Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Louise Fletcher

Louise Fletcher

East Kilbride,South Lanarkshire

Summary

Talented Operations Director skillful developing and implementing policies, procedures and plans to enhance and direct company activities. Successful background growing revenue, allocating resources and coordinating plans by utilizing excellent verbal and written communication, program management and team leadership abilities gained during 26 year career in dentistry.

Overview

26
26
years of professional experience
5
5
years of post-secondary education

Work History

Operations Director

Scottish Dental Care
Glasgow, Scotland
01.2022 - Current
  • Secured process improvements for increased quality, compliance and efficiency.
  • Identified opportunities to secure new revenue streams for increased profitability.
  • Developed cohesive workforce equipped to respond to changing operational demand.
  • Motivated team members by providing mentoring and development opportunities.
  • Interviewed, hired and trained staff, maintaining highly efficient service teams.
  • Delivered impressive business growth while creating cost-effective solutions to meet required budget.
  • Oversaw monthly P&L for fully accountable and recoverable costs.
  • Built productive working relationships to inspire and guide personnel at multiple business levels.
  • Led site operations team to deliver on KPI targets with consistency.
  • Prepared and communicated budgets, schedules and reports for appropriate personnel.
  • Assessed, identified and mitigated risk through strategic planning.
  • Analysed operational data to locate inefficiencies and devise targeted improvement plans.
  • Devised strategic objectives to guide business decision-making and achieve long-term goals.
  • Advocated for improvements through transformational value-based leadership.
  • Offered technical support and advice to colleagues using extensive knowledge of dentistry.
  • Oversaw budget governance to achieve cost reduction targets.
  • Cultivated culture of continuous improvement, clearly outlining objectives and ideal processes.
  • Reduced costs and improved operations by analysing processes and customer feedback.
  • Implemented strategic mission, core values and business objectives across company-wide operations.
  • Drove continuous improvement and innovation in collaboration with management team.
  • Planned daily operations to maximise productivity, monitoring KPIs to promote consistent progress towards targets.
  • Acquisitions and integrations of new clinics into the group portfolio.


Operations Manager

Scottish Dental Care
Glasgow, Scotland
11.2019 - 01.2022
  • Minimised discrepancies by effectively training employees on best practices, policies and procedures.
  • Strategically scheduled and managed 80+ staff members, maintaining high-performing business operations.
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Analysed financial data to track and achieve budget targets.
  • Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
  • Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
  • Performed strategic process improvements and updated methodologies to enhance operations.
  • Partnered with internal teams to develop new operating opportunities to enhance service delivery.
  • Led overall direction, coordination and evaluation of department functions.
  • Increased department profitability by reducing operations costs.
  • Reduced expenditures by implementing inventory control measures and improving organisational operations.
  • Implemented corrective actions after collecting and analysing patient and employee feedback.
  • Noted employee absences and grievances, and improved team development and performance with right training.
  • Analysed operations data to identify process gaps and successfully implement change.
  • Cut company operating budgets through improved staffing, resourcing and inventory management.
  • Drove performance while managing and maintaining customer expectations, quality standards and SLAs.
  • Managed and motivated high-performing teams for successful KPI attainment.
  • Adhered to employee relations processes while recruiting, retaining and developing staff.
  • Developed, recommended and implemented strategies to improve employee work quality and speed.
  • Reduced costs and improved operations by analysing processes and customer feedback.

Operations Manager

Clyde Munro Dental Group
Glasgow, Scotland
09.2018 - 11.2019
  • Minimised discrepancies by effectively training employees on best practices, policies and procedures.
  • Strategically scheduled and managed [Number]+ staff members, maintaining high-performing business operations.
  • Developed, recommended and implemented strategies to improve employee work quality and speed.
  • Reduced costs and improved operations by analysing processes and customer feedback.
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Analysed financial data to track and achieve budget targets.
  • Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
  • Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
  • Performed strategic process improvements and updated methodologies to enhance operations.
  • Partnered with internal teams to develop new operating opportunities to enhance service delivery.
  • Led overall direction, coordination and evaluation of department functions.
  • Worked constructively with sales team generating new business opportunities and supporting company growth.
  • Increased department profitability by reducing operations costs.
  • Reduced expenditures by implementing inventory control measures and improving organisational operations.
  • Implemented corrective actions after collecting and analysing customer and employee feedback.
  • Noted employee absences and grievances, and improved team development and performance with right training.
  • Analysed operations data to identify process gaps and successfully implement change.
  • Cut company operating budgets through improved staffing, resourcing and inventory management.
  • Drove performance while managing and maintaining customer expectations, quality standards and SLAs.
  • Managed and motivated high-performing teams for successful KPI attainment.
  • Adhered to employee relations processes while recruiting, retaining and developing staff.

