Melanie Tsoutsa
Padstow Heights,NSW
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
NSW State Manager
Laserclinics Australia
11.2023 - Current
- Managed a team of 2 Area Managers and 3 Cluster Managers providing guidance and support for their professional growth.
- Responsible for overseeing a total of 23 corporate clinics and 24 franchised clinics.
- Supported both corporate and franchised clinics with achieving their KPI's by identifying gaps in their sales and strategizing a plan for execution.
- Implemented data-driven quarterly business reviews alongside franchisees.
- Collaborated with cross-functional departments to drive business growth and create a strong internal network.
- Conducted weekly field team meetings to set our team and state up for success.
- Shared a weekly and monthly data-driven state review to our franchise network and field team.
- Reported weekly on the sales results of our state including wins and opportunities to my direct line managers (Head of Sales and Managing Director).
- Conducted frequent performance reviews, identifying strengths and areas for improvement in staff performance.
- Field visits with the team to maintain a strong understanding of real time events and trends.
- Conflict resolution for any escalated incidents.
- Ensure Visual Standards and clinic compliance was adhered to.
- Fortnightly roster reviews and weekly payables across all corporate locations.
NSW/ACT Multi-Site Area Manager
Laserclinics Australia
09.2018 - 10.2023
- Sole Area Manager supporting up to 60 clinics across NSW and ACT (I was the first to join the field team for our states)
- Regional and Interstate travel quarterly.
- Work alongside the NSW/ACT Technical Trainer and NSW North Area Manager to achieve state goals.
- Built strong and meaningful relationships with Franchisees, Clinic Managers and Clinical Nurses.
- Created and maintained an informal whatsapp group for managers across both states for goal setting, business updates and internal networking.
- Regularly liaised with all departments and external suppliers.
- Monthly meetings with departments mostly across the Marketing team and Network Growth team to share ideas on improving business based off our field experience and feedback from customers and our teams.
- Met monthly with key suppliers to discuss clinic performance.
- Monthly clinic visits with the Franchisee and manager to drive KPI's, strategise, identify kep opportunities and manage compliancy.
- Frequent phone and zoom communication/support for regional locations when not scheduled for travel.
- Opened and managed new clinics (company owned and franchised) which required prioritization and achieving important deadlines, setting up accounts, ordering of all things required to start the business, setting the clinic up, pop up stall to drive interest and sales leading to opening, recruiting, signing off on treatment room allocation, all clinic finances, stock management, liaising with all internal departments and external suppliers, guiding franchisees with each step of their onboarding and set up process to keep them on track and more.
- Onboarding and Handover of new and existing clinic sales.
- Onboarded new owners into the business and maintained assistance with regular check ins.
- Provided weekly and monthly reporting to Head of Sales and General Manager.
- Analysed data to report on my regions performance.
- Drove operational improvements which resulted in savings and improved profit margins.
- Worked with clinics to achieve a high NPS and engage with client feedback to prevent churn.
- Participated in team building activities to enhance working relationships – attended yearly conferences, quarterly team alignment days, training sessions.
- Identified issues, analyzed data, and provided solutions to problems which resulted in getting our CBD locations out of financial debt.
- Selected to participate in company projects which were set to improve operational systems such as franchise onboarding, financial best practice, new booking system, onboarding teams.
- Presented at clinic manager and franchisee roadshows which were hosted quarterly.
- Participated in award-winning training hosted by Terry Hawkins whose core focus is driving sales, improving the customer experience, and providing me the skills to better coach and develop staff.
- Suppliers used – Ebos, Skinstitut, Dr Roebucks, Allergan, Galderma, Kleresca.
Clinic Manager
Laserclinics Australia
10.2014 - 08.2018
- Stock Control
- Managed and achieved clinic budgets, as well as individual
- Equipment maintenance
- Participated in monthly supplier meetings
- Conducted all staff recruitment and onboarding
- Team development, coaching and training
- Developed team communications and information for team meetings
- Always lead by example
- Used critical thinking to troubleshoot any issues, evaluate the situation and make quick decisions
- Actively listened to client concerns and handled these quickly and efficiently
- Responsible for banking and end of day settlements
- Conducted regular internal audits to ensure consistency and satisfactory service
- Performed treatments and gained a strong client following.
