Emmy Lizzeth
Candiac,QC
Summary
Results-driven and seasoned in General Operational Management with over two decades of leadership experience in steering organizations to unprecedented levels of success. Adept at orchestrating strategic initiatives, optimizing operational efficiency, and driving profitability across diverse industries. Known for fostering a collaborative and high-performance culture, resulting in enhanced team morale and bottom-line results. Proven track record of elevating organizational performance through decisive leadership, innovative problem-solving, and a keen focus on exceeding business objectives.
Overview
6
6
years of professional experience
Work History
Clinic Director - Management - Operations
Clinique Chloe - MEDSPA PARTNERS INC.
Montreal, QC
07.2022 - Current
- Finance, prepare Doctors monthly fee for service reports
- Oversee KPI's, COGS
- Operation excellence, leadership
- Medical team management
- Achieve Budget sales, sales increase and targets
- Provide strong presence in Clinic and visibility during operating hours, allowing flow throughout every facet of Operations
- Manage shift schedule to control labor cost
- P&L Management and monthly reporting to Head Office Executives
- Work in close collaboration with Regional Director
- Partner with physicians to promote efficiencies and evolve the practice
- Manage promotions within the clinic
- Liaise with department leads to execute and implement all national marketing initiatives, local marketing programs and in clinic promotions
- Work with Marketing team on all digital channels, lead generations and advertising campaigns
- Evaluate effectiveness and report on metrics of all such programs to Regional and head office
- Recruitment and selection of team members
- Ongoing training and coaching of team members
- Encourage clinic culture through effective leadership
- Motivate, challenge and strategize with team members to achieve all clinic targets
- Facilitate communication
- Ensure work environment is healthy, safe and based on respect and trust while endorsing quality and standards
- Ensure clinic adheres to all legislative and government guidelines
- Implement and adhere to the health and safety policies and procedures outlined
- Lead and execute by MSP premiere service model
- Patient focus, patient recovery, meet and exceed patient satisfaction goals
- Oversee inventory
- Foster relationship with suppliers, equipment and new technologies.
Manager Technical Data Customer Care OPS
MAJOR Ltd.
04.2021 - 07.2022
- Oversee and manage day to day customer support and their operations while ensuring high level of accountability for operational efficiency
- Ensure customer satisfaction with transparency and timely communication
- Manage resources internally and externally
- To create vibrant culture, philosophy and strategy to promote performance excellence, continuous learning, talent development succession planning and long-term business success
- Coach and lead direct reports to create and maintain a culture of employee engagement
- Employs practices that help the organization meet its goal of being an employer of choice
- Develops effective planning for talent acquisition, employee development and succession planning
- Leverage industry best practices to align processes and procedures to attain customer engagement performance objectives
- Design and communicate while maintaining thru continual optimization departmental processes that address business needs and that ultimately yield an excellence and brand-appropriate customer experience
- To monitor and assess clearly defined performance metrics to achieved desired results
- Ensuring continuous improvements are implemented to maximize productivity and profitability
- Define technical aspects of order entry process and update tinning material
- Influence corporate decisions related to customer experience
- Managing large and complex customer support operations and deliverables
- Work in close collaboration with Quality Assurance, Engineering, Finance, Production sites
- Extensive strategic planning experience with strong analytical capability
- Creative thinking and approach to complex business issues
- Interface directly with various teams or departments internally to facilitate or improve SOP's
- Participate in a variety of special projects as needed.
Customer Care Director
Catelli Foods
01.2020 - 04.2021
- Pro efficient SAP system software
- Manage and coordinate projects in an efficient timely manner
- Escalate situations when they require significant business decisions
- Proactively inform sites of upcoming foreseeable situations
- Manage risks when transitioning transportation and close follow up with site during phase in / phase out
- Work in close collaboration with buyers and National Category Managers
- Responsible for managing Catelli and Olivieri business segments
- Responsible overseeing customer care department
- Be the point of contact for all communication requests and escalations
- Crisis management
- Work closely with production, logistics and finance teams
- Ensure implementation of best practices and procedures with customer care and accounts receivables team
- In charge of disputing or approval of cumulative industry fines
- Work in close liason with finance team for month to month projections and forecasting
- Ensure quality and control of customer service team and customer satisfaction
- Day to day reporting, month end closing, month end presentation
- Month to month deductions and identifying problems, losses, bringing innovative action plan for improvement
- Participate in hiring process and employee evaluation
- Handle and resolved customer complaints
- Manage inventory tracking system to record deliveries, shipments and stock levels
- Team management schedule to optimize operations.