Senior Dental Nurse

Dental Fx
Glasgow, Scotland
11.2000 - 09.2018
  • Provided excellent patient care from arrival to treatment completion.
  • Carried out varied chairside support procedures while keeping patients calm and comfortable.
  • Accurately and efficiently decontaminated and sterilised dental devices for continued hygiene compliance.
  • Prepared well-equipped treatment rooms for dental procedures, streamlining processes for efficient operations.
  • Performed manipulation and application of dental materials to exact patient requirements.
  • Supported seamless patient journey by manning reception area and taking bookings.
  • Answered client queries regarding charges and payment options.
  • Took dental images safely, checking patient suitability for X-ray procedures.
  • Replenished sundries and ordered low-stock items.
  • Welcomed patients, explaining dental procedures and answering questions to ease anxiety.
  • Correctly prepared relevant dental instruments and equipment for accurate, timely treatment procedures.
  • Assisted fellow staff in additional duties for continued smooth running of practice operations.
  • Prioritised patient comfort, maximising client retention and satisfaction.
  • Helped to close surgery, treatment rooms and reception area at end of day.
  • Arranged appointments using online booking system.
  • Worked with dentists during permanent and temporary restorative procedures, including fillings, crowns and bridges, extensive surgical treatment.
  • Provided outstanding support to dentists throughout practical treatment procedures for positive outcomes.
  • Assisted in clinical procedures, including examinations, fillings and extractions.
  • Reported faulty or poorly functioning tools to maintain high quality equipment.
  • Uploaded and updated patient records on computer system, adhering to patient confidentiality policies.

Dental Nurse

Greenhills Dental Clinic
East Kilbride, Scotland
08.1997 - 11.2000
  • Replenished sundries and ordered low-stock items.
  • Answered client queries regarding charges and payment options.
  • Took dental images safely, checking patient suitability for X-ray procedures.
  • Carried out varied chairside support procedures while keeping patients calm and comfortable.
  • Welcomed patients, explaining dental procedures and answering questions to ease anxiety.
  • Provided excellent patient care from arrival to treatment completion.
  • Uploaded and updated patient records on computer system, adhering to patient confidentiality policies.
  • Provided outstanding support to dentists throughout practical treatment procedures for positive outcomes.
  • Arranged appointments using online booking system.
  • Correctly prepared relevant dental instruments and equipment for accurate, timely treatment procedures.
  • Reported faulty or poorly functioning tools to maintain high quality equipment.
  • Supported seamless patient journey by manning reception area and taking bookings.
  • Assisted fellow staff in additional duties for continued smooth running of practice operations.
  • Worked with dentists during permanent and temporary restorative procedures, including fillings, crowns and bridges.
  • Prepared well-equipped treatment rooms for dental procedures, streamlining processes for efficient operations.
  • Helped to close surgery, treatment rooms and reception area at end of day.
  • Assisted in clinical procedures, including examinations, fillings and extractions.
  • Performed manipulation and application of dental materials to exact patient requirements.
  • Prioritised patient comfort, maximising client retention and satisfaction.
  • Accurately and efficiently decontaminated and sterilised dental devices for continued hygiene compliance.

Education

Diploma - Dental Practice Management

Dental Business Academy
England
02.2017 - 02.2018

National Certificate - Dental Implant Nursing

Kings College London
London
01.2011 - 01.2012

National Certificate - Dental Radiography

Glasgow Caledonian University
Glasgow
03.2008 - 03.2009

National Certificate - Dental Nursing

NEBDN
Glasgow
08.1997 - 06.1999

Skills

  • Employee training
  • Problem solving
  • Outgoing personality
  • Strong communication
  • Strategic planning
  • Department management
  • Operational support
  • Strategic research

Hobbies

  • Football Coach for children with ASN
  • Football Coach for girls U10

Timeline

Operations Director

Scottish Dental Care
01.2022 - Current

Operations Manager

Scottish Dental Care
11.2019 - 01.2022

Operations Manager

Clyde Munro Dental Group
09.2018 - 11.2019

Diploma - Dental Practice Management

Dental Business Academy
02.2017 - 02.2018

National Certificate - Dental Implant Nursing

Kings College London
01.2011 - 01.2012

National Certificate - Dental Radiography

Glasgow Caledonian University
03.2008 - 03.2009

Senior Dental Nurse

Dental Fx
11.2000 - 09.2018

Dental Nurse

Greenhills Dental Clinic
08.1997 - 11.2000

National Certificate - Dental Nursing

NEBDN
08.1997 - 06.1999

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Louise Fletcher