Laser and Skin Therapist
Laserclinics Australia
08.2012 - 09.2014
- Discussed procedures and treatment options with clients
- Executed laser hair removal and advanced skin treatments
- Achieved and exceeded individual sales targets regularly
- Gained clientele and retention.
Beauty and Spa Therapist
Inspa Wellness Retreat
07.2010 - 05.2012
- Reception duties including data entry
- Performed all spa treatments and packages
- Analyzed client needs and came up with individualized and continuous treatment plans.
Education
Diploma of Beauty and Spa Therapy -
Australian Academy of Beauty And Spa Therapy
12.2010
High School Diploma -
De La Salle Catholic College
12.2009
Skills
- Multi-site management
- Team leadership and development
- Analytical
- Account management
- Solution focused
- Detail oriented
- Performance improvement
- Conflict resolution
- Customer experience
- Ability to achieve deadlines
Accomplishments
- FY21 KPI NSW/ACT - Exceeded Labour Productivity (49.1% vs 44.7%)
- Exceeded EBITDA budget by $4,158,062 (48.3% vs budget)
- Exceeded monthly targets regularly across both states with an average of 104.6% to target for NSW and 103.6% to target for ACT.
- Exceeded KPI for both NSW and ACT with upselling add on services and products. Target is set as 5-3-2-1 per clinic to achieve small wins and measure their ability to cross-convert and upsell. 5 = add on services, 3 = product sales to services, 2 = upselling leg laser hair removal, 1 = conversion to inject or skin. NSW = 5.40 – 3.20 – 0.89 – 0.54, ACT = 5.52 – 3.26 – 0.86 – 0.61
- New Clinic Openings/Clinic Sales - 2022 – Successfully participated in the handover process of acquiring franchised clinics as company owned with our largest volume at one time being in 2022. 2018 – 2021 I have accomplished 7 new clinic openings and assisted in an interstate clinic opening.
- LCA Caringbah/Miranda - Top sales therapist in Caringbah LCA generating total sales of $413,311.00 during 2012-2014. Average sales per therapist was $191,222.00 for the same period. Top sales in Miranda LCA generating total sales of $711,462.00 during 2014-2018. Average sales per therapist was $217,413.00 for the same period.
Workshops Completed
- 2022 – Senior Management Training with Terry Hawkins (CEO/GM/Head Of All Departments attended
- 2021 – Laser Luminaries with Terry Hawkins
- 2021 – Power Conversations with the Amplify Group (Deb Assheton)
- 2018- The Sales Catalyst with Neil Osoborne
- 2015 – Frog Training with Mark Lutty which focuses on sales, coaching and mentoring
SOFTWARE/SYSTEMS
- Microsoft 365
- Excel
- XERO
- IWS
- Athena
- Tableau
- Monday.com
- Commbiz
- Corporate Traveller
Skills And Qualities
- Multi-site Management
- Team leadership and development
- Ability to meet deadlines
- Analytical
- Account handling
- Problem Solving
- Customer experience
- Detail orientated
- Performance improvement
- Conflict resolution
Timeline
NSW State Manager
Laserclinics Australia
11.2023 - Current
NSW/ACT Multi-Site Area Manager
Laserclinics Australia
09.2018 - 10.2023
Clinic Manager
Laserclinics Australia
10.2014 - 08.2018
Laser and Skin Therapist
Laserclinics Australia
08.2012 - 09.2014
Beauty and Spa Therapist
Inspa Wellness Retreat
07.2010 - 05.2012
Diploma of Beauty and Spa Therapy -
Australian Academy of Beauty And Spa Therapy
High School Diploma -
De La Salle Catholic College
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