Andria Brennan

Customer Experience and Operations leader with 10+ years of experience driving operational excellence, AI adoption, and scalable business processes across healthcare and medical aesthetics organizations. Proven success leading distributed teams, implementing AI-powered customer engagement solutions, optimizing CRM and workflow automation, and building cross-functional operational frameworks that improve efficiency, customer experience, and business performance. Experienced partnering with operations, marketing, technology, and leadership teams to deliver scalable solutions in fast-paced, multi-site environments.

Virtual Patient Director | Customer Experience & Operations - Diamond Accelerator

(2025-02)

• Led a distributed team of 20 patient coordinators and two managers supporting 48 locations nationwide, driving scheduling efficiency and improving patient access.
• Spearheaded integration of conversational AI into SMS, chat widgets and social channels, enhancing customer experience and streamlining communication processes and increasing appointment conversion rate by 17%.
• Partner with executive leadership to optimize operational workflows, standardize processes, and improve cross-functional collaboration between patient experience, marketing, and operations teams.
• Designed and implemented scalable SOPs that improved operational consistency, onboarding, and quality across multiple teams.

Director of Practice Operations/Aesthetic Trainer - Marvel Cosmetic Medspa + Surgery - Multi-Site - 5 locations

(2019-12 - 2024-05)

• Led operational strategy supporting expansion from 1 to 5 locations, building scalable processes, governance, and operational frameworks to support rapid organizational growth.
• Created and launched a comprehensive onboarding and training program that improved employee readiness, standardization, and long-term retention.
• Developed operational policies, SOPs, and performance standards that improved execution consistency across multiple locations.
• Partnered with executive leadership to evaluate technology investments, marketing initiatives, operational priorities, and long-term business strategy.
• Managed reporting, budgeting, inventory oversight, and operational performance metrics to improve efficiency and support organizational goals.
• Collaborated cross-functionally with clinical, marketing, finance, and leadership teams to align operational initiatives with company objectives.

Patient Coordinator /Medical Assistant - Binhlam Aesthetics - Brentwood, TN

(2018-08 - 2019-12)

• Coordinated patient operations while supporting clinical teams and improving scheduling efficiency, communication, and patient satisfaction.
• Assisted with workflow improvements and front-office process optimization to improve operational consistency.
• Assisted the medical team by performing medical assistant duties, including patient education and scheduling appointments

Esthetics Instructor - Aveda Institute - Franklin, TN

(2017-06 - 2018-02)

• Designed and delivered engaging training programs for future aesthetic professionals, adapting instruction to diverse learning styles and experience levels.
• Developed curriculum, instructional materials, and hands-on learning experiences to improve knowledge retention and practical application.
• Evaluated learner performance, provided coaching and constructive feedback, and supported continuous skill development.
• Fostered a collaborative and inclusive learning environment that encouraged engagement, accountability, and professional growth.
• Managed classroom operations, training schedules, and educational resources while maintaining high instructional standards.

Esthetics - NY School of Esthetics