Account Management:

• Managed a portfolio of 1900+ active client accounts, driving retention rates of 20–32% per quarter through targeted engagement and value optimization.

• Developed and executed territory business plans that consistently attracted 200+ new clients quarterly, expanding market reach and revenue streams.

• Cultivated and managed 50+ vendor and partner relationships, negotiating contracts that secured $16K in refunds and 20%+ reductions in service fees.

 
Customer Success & Relationships Growth:

• Maintained industry-leading client satisfaction scores of 4.85–5.0/5 across 75–197 quarterly reviews through proactive communication and service recovery.

• Increased client retention by 15% over three years by implementing structured feedback loops and personalized engagement strategies.

• Built and nurtured referral networks with local businesses and community organizations, resulting in sustained new client acquisition and brand visibility.

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CRM Management & Sales Technology Proficiency:

• Leveraged ezyVet practice management system to track client interactions, monitor KPIs, and manage a database of active clients.

• Implemented Weave+ integrated communication platform, improving client outreach efficiency and response times.

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Data Analysis, Reporting & Insights Generation:

• Produced weekly executive "PUPdate" reports synthesizing revenue, payroll, COGS, and client satisfaction metrics to inform strategic decisions.

• Analyzed operational and financial data to identify trends, reduce COGS by 10%, and improve labor efficiency by 7% over three years.

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Client & Executive Communications Management:

• Served as primary communication bridge between executive leadership, cross-functional teams, and clients, ensuring alignment and clarity.

• Authored and distributed quarterly client newsletters, marketing campaigns, and community updates, maintaining consistent brand messaging.

• Facilitated monthly staff meetings, leadership briefings, and client review sessions, driving engagement and accountability.

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Strategic Operations & Project Management:

• Led over 15 capital and operational projects, ranging from building expansions to technology migrations and system implementations.

• Managed the end-to-end migration of a 14-year client database to a cloud-based platform, completing the transition with zero downtime.

• Managed a portfolio of multi-site operations, consistently meeting quarterly revenue targets of $1.08–$1.12M.