Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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CAITLYN BALKCUM

CAITLYN BALKCUM

CHARLOTTE,NC

Summary

A driven strategic account specialist and veterinary professional with 15 years of experience in the veterinary field, including 4 years of hospital operations and management experience. Striving to leverage my experiences in training, team management, problem solving and business development to extend my career path into new and exciting challenges. Extroverted and customer service focused, with a passion for collaboration and relationship building with both internal and external business partners. Recognized for my leadership, expertise, public speaking, and my ability to create effective relationships with peers and clients.

Overview

15
15
years of professional experience

Work History

Strategic Account Specialist

Synchrony
02.2023 - Current
  • Uses consultative sales skills to drive gold standard treatment compliance and revenue growth
  • Took on a stretch assignment for over a year as the strategic account specialist spearheading our work in the boarding/grooming/training space of market expansion, maintaining primary and frequent communication with C-suites and heavy training and partnership with providers, leading to instrumental growth for the company
  • Collaborates with strategic account manager to nurture our partnerships through creativity, excellent client service, and strategic planning
  • Identifies areas of opportunity within individual practices and with each corporate partner as a whole
  • Uses ingenuity and problem-solving to close gaps and help practices reach their full growth potential and provide the highest quality care
  • Develops and maintains relationships with key decision makers such as practice managers, regional managers, and C-suite
  • Relays valuable insights from the hospital level to both my strategic account manager as well as the C-suite to allow for adjustments in strategy
  • Creates and presents training material for provider teams on financial conversations, using tools/resources, and utilizing CareCredit as a pathway to treatment
  • Leverages data and reporting through Seismic and Mega to hold account reviews and uses it to uncover triumphs and opportunities in the practice
  • Uses current work in my own hospital and 15 years of experience in the veterinary industry to connect and build rapport with providers and partners
  • Collaborates with practice development managers to provide mutually-owned practices with true comprehensive and united provider service
  • Conducts scheduled follow ups via phone and video with providers to assess progress against established goals, making adjustments as necessary to drive success
  • Attends multiple industry trade shows, both working our booth and meeting with C-suites in person to discuss the state of business
  • Mentors new hires and team members across all industry teams as a team lead and veterinary subject matter expert
  • Consistently meets and/or exceeds monthly performance expectations
  • Hosts and primarily leads large educational webinars and office hours with attendees that include numerous hospital leadership and C-suite members
  • Focuses heavily on relationship building through trust, follow-through, rapport, industry expertise, and exceptional customer service

Practice Manager

Banfield Pet Hospital
08.2021 - 02.2023
  • Manage workforce needs including staff schedule, patient schedule, tasked assignments, facility/equipment needs
  • Oversee recruitment, hiring, onboarding, continuing education, skills training, disciplinary actions and terminations
  • Hospital marketing – local events, social media, promotional strategies and outbound marketing
  • Develop direct reports, create and execute associate action plans, create learning collateral and present trainings, spearhead team meetings and implement company initiatives
  • Cross-functional in all hospital roles
  • Analyze hospital metrics, provide daily financial reports to leadership, strategize to drive hospital growth through increased patient, average patient costs and caseload management
  • Collaborate with Chief of Staff to drive team morale, a culture of empowerment and encourage team development
  • Quality assurance of patient care, policies and procedures
  • Forefront of creating an environment focused on positive patient and client experiences, handle client disputes

Shift Lead

Banfield Pet Hospital
01.2018 - 08.2021
  • Supported Practice Manager & supervised day-to-day productivity
  • Maintained positive relationships with para staff, clients and veterinarians
  • Managed weekly inventory, safety inspections, cost of goods and overtime

Veterinary Assistant

Banfield Pet Hospital
01.2010 - Current
  • Patient Care/Radiology/Anesthesia/Venipuncture/Client Education
  • Present treatment plans/Discuss payment options/Assist DVM

Education

Bachelor of Science - Music Education

Elon University
06-2016

Skills

  • Business acumen
  • Collaboration
  • Strategic planning
  • Relationship building
  • Receptive to feedback
  • Problem solving
  • Customer service
  • Adaptability
  • Consultative sales
  • Microsoft Office apps

Accomplishments

2024 Q2 MVP for Inside Sales Veterinary Team

2024 Q4 MVP for Inside Sales Veterinary Team

2024 Relate and Inspire Impact Award

Veterinary Subject Matter Expert

Team Lead May 2024-present

Timeline

Strategic Account Specialist

Synchrony
02.2023 - Current

Practice Manager

Banfield Pet Hospital
08.2021 - 02.2023

Shift Lead

Banfield Pet Hospital
01.2018 - 08.2021

Veterinary Assistant

Banfield Pet Hospital
01.2010 - Current

Bachelor of Science - Music Education

Elon University

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CAITLYN BALKCUM