Courtney Medina
Summary
Dynamic and driven customer success professional who is adept at fostering cohesive teams, leveraging diverse skill sets, and driving towards shared objectives. Demonstrates high emotional intelligence through utilizing feedback and self-reflection to continuously improve. Skilled in talent development, by aligning individual growth with organizational success. Proven track record of delivering results in challenging environments, coupled with a strategic mindset to anticipate and creatively capitalize on future opportunities.
Overview
20
20
years of professional experience
Work History
Director, Client Services
Pethealth Inc
10.2018 - Current
- Successfully cultivated and nurtured senior level relationships while overseeing the comprehensive client relationship building process, addressing intricate conceptual and implementation challenges.
- Spearheaded development of a referral program that turned a gatekeeper of a large prospect into a coach, which then led to a 33% elevation in sales throughout greater Texas area.
- Supported B2B sales initiatives for an array of products and services spanning SaaS software solutions, insurance, and more.
- Devised and executed comprehensive training programs on products and services which drove KPI enhancement and deepened roots on client satisfaction.
- Managed a robust national territory of over 750 clients, optimizing engagement and retention strategies to foster lasting partnerships.
- Maintained consistent YoY sales growth in a market characterized by rising commoditization.
Director of Pet Placement
SPCA of Texas
11.2017 - 09.2018
- Promoted to role overseeing 100+ employees while concurrently managing responsibilities from previous position across multiple satellite locations.
- Directed a comprehensive review of animal shelter’s operations, instituting a 360- assessment to enhance hands-on accessibility and expand available resources for the entire shelter.
- Formulated strategic program planning and roadmaps by incentivizing volunteer participation in daily operations, emphasizing top-tier customer service through exemplary leadership, cross training, and streamlined communication.
- Collaborated extensively with shelters nationwide to optimize lifesaving efforts.
- Designed and executed supply logistics protocols for emergencies internally, locally, and nationally which led to national recognition.
Manager
SPCA of Texas
06.2016 - 11.2017
- Managed a $5.75M budget, overseeing adoption and retail operations for two regional shelters, one mobile organization, and ten stationary adoption centers.
- Provided leadership to team of over 30, developing comprehensive training frameworks and roadmaps tailored to entry level through mid-management team.
- Emphasis was placed on enhancing customer service standards, deepening product knowledge, and driving process improvements.
- Revised and implemented training protocols to engage customers in consultative manner, identifying animal best suited to lifestyle of customer and informing customer of animal's background leading to less returned animals.
- Formulated and implemented SOPs across multiple departments fostering operational consistency and alleviating silos.
- Achieved a 25% surplus in adoption rates, effectively reversing a YoY deficit within six months of assuming role. Additionally, successfully eradicated a 30% deficit in budget within same timeframe.
- Demonstrated substantial growth in adoption rates, merchandise sales, and donation revenue, achieving a remarkable increase of 40.4%.
- Notably, overall adoptions soared to impressive 102.7% in 2017 fiscal year.
Merchandising Project Manager
Petco
01.2014 - 06.2016
- Orchestrated the planning, organization, and execution of location remodels, setups, and tear downs- meticulously allocating resources including labor hours and personnel to ensure seamless project implementation.
- Collaborated closely with 13 general managers to accurately plan and execute merchandise sets, strategically analyzing gross and margin impact.
- Cultivated partnerships with 12 national vendors to drive in store events and expand market share by coordinating display setups and empowering staff with comprehensive product knowledge to effectively communicate with customers.
Travelling General Manager
Petco
01.2012 - 01.2014
Operations Manager
Petco
08.2009 - 01.2012
Team Lead
Petco
03.2004 - 08.2009
Education
Bachelor's Degree - Marketing -
Texas A&M University
Corpus Christi, TX08.2008
Skills
- Business Development
- Contract Management
- Operations Management
- Performance Management
- Training and Mentoring
- Self-Awareness Cultivation
- Relationship Management
- Strategic Planning
- Process Improvement
- Employee Development
Timeline
Director, Client Services
Pethealth Inc
10.2018 - Current
Director of Pet Placement
SPCA of Texas
11.2017 - 09.2018
Manager
SPCA of Texas
06.2016 - 11.2017
Merchandising Project Manager
Petco
01.2014 - 06.2016
Travelling General Manager
Petco
01.2012 - 01.2014
Operations Manager
Petco
08.2009 - 01.2012
Team Lead
Petco
03.2004 - 08.2009
Bachelor's Degree - Marketing -
Texas A&M University
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