Susan Beal
Richmond,Texas
Summary
Clinic Director with over 20 years of experience working in the medical spa and cosmetic industry. Exceptional skills in sales, customer service, de-escalation behavior.
Carefully select, develop, retain, train and qualified staff. Actively maintain up-to-date knowledge of applicable state laws, regulations an industry trends. Regularly evaluate employee performance, provide feedback and assist, coach and create resolution plans to staff as needed. Creating an environment where staff not only thrives, but enjoys their day to day responsibilities.
Emphasis on building strong relationships with both staff and client. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities of any level to meet team goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Clinic Director
Kate Somerville
11.2005 - 07.2017
- Successfully lead the the skincare clinic of start up company, increasing revenue from a 500k to 4mil.
- Managed a 4,000 square facility with ofer 30 employees which consisted of Estheticians, PA, RN, NP, and administrative support staff
- Created all operational handbooks and standardized processes and procedures protocols for service esthetic and medical treatments.
- Hired, trained and supervised employees to maintain team of high performers. Providing direct supervision, ongoing staff development and continued education.
- Outstanding support to entire staff which helped improve process flow and boosted appointment booking and sales efficiency, which contributed to maintaining average of 90% employee retention for almost a decade.
- Successfully created a private call center that would intake on average 300 calls a day. Enhancing the customer experience, both in person and by phone. Increasing add on service revenue by 40%.
- Developed and implemented team building activities to foster collaboration and education. Increasing same cross selling service by 15% and increasing cross selling booking by an average of 30%.
- Developed a private service shopper program that was used to measure facility satisfaction, service/retail sales, customer excellence and combined with performance evaluations. This allowed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Coordinated with healthcare professionals to verify proper implementation of patient medical treatment/crisis intervention plans.
- Analyzed and reported patient data to identify areas of improvement and facilitate decision-making.
- Created all marketing strategies for service treatments.
- Created a monthly membership model that increased annual service retention, increased cross service sales and prepaid service series treatment plans.
- Sourced and transitioned clinic to a paperless EMR,CRM,POS system, NexTech.
- Oversaw accounting, budgeting, and financial reporting. Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Directly responsible for closing all prepaid series sales over 15k, resulting in 200k in 2016.
- Created a VIP Concierge program for local & international guests seeking luxury skincare and facial treatments. Served as the direct contact for all VIP's, providing the highest level of engagement satisfaction. This program resulted in a demand and mobile program launch, designed specifically for actors on local movie sets. Positively increasing brand and clinic exposure to VIP's and Makeup Artists.
- Provided direct and indirect industry interviews for digital, media, television and magazine publications such as Vogue, Vanity Fair, Harpers BAZAAR, Cosmopolitan, InStyle, Marie Clair, Allure, Angelino, Woman's Wear Daily, TMZ, Conde Nast, E! News, American Spa, Style Caster.
- Remodeled/space planning twice over a 10 year period to maximize square footage as additional lease options became available adding an additional 13 treatment rooms,
General Manager
Amadeus Spa & Salon
09.2004 - 09.2005
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
- Managed expenses and controlled costs through proper salon budget development and monitoring.
- Generated reports to track spa performance and make recommendations for improvement.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Salon & Spa Manager
Reflections Salon & Spa
03.1997 - 10.2004
- Managed over 40 employees that consisted of Stylists/Colorists, Estheticians, Makeup Artists, Tattoo Artists, Housekeeping and Administrative staff.
- Greeted spa guests warmly to create positive first impression of establishment.
- Maintained front desk workstation by keeping it clean and organized.
- Scheduled service appointments on paper and digital books for over 35 providers, averaging 275 scheduled daily appointments.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Worked with suppliers to identify cost savings opportunities.
- Booked appointments for over 35 providers.
- Had an average of 1.5k in retail sales per month
Education
Esthetician Course Certification of Completion -
Manchester Beauty College
Fresno, CA12.2003
High School Diploma -
Fresno High School
Fresno, CA05.1996
Skills
- Managing Medical Practice Operations
- Policy and Procedure Development
- Biweekly Payroll Processing
- Clinical Quality Program Standards
- Schedule Management
- Client Consulting
- Closing Retail, Service, Prepaid & Membership Sales
- Organizational Goal Development
- EMR/CMR/POS Software
- Medical & Administrative Personnel Recruitment
- Goals and Performance
- Sales and Marketing
- Profit and Revenue-Generating Strategies
- Persuasive Negotiations
- Profit and Loss Accountability
- Labor Cost Controls
- Inventory Control
- EMR, CRM, POS software
Certification
- Esthetic License - California Board of Barbering and Cosmetology
Type: Esthetician License Number: 48655
Issue Date: 1/26/04 Current Status: Active
Publications
American Spa-The Laser's Edge
https://www.americanspa.com/medical-spa/lasers-edge
STYLE CASTER
https://stylecaster.com/beauty/skin-care/517036/led-light-facials/
Volunteer Work
- Girl Scout Leader
Role Model and supportive adult mentor to young girls, delivering fun with purpose. Providing diversity and growth mind set outcomes, such as positive sense of self, practical life skills, critical thinking, healthy relationships, cooperation, team building and conflict resolution. Planning and supervising field trip excursions, fund raising activities, volunteer and donation opportunities for girls and guardians.
Product Sales: Responsible for all campaign and product/sales education for troop/guardians. Produce initial/replenishment product orders, distribute, manage on/offsite inventory. Lead troop in short/long term goal setting. Manage troop and member sales accounts to ensure accurate and detailed record keeping as it ties into troop and Girl Scout financial obligations.
- Malala Yousafzai Elementary-PTO
- Macario Garcia Elementary Middle School-PTO
- Lunches of Love
- Houston Food Bank
- Houston Humane Society
- Beauty Bus
- Emmy Gifting Suite
- Emmy White Room Suite
Timeline
Clinic Director
Kate Somerville
11.2005 - 07.2017
General Manager
Amadeus Spa & Salon
09.2004 - 09.2005
Salon & Spa Manager
Reflections Salon & Spa
03.1997 - 10.2004
Esthetician Course Certification of Completion -
Manchester Beauty College
High School Diploma -
Fresno High School
- Esthetic License - California Board of Barbering and Cosmetology
Type: Esthetician License Number: 48655
Issue Date: 1/26/04 Current Status: Active
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