Carly Rumple
Richmond
Summary
Support professional with proven track record in team collaboration and achieving results. Skilled in conflict resolution, customer service, and process improvement. Reliable and adaptable, consistently meeting evolving business needs while maintaining high standards. Strong communicator with leadership abilities, ready to drive success in dynamic environment.
Overview
23
23
years of professional experience
Work History
Customer Success Manager (Call Center)
The Vets
04.2021 - 07.2025
- Led the complete transformation of the department from a Sales model to a fully customer-centric Customer Success team.
- Rebuilt the team from the ground up-hiring, onboarding, and training all new agents-while establishing new KPIs and aligning goals to drive retention, satisfaction, and overall service quality.
- Implemented feedback loops to identify and address client needs effectively.
- Developed customer onboarding processes to enhance user experience and retention.
- Strong in rolling out and facilitating new initiatives and cross-functional projects.
- Developed new training materials and scripting to support the company's evolving vision and goals, ensuring the team was fully equipped to meet elevated service standards.
- Provided strategic support to our teams in achieving performance targets through coaching, call monitoring, and continuous process enhancements.
- Implemented new procedures that enhanced departmental performance, conducted regular evaluations to support individual growth, and contributed to company-wide change management initiatives and the successful rollouts of key projects.
- Drove the department to deliver an outstanding customer experience and achieved meaningful results in a short period of time.
- Held our team to a high standard to ensure we consistently delivered the best possible customer experience and actively supported our medical teams by promptly assisting with any needs to help streamline patient care.
- In addition to overseeing regional shift planning, scheduling, and resource coverage, I collaborated with Operations, the COO, and cross-functional teams to accelerate business growth and ensure exceptional service delivery.
Client Services Manager
The Well Pet Center
Katy, TX
11.2015 - 05.2020
- Oversaw the daily operations of the receptionist team at a high-traffic veterinary hospital, ensuring exceptional customer service and client satisfaction.
- Trained and developed new employees, providing continuous support and constructive performance feedback.
- Managed staff scheduling to ensure optimal coverage and streamlined workflow.
- Supervised billing processes and maintained accurate medical records.
- Identified and implemented process improvements that enhanced front desk efficiency and elevated client care.
- Effectively resolved escalated client issues and meticulously managed inventory for the hospital, including pharmacy supplies, prescription diets, and general supplies.
- Implemented new processes or procedures to enhance customer experience throughout the organization.
Customer Service Manager
Brazos Bend Animal Hospital
Richmond, TX
06.2002 - 08.2015
- Supervised and led a team of veterinary receptionists, ensuring exceptional customer service and efficient daily operations.
- Trained and mentored staff, developed and managed work schedules, and optimized appointment management to enhance efficiency and minimize wait times.
- Successfully resolved escalated client issues, maintaining high levels of satisfaction.
- Implemented process improvements that streamlined departmental operations and improved overall performance.
Education
Basic Courses in Nursing Degree -
Austin Community College
TX01.2002
High School Diploma - undefined
Stephen F Austin High School
TX05.2000
Skills
- Dedicated Leader
- Effective Communication
- Coaching and Mentoring
- Problem-Solving
- Driven/Motivated
- Adaptability
- Strategic Thinking
- Sales Management
- Team Building
- Time Management Abilities
- Customer account management
- Customer relationship building
Timeline
Customer Success Manager (Call Center)
The Vets
04.2021 - 07.2025
Client Services Manager
The Well Pet Center
11.2015 - 05.2020
Customer Service Manager
Brazos Bend Animal Hospital
06.2002 - 08.2015
High School Diploma - undefined
Stephen F Austin High School
Basic Courses in Nursing Degree -
Austin Community College
WEBSITE, PORTFOLIO AND PROFILES
https://www.linkedin.com/in/carly-rumple8554/