Crystal Mamola

Dynamic, data-driven Clinical Operations and Associate Experience Leader with 20+ years of expertise transforming the patient journey and frontline associate experience across ophthalmology and optometry practices. Proven success spearheading operational improvements, implementing patient-centered workflows, and designing associate training programs that reduce workplace friction and elevate service delivery. Expert at leveraging patient satisfaction trends and clinical insights to align cross-functional teams, maximize provider utilization, and cultivate collaborative cultures.

An Advanced ABO-certified industry expert and with an Executive Coaching background dedicated to championing frontline enablement to support organizational mission and long-term retention.

Territory Manager at X-Cel Specialty Contacts (2025-12 – Present)

• Training & Frontline Enablement: Design and execute hands-on clinical "wet labs" and educational programs to upskill practice associates and providers on specialty medical programs, simplifying complex technical fitting processes for the frontline.
• Cross-Functional Partnership: Collaborate with optometrists, ophthalmologists, and practice stakeholders to integrate specialty care portfolios into existing in-office workflows, ensuring a consistent and high-quality patient journey.
• Process Optimization: Consult with clinical and administrative field teams to isolate friction points in patient care, stabilizing market erosion.

Director Global Sales at CareerFoundry (2020-09 – 2025-12)

• Strategy & Execution: Created and executed a comprehensive global customer/associate journey strategy across distributed, cross-functional international teams, aligning remote and local initiatives with organization-wide performance standards.
• Associate Engagement & Coaching: Led, motivated, and coached high-performing global teams, building performance accountability structures and a culture of collaboration that sustained a 70% process conversion rate.
• Data Insights & Iteration: Defined, tracked, and analyzed associate engagement and delivery KPIs; leveraged data insights to inform executive decision-making and continuously iterate on training frameworks.
• Senior Leadership Reporting: Prepared and presented operational reports to executive leadership, providing actionable recommendations for resource allocation and cross-functional business line integration for a $10M+ annual budget framework.

Clinical Service Coordinator at LasikPlus (2018-03 – 2020-03)

• Patient Experience Optimization: Boosted procedure bookings by 20% and territory revenue by 18% by systematically mapping and optimizing the clinical-to-surgical patient journey.
• Frontline Enablement: Improved provider utilization by 20% through clinic schedule alignment, removing friction points for administrative staff, technicians, and counselors across multi-site centers.
• Patient-Centered Care: Delivered tailored patient education and consultative guidance that demystified treatment paths, resulting in an unprecedented 100% surgical show rate through improved pre-procedure communication best practices.
• Culture of Collaboration: Cultivated strong, unified working relationships between surgeons, frontline clinical staff, and center leadership to align the voice of the associate with patient service delivery.

Sales & Operations Management at Visionary Eye Care (2013-07 – 2018-02)

• In-Office Experience Transformation: Scaled clinic footprint and revenue from $800K to over $2M through aggressive operational expansion, patient access strategies, and intensive staff development.
• Staff Training & Delivery: Partnered with clinical teams to launch advanced specialty clinical programs (Prokera, myopia management, vision therapy); designed associate training models focused on communicating advanced patient care effectively.
• Workflow Simplification: Increased optical capture rate by 35% by completely redesigning the patient handoff workflow from the clinical lane to the retail optical floor, removing associate roadblocks and streamlining the retail journey.
• Vendor & Compliance Management: Maintained strict compliance with organizational and industry standards while reducing lab overhead by 50% via strategic vendor evaluation and quality-control controls.

Sales & Operations Management at Visionary Eye Care (2006-09 – 2011-03)

• Multi-Site Operational Leadership: Managed daily clinical and retail operations across multiple practice locations, achieving a consistent 20% year-over-year growth trend through scalable associate onboarding and patient acquisition frameworks.
• Technology Integration: Championed frontline enablement by implementing user-friendly EMR systems and scalable standard operating procedures (SOPs), significantly reducing system friction for desk and clinical associates.
• Patient Access Optimization: Expanded new patient acquisition by 27% by analyzing scheduling bottlenecks and restructuring the front-office phone and check-in experiences.
• RCM Architect: Designed, Trained, and Implemented Medical insurance billing. This captured $1.25M is revenue 12 months post initialization.

BS in Business Management/Administration – Argosy University

Opticianry Studies – Hillsborough Community College