- Acting and Theater
- Participate in local theater productions, enhancing my public speaking and teamwork skills
- Music
Melissa Singer
Langley,Canada
Summary
Accomplished Clinic Operations Manager with over 25 years of expertise in delivering exceptional customer care, leading high-performing teams, and ensuring administrative excellence. Proficient in trauma-informed communication, JaneApp, and navigating complex ICBC/WSBC/third-party billing processes. Recognized as a tenacious advocate for optimizing clinic workflows, achieving revenue growth of up to 58%, and fostering empathetic, child-centered environments that enhance patient experiences. Committed to driving operational success while prioritizing the needs of clients and staff.
Overview
31
31
years of professional experience
1
1
Certification
Work History
OFFICE MANAGER
Granville Physio
08.2022 - Current
- Operations Leadership: Direct all daily operations and lead a front-desk team to ensure seamless patient flow in a high-volume clinical environment.
- Patient Advocacy: Act as a primary liaison between clients and therapists, applying a trauma-informed approach to navigate sensitive care needs.
- Financial Oversight: Manage comprehensive invoicing and treatment plans for ICBC and WSBC; oversee all online billing with multiple private insurance providers.
- Digital Growth: Increased clinic visibility by managing Google AdWords and digital advertising strategies.
CUSTOMER CARE MANAGER
Transaction Heroes Fulfillment
01.2021 - 08.2022
- Client Retention: Achieved exceptional client retention rates by managing all onboarding and customer care needs via phone and email.
- Logistics Management: Oversaw e-commerce fulfillment for 14 companies, utilizing Shipstation and Zenventory for precise inventory control.
- Process Improvement: Streamlined the Purchase Order (PO) uploading process to accelerate inventory receiving and accuracy.
WEBSITE & MARKETING MANAGER
Ronsons Shoes
01.2009 - 03.2020
- Revenue Growth: Spearheaded a marketing and print ad overhaul that resulted in a 58% revenue increase in the first year, with sustained growth of 6–9% annually.
- E-commerce Leadership: Managed a Shopify site and a customer service team of 20, ensuring high-quality support for both online and retail channels.
- Multi-Channel Marketing: Coordinated semi-annual advertising catalogues and managed digital ad spends across Facebook, Instagram, and Google.
STORE MANAGER
Ronsons Shoes
07.1995 - 01.2009
- Team Development: Managed and mentored a team of 5–15 staff members, fostering a culture of excellence and high sales performance.
- Sales Success: Consistently drove year-over-year sales increases ranging from 10% to 25% through strategic merchandising and inventory control.
Education
Bachelor of Fine Arts - Theatre
University of Victoria
Victoria, BCDiploma of Fine Arts - undefined
Mount Royal College
Calgary, ABSkills
- Clinic Admin: JaneApp (3 years), ICBC/WSBC Billing, Insurance Portals (Telus Health, etc), Treatment Plan Management
- Leadership: Team Training & Supervision (up to 20 staff), Conflict Resolution, Onboarding, Operations Oversight
- Digital Skills: Shopify, Google Ads, Facebook/Instagram Marketing, Shipstation, Zenventory
- Soft Skills: Trauma-Informed Care, High-Stakes Advocacy, Case Coordination, Crisis Management
- Effective multitasking
- Team management
- Staff management
- Schedule management
- Listening skills
Certification
Technical Training: JaneApp Certified (Advanced User), Trauma-Informed Care Training.
Interests
Timeline
OFFICE MANAGER
Granville Physio
08.2022 - Current
CUSTOMER CARE MANAGER
Transaction Heroes Fulfillment
01.2021 - 08.2022
WEBSITE & MARKETING MANAGER
Ronsons Shoes
01.2009 - 03.2020
STORE MANAGER
Ronsons Shoes
07.1995 - 01.2009
Diploma of Fine Arts - undefined
Mount Royal College
Bachelor of Fine Arts - Theatre
University of Victoria
Advocacy & Community Leadership
- Case Coordinator & Parent Advocate, 2010, Present, Care Coordination: Successfully managed and staffed two full-time ABA teams for 15+ years, overseeing recruitment, scheduling, and program implementation., Educational Advocacy: Navigated 12+ years of negotiations with the Surrey School Board to secure child-centered supports and IEP accommodations., System Navigation: Expertly managed the transition from CYSN to CLBC for adult care and coordinated ongoing support via Special Needs Agreements.
- Stage Manager & Director, Managed high-pressure production environments, coordinating diverse teams of actors and technicians to meet strict deadlines and performance standards.