Operations Manager/Practice Manager/General Manager

Kim McMaster

Address: **** ********* *********, *******, ******* 32819

Phone: 407-***-****

Email: ******@******.***

SENIOR EXECUTIVE

- Qualifications Profile

Seasoned and versatile professional with proven record of success in driving business growth. Offering extensive background in

managing all aspects of overall operations from sales and marketing; product and inventory administration; and team development to

project management and support. Expert at defining and implementing processes and systems that boost productivity, efficiency, and

quality of operations. Articulate communicator with the ability to build trust and long-term relationships with all levels of

professionals.

- Core Competencies

Human Resources Management Customer Needs Assessment Operational Leader Strategic Planning

Resource and Manpower Allocation Personnel Development and Training

- Professional Experience

Rejuvenation Clinics Australia/Specialist Clinics Australia, Sydney, NSW, Australia

Operations Manager Nov 2014–Jan 2017

Oversaw the entire aspects of multi-site operations including sales growth, profitability, people and culture, staffing and

retention, facility management, procurement, scheduling, retail, call center and front of house

Efficiently led a team of staff which consists of call center and receptionists, retail personnel, clinicians, doctors, nurses, and

administrative personnel (HR, payroll, and accounting staff)

Conducted research on new equipment and methodologies to develop new revenue streams

Effectively expanded projects to establish the organization across multiple sites

Rendered keen oversight on team progress to ensure all deadlines were met

Functioned as an effective liaison in charge of coordinating project schedules and changes

Notable Accomplishment:

Successfully enhanced inventories and ordering procedures, which generated 12% increase in bottom line

Initiated the expansion of medical and rejuvenation facility from one site to three, while documenting critical path so future

expansion could be easily accomplished.

Consistently generated significant sales growth in 2014 ($12M), 2015 ($14M), and 2016 ($14.8M)

Implemented well-received program of professional development courses for all staff, leading to 28% increase in overall employee

productivity

Australia Post, Sydney, NSW, Australia

Licensee Owner Jan 2010–Nov 2014

Assumed full accountability in handling diversified business functions, such as follows:

Administration of financial and budget activities to fund operations and maximize investments;

Management of staff in carrying out daily functions to maintain seamless operations;

Establishment and implementation of departmental policies, goals, and objectives; and

Assessment of financial statements and performance reports to measure productivity as well as to determine areas needing cost

reduction and program improvement

Coordinated with department managers in planning and implementing promotional initiatives

Spearheaded staff recruitment and hiring initiatives and employee training programs

Guaranteed that top-notch services were provided to customers to ensure overall client satisfaction

Notable Accomplishments:

Played a key role in boosting profits by 60% within one year through the reorganization of business line and human resource

investment

Provided various staff trainings and coaching, which successfully eliminated the turnover within three years

Minimized negative customer feedback by 20% below market average

Generated significant growth in revenue by providing refined trading schedules and increasing staff number

Gloria Jean’s Coffees, NSW, Sydney, Australia

Operations and Training Manager Licensee Oct 1998–Jan 2010

Initiated the implementation of a centralized learning facility to provide systemized training modules

Directed efforts in centralizing all procedures and updating attributes through the learning and development project

Played an integral role in evaluating and launching new products to market

Enhanced profitability through the successful renegotiation of real estate leases

Notable Accomplishments:

Successfully accomplished project within 5 months against projected 12 months as well as 58% under the allotted budget

Led the new self-directed learning program, which significantly improved staff retention and cross-skilling

Earlier Positions Held:

McDonald's Systems of Australia, Sydney, NSW, Australia

Regional Operations Manager

Regional Learning and Development Manager

- Education and credentials

Master of Arts in Workplace Development, with Emphasis in Culture in the Workplace

University of Technology, Sydney, NSW, Australia

Coursework: Business, Management, and Communications

Bachelor of Arts in Communications

Charles Sturt University, Bathurst, NSW, Australia

Coursework: Marketing, Public Relations, and Journalism

Chancellors Academic Achievement Award for Research

Hospitality Certification

Board of Retail Studies, Sydney, NSW, Australia

Coursework: Accounting, Financial Management, and Event Planning

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