Veterinary Practice Manager

Cynthia J. Mark

*** ** *** **, *****, Florida ***69

Cell: 813-***-**** acvpar@r.postjobfree.com

Professional Summary:

Ten years experience in technical project management. Ability to communicate and work effectively in a cross-functional team environment and client relationships. Skilled in working with project management life cycles. Experience in managing complex projects by utilizing effective organizational and project analysis strengths.

Ten years experience in veterinary medicine working in private practice, corporate, as well as, emergency and specialty services. Progressive experience from Certified Veterinary Technician working in surgery, ICU and emergency care to a general practice hospital manager.

Work Experience:

Banfield Pet Hospital, Fort Lauderdale, FL Oct 2014 – June 2015

Hospital Manager

Developed strategy to ensure cross-functional communication with clients, associates, field leadership, central team support and PetSmart to yield the highest quality of veterinary care and operational excellence

Interviewed, selected, trained, developed, coached, mentored, terminated and disciplined a staff of 15

Optimized Dayforce software to create and maintain doctor/staff schedules three months in advance

Analyzed all financial and operational metrics to deliver consistent performance growth, penetration and retention

Implemented quarterly corporate campaigns driving incremental revenue and CSI

Facilitated payroll every two weeks; approving time cards, managing staff hours and overtime authorizations

Supply Manager for pharmaceutical, marketing and operational inventory

Onsite Project Lead for a nine month corporate initiative called “Strengthening the Banfield Experience” that re-engineered all levels of operation

Coached and mentored associates in developing their annual personal development plans

Project lead for standardized training for the front desk staff and veterinary technicians

Created a marketing campaign to optimize wellness plan opportunities with increased sales by 12%

Managed proprietary ERP software including scheduling, accounting and medical records

Town and Country Veterinary Hospital, Naples, FL Feb 2014 – Oct 2014

Hospital Manager

Project Lead for critical hospital accreditation. A four month project culminated in first successful AAHA certification.

Project Manager for creating initial human resource policy and procedure manual

Lead the team that implemented a new medical insurance plan that provided improved coverage at a lower cost

Managed the project lifecycle upgrade from a legacy payroll system to an industry standard supplier (Paychex)

Assisted in developing the reproduction specialty and marketing this service to our hospital and to the Naples market

Improved inventory management by developing worksheets to track and report controlled inventory, consolidated inventory categories, confirmed revolving counts within the practice software and mapped general ledger accounts

Primary liaison for software/hardware support between Avimark (practice software) and 3rd party IT partner

Sogeval Laboratories, Inc. - Tampa, FL Dec 2012 – Dec 2013 Customer Service Representative

Processed distributor EDI and manual orders/invoices for USA operations

Managed distributor partner relationships regarding product availability

Managed pricing discrepancies, product replacement, trade discounts, PO cancellations and EDI errors

Researched and resolved shipping and custom label discrepancies

Managed customer service inquiries regarding adverse reactions, product ingredients, contraindications and compatibilities and entered data into Microsoft Access database

Optimized inventory controls with several innovations that were placed into production

Tampa Bay Veterinary Emergency – Tampa, FL April 2013 – Feb 2014

BluePearl Veterinary Emergency and Specialty, Tampa, FL April 2008 – April 2013

Emergency, Surgery and ICU Veterinary Technician, CVT

Triaged and provided stabilization for patients presented for care

Primary client contact during patient visit including updates, procedure authorization, prescriptions and discharge

Managed multiple priorities while performing assessments and treatments on hospitalized patients

Performed diagnostic procedures such as radiographs, venipuncture, catheter placement

Proficient in laboratory work and microscopic interpretation of blood, urine and fecal analysis

Assisted doctor with procedures such as CPR, laceration repairs, feline urinary blockages and various surgeries

Completed advanced training and promoted to a surgery technician

Advanced to ICU using critical thinking skills and ability to execute doctor orders

Reynolds and Reynolds

District Service Manager, Tampa, FL 2003 - 2005

Managed 32 automotive dealerships in North Florida for the AutoNation account

Responsible for building and maintaining working relationships by ensuring overall customer satisfaction

Visited accounts weekly to consult on hardware/software applications and district wide projects

Accountable for meeting sales/service target in support of department financial goals for service revenues

Analyzed client business needs, managed the project portfolio, planning initiatives and customer service and support

CRM Program Management and Business Integration Project Manager, Dayton, OH 2000 – 2003

Managed Honda Automotive, an $8 million customer account

Performed program logic analysis and developed marketing metrics

Deployed, executed and coordinated custom branded marketing program enhancements and process improvements

Assessed workload and resource requirements

Developed and coached a team of eight consultants on program collateral, SOP’s and campaign execution

Primary liaison for gathering requirements for both internal and external customers

Conducted system integration and customer acceptance tests for order entry, accounting, invoicing and shipping

Responsible for overall deployment, execution, coordination of the business integration processes

Used proprietary ERP software and Microsoft Project to manage developmental projects

Technical Project Management, Dayton, OH 1998 - 2000

Liaison between Reynolds and Reynolds and top 5 automotive Enterprise accounts

Coordinated customer visits to understand the client’s corporate vision, business objectives and goals

Worked closely with the account teams to streamline customer business processes, identify product/service opportunities, mitigate risks, develop contingency plans and achieve financial goals

Conducted product research, documented requirements and developed functional specifications

Facilitated custom product strategies through formal product life cycle management

Organized work efforts between all internal business units, clients and the third party vendors

Ensured customer requests aligned with Reynolds overall key objectives through roadmap development

Education:

Certifications:

Master of Arts in Business Management

The McGregor School of Antioch University, June 1999

Master’s Certificate, ESI International Project Mgmt

George Washington University, February 2002

Bachelor of Science in Business Management

The Defiance College, May 1994

Certified, Pacesetter Professional Management Program,

Reynolds University, December 2004

Associate of Science, Veterinary Technology

St. Petersburg College, July 2009

Certified, Florida Veterinary Technician Association

State of Florida, January 2010

Personal Accomplishments:

2015 World Bronze Medalist representing the USA Women’s Senior A Dragon Boat Team

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