Denise M. O’Brien
20 Collins Rd.
Danville, NH 03819
603-382-6881
617-458-9742
(dobrien31@adelphia.net)
WORK HISTORY
7/05-present The
Barking Dog, Ltd. Hooksett, NH.
Operations Manager
Responsible for the operations of 2 pet resorts offering
boarding, grooming, daycare, and training,
in addition to retail sales.
·
Trained and
developed staff to ensure a smooth flow, well maintained, and organized environment,
to support peak performance in each facility.
·
Developed,
maintained, and communicated policies and procedures on all cash management,
inventory control, point-of-sale transactions, customer service, operations,
and staffing.
·
Ensured efficient
use of payroll dollars by utilizing effective scheduling practices.
·
Working on third
location with promotions, hiring, and training.
·
Conducted regular
staff and motivational meetings.
·
Resolve client
problems in a prompt friendly manner.
·
Developed
employee safety program for company to be utilized at all 3 locations.
·
Worked closely
with relief organizations on Katrina fund and adoption program for displaced
hurricane pets.
·
Increased revenue
by 30-40% each month at primary location. By implementing new marketing
and sales promotions
12/00- 7/03 Healthy
Pet Corporation. Fairfield, CT.
Regional
Manager/Practice Manager Massachusetts
Responsible for operations
of up to 7 hospitals, kennels, and grooming salons in Massachusetts.
·
Recruited,
interviewed and hired Veterinary Doctors, managers, veterinary technicians,
administrators, groomers, and kennel staff.
·
Trained and
developed staff to ensure a smooth flow, well maintained, and organized
environment, to support peak performance.
·
Developed
innovative techniques to enhance new business and client retention.
·
Implemented sales
and marketing promotion and procedure which increased revenue by 35% in one
year at primary location.
·
Ensured superior
customer service and resolved client concerns.
·
Reviewed and
ensured accuracy of all reports (daily, weekly, monthly, quarterly)
·
Developed,
maintained, and communicated policies and procedures on all cash management,
inventory control, point-of-sale transactions, customer service, operations,
and staffing.
·
Analyzed and
utilized POS reports, highlighted any problems and discussed with managers and
CEO.
·
Accurately
processed all cash management and inventory control procedures.
·
Ensured efficient
use of payroll dollars by utilizing effective scheduling practices.
·
Worked closely
with managers, Chief of staffs, CFO, and CEO and communicated all pertinent
information.
·
Succeeded in
reducing A/R by implementing collection procedures.
·
Responsible for
working with vendors and corporate office on marketing and promotions.
12/99-12/00 Dana Farber Cancer
Institute. Boston, MA
7/00- 12/00 Facilitator, Women’s Oncology
·
Coordinated
scheduling of appointments for patient (Chemo-therapy, CT scans, bone
scans, echocardiograms, ultrasounds, mammograms etc.)
·
Acted as liaison
between patients and doctors
·
Checked in
patients
·
Ordered lab work
·
Provided assistance to patients
·
Generated daily
reports
12/99-7/00 Animal Technician.
·
Maintained
breeding colonies for research.
· Performed technical services and lab work for
investigators.
·
Maintained logs
and census on Microsoft Excel and Word
7/98-3/00 Melrose
Animal Clinic. Melrose, MA
4/97-4/98 New
England Veterinary Clinic. Salem, MA
4/96-3/97 VCA
Animal Hospital of Wakefield, Wakefield, MA
Veterinary
Technician/Administration
Administration:
·
Maintained
hospital at peak functioning level.
·
Scheduled
appointments.
·
Generated and
maintained medical records.
·
Admit and
discharged surgeries.
·
Computerized
billing.
·
Assist clients
with purchasing products and services.
·
Acted as liaison
between client and doctor.
·
Resolved client
problems in a prompt friendly manner.
Technical:
·
Kept animals fed,
clean, and comfortable.
·
Phlebotomy
·
Radiology
·
Performed
complete dentals, prepped and monitored
surgeries
·
Dispense
medication
·
Assisted
veterinarian with patients
·
Administered
medication (oral, sub Q. IM. IV, and Topical)
·
Lab work (fecal
analysis, complete urinalysis, blood work)
7/90-6/94 NYNEX Mobile Communications. Woburn, MA.
Customer Service
Representative; 5/91-6/94
·
Attained customer
service department’s main objective of minimizing
abandonment rate while optimizing service level.
·
Handled customer
inquiries and needs in a prompt friendly manner.
·
Provided
solutions to ensure 100% satisfaction.
Support Assistant; 7/90-5/91
·
Kept facilities
department at peak level
·
Maintained
telecommunications systems
·
Handled
purchasing, follow-up, and clerical duties
EDUCATION
University of Tennessee/ North East Seminars Small Animal Rehabilitation (cert 2005/2006)
North Shore Community
College (Biotechnology Program. 1999)
Essex
Agricultural and Technical Institute Veterinary Technician (Associates Degree.
1998)
Northeastern University Business courses ( 1991)
AAHA
71 Annual Meeting & Convention Tampa, FL
(March 2004)
ABKA
Convention & Trade Show, (Building, Buying, and Operating a Boarding
Kennel.
Doggy Day Care) Charleston,
SC (October 2003)
The North American Veterinary Conference Orlando, FL (January 1998)
Dale
Carnegie Course Certificate (C.E.U.)
1992
Sigma
International Inc. Certificate 1992
International
Writing Institute Certificate 1992
North Reading High
School Diploma 1990
* References
furnished upon request