Amy McKendrick

Responsible for increasing new client acquisition, improving client retention, sales, maximising exceptional client experience and converting leads to bookings and sales.

A passion for sales, a doer and motivator.

Driving leads and sales conversion.

Passion and knowledge about body shaping, aesthetics

Demonstrated ability to deliver according to brief and timelines.

Exceptional communication, problem-solving and interpersonal skills. Multi-tasks well in a fast-paced workplace.

Excels at organisation.

• Converted inbound and outbound leads into Consultation Bookings for clinics
• Converted customers and new leads into sales (treatments) by inbound and outbound phone.
• Worked with Clinics to provide excellence in client experience, being proactive in seeking ways to enhance the overall client experience and sales outcomes.
• Upselling and cross-selling to our existing customer base in conjunction with client retention.
• Followed established protocols and scripts to ensure a consistent brand image and messaging.
• Built and maintained strong relationships with clients, ensuring a positive and memorable experience.
• Handling client concerns or issues professionally.
• Collaborated with Body Catalyst Sales Manager and other team members to achieve overall sales and client experience objectives.

A highly experienced and results driven Sales and Clinical Area Manager, focused on patient care, training and education in an empowering and supportive environment. I excelled at fostering and maintaining excellent client relationships in a high end clinical and medical/aesthetic device environment. With a proven skillset in driving sales to maximize revenue and client retention, strategic sales and marketing skills, leadership skills, and training and development.

KEY RESPONSIBILITIES:

• Clinic Performance & Accountability: Communicate clinic targets to team members, provide tools and strategies to achieve KPIs, implement mechanisms for tracking and reporting on team progress, hold teams accountable for achieving their goals and objectives. Notable achievements in this area: My 3 clinic locations were consistently ranked in the top 3 performing Body Catalyst clinics of its 38 locations. Prior to adding Penrith and Castle Hill to my portfolio, they were ranked in our bottom 20% of clinics. With hard work and a positive mind set, they climbed into the top 15% within 60 days and achieved their sales KPI's for the first time.
• Clinic Revenue & specialist treatments: Drive sales not only through team development, however as one of the companies most skilled practitioners, drive sales through consultation with clients, further additions to current programs and facilitate specialist treatments.
• Team Development: Identify and address areas for improvement within teams, implementing development plans and strategies to enhance team performance, both in terms of individual contributions and collective achievement. Address poor performance and behaviour. Minimise staff turnover in clinics.
• Client Services: Monitor and provide guidance to ensure clinics are delivering excellent customer service experience, are recommending and offering best programmes, and are identifying ongoing treatment plans for clients. Work with training to ensure team members are delivering treatments according to best protocol. Assist with handling any client complaints.
• Device Training and Operational Compliance: Train, upskill and sign off on operational compliance on all devices including Clatuu 360/Alpha Cryolipolysis, HIFU/ULFIT, Radio Frequency and Cavitation – Dalyance & Robolex. FMS Tesla Former Muscle Definer and pelvic floor rehabilitation. Support training centre team in any absence.
• Empowerment: Provide teams with the autonomy and tools they need to succeed independently. Encourage and enable team members to take initiative and make informed decisions.
• Mentorship and Coaching: Offer guidance and mentorship to team members, assisting them in setting and achieving personal and team goals. Create opportunities for skill development and career advancement.
• Documentation: Maintain clear and concise documentation of KPIs, team development plans, progress reports, and achievements.
• WHS and compliance: Use time management and calendar management tools to ensure WHS of team members, set operational tasks and responsibilities among team members and hold them accountable. Collaboration with company leaders on marketing campaigns, new treatment protocols, product roll outs, pricing and packaging, team training & development workshops, client experience workshops & delivery.

Organised and lead training, as well as identifying needs and gaps in the current training and induction practices across the business. Delivered a consistent level of treatments, treatment safety, and that the quality of treatments is at the required standard.

Connected closely to the the Operations Director, Area Managers, Managers and Therapists within the company to ensure requirements are met and implemented.

Contributed to the execution and success of the company strategy and direction, as well as the overall performance and compliance of all clinics within NSW.

KEY RESPONSIBILITIES:

• Clinical training to all team members
• Developed and facilitated training sessions outside of clinics
• Contributed to the execution of the company strategy
• Team member training and skill development
• WHS and operational compliance
• Safe delivery of treatment by all team members
• Quality and consistency of clinical performance

DUTIES:

• Supported business plans to maximise profitability and growth
• Ensuring compliance of policies and procedures producing a consistent level of operational standards and performance of clinics.
• Helped to minimise any ‘gap’ between graduating from training and being customer-ready
• Contributed and supported the execution of company initiatives, directives and process improvements
• Analysed clinic performance and other operational activity to identify training opportunities
• On-going training of clinic team members
• Training on all treatments and services
• Ensured our company values were brought to life in training so that they can be lived by in the clinics by all team members
• Observed and shadowed clinic services, consultations and clients interactions to provide ongoing support and coaching
• Conducted training and team member clinical reviews