Madaline Fakhoury
Dermal Therapist
New Lambton,NSW
Summary
Service-oriented Spa Manager committed to building engaged team and superior guest relations for maximum return on investment. Understands spa operations thoroughly and troubleshoots and resolves technical and personal issues resourcefully. Trains team members to put customers first and empowers staff members to take creative and independent action.
Overview
17
17
years of professional experience
Work History
Clinic Manager
SKINGYM AUSTRALIA
NEWCASTLE, NSW
03.2016 - 01.2022
- HAVING DIRECT COMMUNICATION WITH CUSTOMERS.
- Created memorable customer experiences, adding bonus services such as head and neck massages during appointments.
- Designed skin, body, and hair care packages for individual clients.
- Educated clients on care processes and advised on further care and products.
- Processed payments, entering sales in register for prompt customer service.
- Analysed client needs and came up with individualised and continuous treatment plans.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Promoted additional products and services to increase sales numbers and revenue with diverse selection.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Performed patient assessments and contributed to development of interdisciplinary care plans.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Monitored number of clients and wait times to create efficient flow of clients from check-in to check-out.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Built relationships with physicians to create steady referral pipeline.
- Prepared and retained records, files and reports according to various government and practice standards.
- Confirmed availability of sufficient supplies for delivery of quality patient care orders.
- Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
- Communicated with patients, ensuring that medical information was kept private.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations. Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Successfully negotiated client contract renewals to create increased revenue.
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all residents.
- Oversaw day-to-day business and clinical activities by establishing goals, objectives, standards of performance and policies and procedures when managing annual budget
DERMAL TECH
Royal Day Spa
NEWCASTLE, NSW
01.2010 - 04.2015
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used coordination and planning skills to achieve results according to schedule.
- Worked flexible hours; night, weekend, and holiday shifts.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Used Microsoft Word and other software tools to create documents and other communications.
Day Spa Manager
SILKOR
NORTH, BEIRUT
07.2005 - 12.2010
- Maximized efficiency through time management and staff supervision to boost productivity.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Utilized promotions, print and digital marketing to attract new clients.
- Greeted spa guests warmly to create positive first impression of establishment.
- Maintained front desk workstation by keeping it clean and organized.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Recorded product sales into spa's weekly income report.
- Led spa tours for new members to familiarize guests with services provided.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Worked with new employees to enforce account management protocols and customer service standards and optimize performance.
- Held individual meetings with employees to address performance issues, improve performance and boost profitability by guaranteeing excellent spa and customer service programs.
- Managed spa inventory by keeping detailed track of supply use and forecasting need to direct ordering processes.
- Maintained high functional, operational and organization levels during high-traffic hours and seasonal promotions.
- Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
- Coordinated facility schedules to maximize usage and efficiency.
- Developed and implemented marketing strategies.
- Responded to customer inquiries or complaints.
Education
Newcastle Beauty Academy
Associate of Arts - Hotel Management
AMERICAIN LEBANESE UNIVERSITY
BEIRUT04.1999
Skills
- Employee Work Scheduling
- Service Rates Establishment
- Interdepartmental Functions Coordination
- Budget Development
- Verbal and Written Communication
- Risk Management
- Financial Operations Oversight
- Employee Recruitment and Hiring
- Spa operations
- POS system operation
- Conflict mediation
Timeline
Clinic Manager
SKINGYM AUSTRALIA
03.2016 - 01.2022
DERMAL TECH
Royal Day Spa
01.2010 - 04.2015
Day Spa Manager
SILKOR
07.2005 - 12.2010
Newcastle Beauty Academy
Associate of Arts - Hotel Management
AMERICAIN LEBANESE UNIVERSITY