VP of Operations
Resume:
Bruce L. Call **** Monterey Circle
Bountiful, UT 84010
*********@*****.***
PRESIDENT / COO / VP of OPERATIONS
P&L / Operations / Multi-site organizations / Cost Control / Qualify /
Administrative Management
Financial Management / Customer Service / HR / Asset Utilization / Quality
Frequently promoted, I rose through the ranks of operational management
from Manager to COO. In the process, my teams and I won many awards for
excellence in productivity, sales, profits and customer satisfaction.
Experience in start ups, turnarounds and well established organizations.
Strengths include...
. Transforming marginal organizations into profitable market leaders
. Maximizing revenue and profit while keeping costs well under control
. Generating repeat and referral business
. Building productive, low-turnover teams at all levels
Bachelor of Science, Corporate Training, Idaho State. A sought-after
speaker, I have made presentations at conferences on a variety of topics
including maximizing revenue and profit, customer retention and more. Well
organized, my leadership and motivational skills have been highly rated.
Selected Accomplishments
Reversed declining profits. In 2013, West Coast Dental's profits dropped
sharply. Analyzed operations. Discovered Doctors' schedules were not
full. Aligned human and other resources to demand. Increased Doctor
productivity by 25% and profits by 300% in six months.
Rebuilt the organization. West Coast Dental's productivity had been
plummeting. Created a new culture based on caring for the patients and
patient retention. Convinced employees and management that they were the
keys to having great patient relationships. Cut turnover, improved
productivity and increased profitability.
Increased productivity. Created a report of the ten most important office
performance indicators which became the dashboard for InterDent managers to
review daily. Increased one region's overall metrics by more than 25%.
Improved overall revenue by 13% and profit by 27% over the next 12 months.
Cut labor costs. Developed a tool to measure labor as a percentage of
revenue. Taught the management team how to use it and set labor cost
goals. After a short pilot, installed the tool throughout InterDent.
Trimmed labor costs by $3M in one year while maintaining peak levels of
customer satisfaction and quality.
Tapped an underutilized revenue source. While touring InterDent offices,
discovered that office managers were not reappointing all their patients.
Had the office managers track the number of patients coming in versus the
number of patients that left with an appointment. Raised reappointment
rates by 15% in 2 months.
Created a patient satisfaction survey tool. Collaborated with InterDent
management, professional and support personnel to develop and validate the
survey questions. Won an award for having created the best patient survey
process for the company.
Established recruiting processes, policies and standard. Developed an
interview process, and devised a marketing plan to hire high quality
dentists. Wrote InterDent's first Recruiting Manual which became the
standard for finding, interviewing and hiring professional and other
personnel.
Employment History
COO - West Coast Dental - 2014 to 2014. Hired to drive revenue and profit
growth, build a management team, monitor day to day success, train and
focus team to deliver goals. Managed day-to-day operations for the
company's 31 offices.
Senior Vice President of Operations - InterDent - 2007 to 2014. Promoted
to manage day-to-day operations for this $260M company that provides
support services to more than 150 affiliated dental offices in eight
states. Built 25 dental offices from scratch to profitability
VP of Operations, Division 1- InterDent - 2005 to 2007 Managed 51 offices
generating $100M in revenue.
Regional Manager - InterDent - 1997 to 2004. In charge of a 14-office,
$30M region.
Earlier, employed by Idaho State University as an Instructor and as an
International MIS Manager by Microsoft (directed hardware, software
conversions in Toronto, London, Munich and Paris).
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