Wendy Lee
Paola,KS
Summary
Dynamic leader with a proven track record at Vetco Total Care Clinic, adept in operations management and team leadership. Excelled in enhancing operational efficiency and customer satisfaction, achieving significant improvements in performance metrics. Skilled in conflict resolution and staff development, successfully increased productivity by streamlining processes and fostering a culture of accountability. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Operations Manager
Vetco Total Care Clinic
07.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
Office Manager
SouthPaw Animal Clinic
03.2014 - 07.2023
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Interviewed, hired and trained staff according to position.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
Vet Assisitant
Quivira Road Animal Clinic
05.2007 - 07.2013
- Supported veterinarian in performing surgeries by preparing instruments, monitoring anesthesia, and providing post-operative care for patients.
- Improved patient care by assisting veterinarians with examinations and treatments.
- Assisted in emergency situations calmly while supporting veterinarians with critical care procedures to stabilize patients quickly.
- Collected patient biopsies and blood samples for laboratory analysis.
- Managed over grooming and housekeeping departments.
- Assisted clientele with questions and concerns applying to pet health, billing and scheduling.
Education
Career Certification - Veterinary Practice Management Certification
Penn Foster College
Scottsdale, AZ11.2024
Associate of Arts - Paralegal Studies
Johnson County Community College
Overland Park, KS03.2007
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operations Monitoring
- Operational Efficiency
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Staff Training
- Staff Management
- Inventory Management
- Operations Oversight
- Policies and procedures implementation
- Performance monitoring
- Employee Motivation
- Customer Relationship Management
- Staff Development
- Client Relationships
- Interpersonal Communication
- Schedule Management
- Performance Management
- Project Leadership
- Workforce Management
- Delegation
- Conflict Mediation
- Customer Retention
- Budget Development and Management
- Forecasting and Scheduling
- Customer relations specialist
- Negotiation
- Solutions Development
- Cultural Awareness
Timeline
Operations Manager
Vetco Total Care Clinic
07.2023 - Current
Office Manager
SouthPaw Animal Clinic
03.2014 - 07.2023
Vet Assisitant
Quivira Road Animal Clinic
05.2007 - 07.2013
Career Certification - Veterinary Practice Management Certification
Penn Foster College
Associate of Arts - Paralegal Studies
Johnson County Community College