Karen Ross
Dunedin,Otago
Summary
Effective Practice Manager successful at handling high-volume of clients. I am pursuing a similar position where exemplary client focus and outstanding telephone skills can be well-utilized.
I have worked in the Optical industry for nineteen years. Our practice was extremely successful and was very busy. I had to multi task dealing with phone calls and face to face clients. I was ordering contact lenses as well as dispensing glasses which included guiding our clients to the correct lenses and frames to best suit their needs. As well as this I was managing the practice and processing my other management responsibilities which included supervising the staff and dealing with any requirements they needed.
I loved the fast paced environment and enjoyed working with our staff and clients. Over the years I found I built many great relationships with both.
Overview
39
39
years of professional experience
Work History
Practice Manager
Bridgman Eyecare
Dunedin, Otago
03.2003 - 01.2022
- Oversaw accounting, budgeting, and financial reporting.
- Trained interns and newly hired team members on office procedures and computer system.
- Addressed and remedied all patient or team member issues.
- Developed policies and procedures for effective practice management.
- Created and implemented organizational policies and procedures.
- Developed close working relationships with front office and back office staff.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Assisted with regulatory issues such as compliance.
- Supervised team of 11 office personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Provided supervision and management to team of support personnel.
- Ordered all office supplies and kept check on inventory levels.
- Communicated closely with patients, ensuring medical information was kept private.
- Consulted with healthcare professionals on business decisions.
- Developed and maintained electronic record management systems to analyze and process data.
- Stacked magazines, removed trash and straightened furniture to keep office and waiting areas clean and presentable.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
Duty Free
Duty Free Stores
Dunedin, Otago
10.2002 - 03.2003
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Supported efficient and timely replenishment of sales floor merchandise.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Issued receipts and processed refunds, credits or exchanges.
Data Entry Operator
Westpac
Dunedin, Otago
07.1998 - 10.2002
- Entered numerical data into databases with speed and accuracy using 10-key pad.
Kitchen Worker
Mercy Hospital
Dunedin, Otago
02.1995 - 06.1997
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
Senior Travel Consultant
Thomas Cook Travel/Union Travel
Dunedin, Otago
06.1979 - 03.1992
- Assessed client needs and recommended appropriate products and services to meet preferences and budget.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided useful travel materials such as guides, maps and event programs.
- Handled sensitive personal data with discretion.
- Conducted research and prepared meticulous travel itineraries complete with pricing, accommodation, airfare, transfer and tour information.
- Provided customers with brochures and publications containing travel information such as local customs, points of interest and foreign country regulations.
- Communicated with clients to confirm itineraries, methods of transportation, and travel regulations.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Education
Taieri High School
Dunedin, OTA12.1979
Skills
- Operating Plans Development
- Information Systems Development
- Employee Performance Evaluations
- Employee Supervision
- Employee Work Scheduling
- Employee Recruitment and Hiring
- Decision Making
- Employee Training Program
- Time Management
- Process Implementation
- Critical Thinking
- Verbal and Written Communication
- Performance Monitoring
Timeline
Practice Manager
Bridgman Eyecare
03.2003 - 01.2022
Duty Free
Duty Free Stores
10.2002 - 03.2003
Data Entry Operator
Westpac
07.1998 - 10.2002
Kitchen Worker
Mercy Hospital
02.1995 - 06.1997
Senior Travel Consultant
Thomas Cook Travel/Union Travel
06.1979 - 03.1992
Taieri High School