Michael McTernan

Removery | 2018 – Present

Zenoti Systems Administrator – IT Support Lead

• Technical Implementation: Lead the configuration and optimization of the Zenoti ecosystem, overseeing system-wide updates, API integrations, and data migration projects to support global scaling.
• SME Leadership: Act as the primary technical consultant for the laser tattoo removal business unit, aligning software capabilities with clinical workflows and revenue cycle management.
• Workflow Engineering: Partner with Change Management teams to architect and deploy custom system workflows that reduced manual entry and improved data accuracy across 150+ locations.
• Infrastructure Management: Administer a complex tech stack including Microsoft Entra (Azure AD) and Intune to manage device enrollment and identity access for a distributed global workforce.
• Developed a centralized technical repository using Tango and Smartsheet.
• Cross-Functional Solutioning: Coordinate with developers and third-party vendors (Salesforce, Zendesk) to resolve high-priority systemic bugs and implement feature enhancements.

Inside Sales Team Lead

• Industry Knowledge: Served as a clinical subject matter expert, educating clients on the physics of laser-skin interaction and managing expectations for the tattoo removal journey.
• Performance Analytics: Utilized CRM data to monitor sales KPIs, identifying technical bottlenecks in the booking funnel and implementing workflow fixes to increase conversion.
• Operational Optimization: Developed automated scheduling logic within the booking platform to maximize provider utilization and reduce clinic downtime.

Studio Manager (Formerly The Finery)

• Stakeholder Relations: Leveraged deep roots in the tattoo community to build a national referral network, bridging the gap between traditional tattoo artistry and clinical removal services.
• Brand Digitization: Executed a multi-channel digital strategy, ensuring brand consistency during the transition from The Finery to the Removery global brand.Serve as the primary technical expert for the Zenoti platform, ensuring system stability, performance, and data integrity across the organization.
• Provide global IT support and system administration for 500+ employees, consistently maintaining high service levels in a fast-paced environment.
• Design and deliver training programs to enhance user adoption, reinforce best practices, and drive performance consistency.
• Troubleshot complex system issues and coordinated with cross-functional teams to implement effective solutions.

• Managed high-volume inbound calls in call center, assisting customers with purchases, account balances, and order inquiries to enhance customer experience.
• Resolved customer concerns efficiently, including order issues, billing questions, and general account support.
• Achieved performance metrics for call handling time, resolution quality, and customer satisfaction, contributing to team goals.
• Communicated clearly and professionally while addressing store feedback and escalating issues to improve overall service quality.
• Maintained accurate records of customer interactions and transactions within internal systems.

• Led a team of inside sales representatives, providing guidance, coaching, and performance feedback to ensure high-quality customer interactions.
• Collaborated with cross-functional teams to refine sales processes and improve customer journey.
• Coordinated appointment scheduling and consultations, optimizing provider availability and increasing booking efficiency.
• Educated prospective clients on laser tattoo removal services, setting clear expectations and building trust throughout the consultation process.
• Conducted proactive follow-ups with clients to gather feedback, address concerns, and enhance retention.
• Monitored call volume and team performance metrics, adjusting workflows and assigning tasks to maintain service levels and responsiveness.
• Developed and managed team schedules to ensure appropriate coverage during peak and off-peak hours.

• Developed relationships with local and national tattoo artists through proactive networking, enhancing referral partnerships and driving business growth.
• Managed social media accounts (Facebook, Twitter, Instagram), creating content and engaging with followers to promote services and boost brand awareness.
• Coordinated client appointments and ensured schedule accuracy through timely communication.
• Conducted post-treatment follow-ups to address client questions, provide aftercare guidance, and enhance overall satisfaction.