Worksop, England, United Kingdom
“I strive to coach a high performing team in order to deliver against our business objectives. As a leader, I take pride in watching my team flourish and aim to do this at the highest level.”
Practice Manager Bupa Dental Care January 2022 – Present KPIs 2022 -2025 · Increased total income by 42%. · Increased gross private income by 63%. · Increased new-patient growth by 107%. · Developed Instant Claim to generate £40k per annum. · Increased NPS by 24%. · Increased booked hours by 14%. · Increased available hours by 30%. · Retail sales growth of 149%. · Increased Rate Per hour by £29. · Designed a semi-automated implant pathway to improve conversion, increase rate per hour, increasing implant revenue from £29k to £104k of planned treatment. · Delivered Excel training across the area to improve use of Dentally reports and speed up decision-making. · Created and implemented an automated conversion tracker, increasing practice conversion by 34%. · Developed a combined automated new-patient and conversion tracker, led area rollout and training, and supported automation of data input. · Created New Patient communications. Increased conversion 8% and reduced cancellations by 11%. · Supported practices to review appointment-time reports to gain insights quickly and improve in-practice discussions. · Coached a colleague on P&L, KPIs, scenario planning, and leadership development, supporting access to a leadership development course. · Led development of an OSA service pathway, building stakeholder support and a business case for future NHS contract opportunities, with potential value of up to £500k. · Created an area project plan to increase rate per hour and revenue through measurable actions, clear ownership, and regular progress updates £10 P/H increase. · Project managed a business-wide Dental Hygiene Therapy ways-of-working initiative. · Provided dual-site maternity cover, leading a team through consultation and closure.
- Leading and coaching the store to achieve 82% customer satisfaction rating, increasing customer satisfaction by 19% since the start of my posting. - Motivating the team to increase sales to increase profitability. From the start of Quarter 2 to be 67% to budget in controllable profit then increasing profitability to 102% at the end of Quarter 2. - To coach the team to reduce loss by 50%, a cost value of £490, within 3 months. - To enable the team with training to deliver an increase in add on sales. Increasing sales by 5% on last year’s figures. - To uphold the clinical governance policies as stated by the General Optical Council and have achieved a green audit. - To work in conjunction with the Practice Leadership Team and the clinical leaders in store to create a better environment for our patients. Had new equipment installed for both of our pre-screen and optometrist rooms after our recommendation to improve this. - To support the team with their individual needs and to support them in their own career development. -Have encouraged the team to reflect on their own mental health and general well-being.
Assisted in delivering essential care in 4 stores across the region from September to December as an Assistant Location Manager. Supported a store for a further 6 weeks as well as running my own store from December to mid January.
- Led a team to increase full year sales by 10% achieving over 100k. Delivered visual merchandising to a high standard in the number one flagship store in the company, achieving £14million turnover.
- Using communication skills to deal with customer and staff issues. - Using my initiative to deal with fluid situations on the shop floor. - Being proactive in my own learning and development by utilising the company’s online learning system. - Working as a team to achieve high standards on the shop floor. - Receiving recognition for excellent customer service following customer feedback. - Managing my team in terms of absence, deployment, reviews and performance. - Appointed an in store trainer, measuring progress, conducting reviews and coaching. - Conducted interviews. - Erected displays to show the staff where they are at on their learning journey. - Displaying the New Look core values on a day to day basis.
- Serving customers at the till points. - Increases company sales through order in store. - Dealing with customer situations independently. - Using initiative on the shop floor to achieve high standards. - Providing excellent customer service and achieving wows for this.