OLIVIA D. CROOM, D.D.S.
Bloomfield Hills, MI 48302 * 248-270-8377
Vice President of Operations
Strengths in Operations/Budget Management/Performance Development
Results-driven, respected and loyal operations leader with strong background of 24+ years in customizing
motivated, efficient teams, resulting in increased performance and productivity by as much as 37% within
12 months. Proven senior-level experience in operations strategy and decision-making policy. Skilled at
analyzing staffing needs and creating effective performance solutions that result in maximized efficiency.
Confident and passionate individual with a mission to developing exceptional organizational structure as
team leader. Known as the go-to person to solve process related challenges.
Team Management Compliance Committee
Develop Performance Improvement Government Monitor Prep/Follow Up
Plan (PIP’s) for Centers Executive Committee
Staff Evaluation/Management Lead Doctor Recruiting
Financial Sheet Leadership Branding
Development/Analysis New Lead Doctor Development
Center Budget Management PR Messaging/Tactics
Productivity Analysis Customer/Patient Satisfaction
Lead Doctor Performance Review Compensation Evaluation
Policy Strategy Transformational Change Agent
Organizational Staffing Plan Regional Directors Collaboration
Developed efficiency in service/quality of care to dental patients. Increased in NPS scores
performing centers above 85% in 5 months (customer service rating)
Reduced center dentist shortage by 33% within 4 months.
Centers with Lead Doctors trained in my region showed significant improvement in center
performance by 15 – 20%.
Eleven centers on 2012 PIP’s (Performance Improvement Plans); after development for
3 months, only 2 remained on PIP’s.
Increased declining production of Indianapolis center by 37% within first year.
CSHM Health Management, Nashville, TN, 2008 – 2012
Health management company for Small Smile Dental Centers chain across the U.S. Received
Intensive Business Operations Management training under Executive Vice President of Operations.
Senior Vice President, 2011 – 2012, Lead Doctor, 2008-2011
Actively managed operations for over 700 doctors and staff for Small Smiles Dental Centers in the
western region U.S. Worked closely with leadership teams in centers to train them to understand
how to obtain positive revenue numbers, developed strong management skills and work ethic
in order to replicate with center staff. Used highly developed metrics to launch strategies to
increase daily revenue.
-Monthly financial sheet development – reviewed, identified areas of improvement, developed
PIP’s (Performance Improvement Plans) assigned tasks.
-Analyzed budget/operational reports (P&L, Target vs Budget, Future Appts, Daily Production,
Pt. Flow, Weekly Scorecard, industry metrics, best practices, etc.) to develop operational plans for
-Monthly performance review for centers (Target vs Actual).
-Monthly financial sheet (P&L) analysis – identified areas of improvement, developed PIP’s
(Performance Improvement Plans) and administered tasks/oversaw completion.
-Overall productivity analysis/oversight – core business, additional service programs, specialty
-Restructured center staffing plan for cost effectiveness for best profit margin.
-Liaison between centers and corporate departments (Legal, Licensing and
Credentialing, Compliance, Training, Recruiting, etc.).
-New lead doctor onboarding – structured plan for improved long-term performance.
-Joined with Licensing and Credentialing department weekly for doctor credentialing updates.
-Reviewed/Recommended doctor compensation.
-Doctor Recruiting – Owner of doctor models/dentist staffing decisions. Interviewed/hired lead
Doctors. Met weekly with VP of Recruiting on pipeline calls for recruiting updates.
-Collaborated with Chief Compliance Officer to ensure company policy and government
regulations were followed. Met regularly, along with monthly compliance committee calls.
Monitored monthly center compliance liaison representative calls, webinars, made center visit checks.
-Worked with Legal on doctor contracts, helped solve legal matters concerning staff/center issues.
-Conducted marketing calls with Regional Directors and centers to train in marketing ideas and
techniques to increase patient volume and center revenue.
-Introduced effective marketing campaign in centers, contributing to increased revenue and PR.
-Traveled weekly to Midwest and Western regions of U.S. for center site visits to diagnose need for
improvement, gathered input for structured plan, stimulated completion.
-Transformational development for leadership teams in centers. Changed the way team members
performed by motivating them to be the important, excellent piece of the team puzzle.
-Asked to be one of 8 trainers for new doctor orientation/training for the corporation in Nashville, TN.
-Increased declining production of Indianapolis center by 37% within a year by developing effective,
efficient systems for every department. Increased staff morale and center organization, which
in turn, increased customer service.
-Productivity rewarded by becoming owner doctor of Ohio region of dental centers. Partnered in
overseeing the Ohio region of dental centers.
-Agreed to take over as lead of troubled center in Toledo. Reconstructed the leadership team, dentist
team and staff. Marked increase in staff morale and customer service.
-Increased staff participation in volunteerism for community events by creative motivation techniques.
-Openly rewarded staff for job well done, which inspired consistent improved performance.
Mobile Dentists and Children’s Health Foundation, Farmington Hills, MI, Dentist, 2004 – 2008
Practiced general dentistry for children in public schools in state of Michigan. Improved efficiency of
patient flow by an average of 45% in first 9 months, increasing productivity with traveling dental teams.
Increased morale of staff on traveling teams.
Croom Family Dentistry, Lathrup Village, MI, Dentist, 1993-2003
Handled administration/operations of successful dental practice. Acquired additional practice
management skills post graduation through numerous continuing education courses in order to
increase practice success. Trained employees to perform at optimum levels and replicate themselves.
Built thriving practice from the ground up with teamwork and sold it for solid profit.
Wayne County Community College, School of Dental Hygiene, Detroit, MI, Clinical Instructor, 1992
Instructed dental hygiene students in correct technique in scaling/root planing, polishing, oral
examination, charting, radiograph diagnosis.
J. Victor Eagan D.D.S. (Mentor), Detroit, MI, Associate Dentist, 1989-1992
Cared for Dr. Eagan’s large general dental practice (Dr. Eagan attended orthodontic school out of
state).Acquired practice administration skills under umbrella of Dr. Eagan’s clinical and business
systems. Honed skills on superior patient/dentist relations.
Crockett Vocational School (Herman Kiefer Health Department), Detroit, MI, General
Built children’s clinic (teaching facility) patient schedule from an average of 4-5 patients/half day to 12-
15 patients/day. Helped train dental assistant students in dental clinic.
Perfect Smile Dental Center, Detroit, MI, Associate Dentist, 1988
The first dental office in which I practiced after graduating from dental school. Picked up speed and
knowledge of how a practice should operate efficiently.
Doctorate of Dental Surgery, University of Michigan, Ann Arbor, MI, 1988
Biology Major, University of Michigan, Ann Arbor, MI, 1983-1984
Pre-Optometry, Ferris State University, Big Rapids, MI, 1980-1982
American Dental Association, current member
Toledo Dental Society, current member
Ohio Dental Association, current member
Indiana Dental Association, past member
Indianapolis Dental Society, past member
Michigan Dental Association, past member
Detroit Dental Society, past member
Wolverine Dental Society, past member
References provided upon requests.