Baylor University
Waco, Texas
01.1996

Skills

  • Operations and financial management
  • Collaborative approach
  • Building rapport
  • Mediation techniques
  • Conflict resolution skills
  • Professional ethics focus
  • Negotiation leadership
  • Multi-site management

Certification

  • TKI Conflict Management Facilitator - 2012
  • Certified Mediator - 2023
  • Texas Teaching Certification K-8 - 1996
  • Licensed Elementary Educator - 1996 to current
  • English as a Second Language Education Training - 1998

Timeline

Mediation

Austin Dispute Resolution Center
06.2023 - 07.2023

Vice President of Operations

PETVET CARE CENTERS
05.2022 - 05.2023

Master of Science - Human Communication

Arizona State University
01.2021 - 12.2023

Regional Director of Operations

STAR DENTAL PARTNERS
01.2020 - 05.2022

Regional Operations Manager

PATHWAY VETERINARY ALLIANCE
02.2017 - 03.2019

Field Director

BANFIELD PET HOSPITAL
05.2012 - 05.2017

Bachelor of Science - Education And English

Baylor University

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations

  • Texas Association of Mediators
  • National Association of Credentialed Mediators
  • Mensa

Work Preference

Work Type

Full TimeContract WorkPart Time

Location Preference

RemoteHybrid

Important To Me

Company CultureWork from home optionPersonal development programsPaid time offFlexible work hours

Quote

I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage

Accomplishments

Graduation with 'distinction - Arizona State University

Interests

Photography

Rock climbing

Home Improvement

Software

Microsoft Office Suite

Google Workspace

References

Below is a summary of comments I have received from previous supervisors and a Predictive Index Assessment.

"Sheley is an outgoing, extroverted, very friendly individual. She is open, enthusiastic, and persuasive. She is a good mixer and poised and spirited in social situations."

"Sheley has an active interest in people, understands them well, and can use that understanding to gain the friendship and cooperation of others. It is important to be accepted and respected, and she is adept at winning the cooperation, friendship, and acceptance of others. She is capable of expressing herself with persuasion, conviction, and authority even when knowledge of what she is talking about is cursory or uncertain."

"Given the details of her work and the specific policies, standards, or rules governing it, Sheley is confident in delegating tasks to the appropriate parties while assisting other parties with tasks not required of her."

"Cheerful and upbeat, Sheley makes friends or meets the public in a relaxed but professional manner, always representing her team generally and herself in particular."

"Sheley can enthusiastically communicate her own ideas or ideas originated by others. She is a patient, persistent person who is not easily discouraged by rejection and has an above-average tolerance for repetitive activities involving communication and contact with people."

Volunteer Work

Some of the organizations I have dedicated my time and heart to:

Not One More Vet

International Justice Mission

CASA

Girl Scouts of Central Texas

Central Texas Food Bank

Lafayette-Orinda Presbyterian Church Youth Missions Program

Junior League of Austin

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Michele (Sheley) FaganCommunications and Operations