Business Development Director
Vantage Logistics Asset base and 3PL
07.2019 - 01.2020
- Identify & connect with C-level management & key decision makers B2B
- Onboarding qualified asset base carriers
- Increase Mexico market profitability & KPI
- Present clients and prospects options for their complex transport needs
- Service and cost negotiation.
Business Development Director
Derme & Co Professional Medical Equipment & Skin Care
10.2017 - 07.2019
- Managing major customer accounts and seeking new profitable business and improving KPI
- Improve margin revenues generated per account
- Coordinating training ateliers for prospects as well as existing customers, prospect visits and medical SPA equipment training
- Maintain an active outreach with Key clients and prospects, drive growth and aid in retention efforts while providing leadership
- On site prospect visits and medical SPA equipment training
- Accurately forecast structured sales and forming sales plan and budgets
- Serve as a business representative at major industry events, conferences, tradeshows and expositions & continuously thinking outside the box to maximize company profits and sales strategies
- Demonstrated unwavering commitment to client services while maintaining premium service levels with new and existing accounts.
International Business Development Director
FLS Transport 3PL Logistics
- Identify new business opportunities to add to company growth and profitability
- Develop and enhance relationships with customers & suppliers
- Manage accounts to optimize efficiencies and effectiveness of sales, operations KPI and administrative functions
- Oversee planning and coordinating activities
- Manage and develop operating budget, implement cost control measures as required
- International cross border transportation services
- Onboarding of highly qualified and certified asset base companies with the ability to cater to our international market tailored to our diversified clientele and their needs
- Operations, Business and client strategy, B2B
- Service and cost negotiation
- Increase company profit and foster customer satisfaction
- Achieved star performance award for outstanding sales results representing first time international market division as first time in company recognition
- Helped boost industry and corporate image while improving sales policies and practices.
Senior Office Managing Director
GEXEL Telecom member of Groupe Lagasse
- Responsible for efficient functioning of our head office through a vast range of administrative, financial and managerial tasks
- Ensure smooth operating of day to day office
- Accountable to manage transportation and accommodations for Executive level team
- Managing administrative team & train
- Cost negotiation with current service providers
- Coordinating board meetings and managing agendas
- Letter editing, Power Point presentations and reporting
- Liase with staff, suppliers and clients, Implementing and maintaining procedures and office administrative systems
- Participate in interviewing hiring process, onboarding staff.
Education
Business Administration -
Concordia University
Skills
- Operations Leadership
- Microsoft Office
- Vendor Relations
- Revenue Management
- Corporate Compliance
- Marketing
- Clinical Management
- Technical Troubleshooting
- Efficient Reporting
- Crisis Management
- Employee Onboarding
- Supply Coordination
- Occupational Medicine
- Program Implementation
Languages
- French
- English
- Spanish
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Clinic Director - Management - Operations
Clinique Chloe - MEDSPA PARTNERS INC.
07.2022 - Current
Manager Technical Data Customer Care OPS
MAJOR Ltd.
04.2021 - 07.2022
Customer Care Director
Catelli Foods
01.2020 - 04.2021
Business Development Director
Vantage Logistics Asset base and 3PL
07.2019 - 01.2020
Business Development Director
Derme & Co Professional Medical Equipment & Skin Care
10.2017 - 07.2019
International Business Development Director
FLS Transport 3PL Logistics
Senior Office Managing Director
GEXEL Telecom member of Groupe Lagasse
Business Administration -
Concordia University
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