Darci Hoefer

Chief of Client Relationship Management (CRM)
1st Pet Veterinary Centers | September 2024 – Present
Phoenix, AZ

As the inaugural Chief of Client Relationship Management, I lead the strategic vision and operational execution of all client-facing functions across a multi-location veterinary center, ensuring exceptional service delivery, loyalty, and long-term relationship management. I oversee a cross-functional team including Client Service Representatives, Referral Liaisons, and Escalation Management professionals, guiding the organization’s efforts in client experience, service recovery, and communication standards.

Key Responsibilities & Achievements:

• Strategic Leadership: Defined and implemented the client experience vision and roadmap aligned with company-wide transformation and growth initiatives.
• Team Oversight: Lead and develop department heads and team leads across multiple service areas, ensuring alignment with organizational goals and KPIs.
• Referral & Liaison Program Management: Launched and scaled the Medical Referral Liaison Program, enhancing relationships with referring DVMs and improving the client referral journey.
• Client Service Optimization: Standardized CSR protocols and developed training programs to ensure consistent, high-quality client interactions across emergency, specialty, and primary care services.
• Escalation & Reputation Management: Designed and implemented an Escalation Management process to resolve complex client issues with professionalism and speed; collaborated with teams on service recovery strategies and client communication.
• Marketing & Communication Collaboration: Partnered with internal marketing to develop community outreach, door-knocker campaigns, educational content, and reputation management responses, ensuring brand consistency and voice.
• Data-Driven Improvements: Analyzed feedback, operational metrics, and referral data to inform strategic decisions and drive continuous improvement in client experience.

• Provide exceptional customer service by greeting, engaging, and assisting customers with product selection to create a positive and memorable shopping experience.
• Demonstrate expert product knowledge to educate customers on fit, style, and current promotions, driving increased sales and brand loyalty.
• Utilize omnichannel tools (mobile checkout, online ordering, loyalty programs) to enhance customer convenience and satisfaction.
• Maintain visual merchandising standards by keeping sales floor, fitting rooms, and stock areas clean, organized, and aligned with brand presentation guidelines.
• Process transactions, returns, and exchanges accurately while maintaining professionalism and efficiency.
• Support store operations by restocking merchandise, managing inventory flow, and assisting with back-of-house organization.
• Collaborate with team members to meet daily sales goals and contribute to overall store performance.
• Embrace feedback and continuous learning to adapt to evolving retail trends and customer needs.

• Reviewed work procedures and operational problems to determine ways to improve service, performance, and safety.
• Organized and directed worker training programs to resolve personnel problems, hire new staff, and evaluate employee performance.
• Evaluated patient care and initiated procedural changes for increased benefit.
• Directed, supervised, and evaluated work activities of over 40- team members including, nursing, technical, clerical, and maintenance teams.
• Created annual goals, objectives, and budgets to reduce overall facility costs by 7%.
• Established and maintained effective communication with staff, physicians, and community organizations to promote high-quality patient care.
• Member of 1st Pet's (ELT) Executive leadership team
• Member of (HIP) high involvement planning committee
• On celebration committee, GGOB committee, and recruitment committee.

• Supervised, directed, and motivated high-quality performance from technician staff.
• Trained new technicians in proper techniques, care standards, operational procedures, and safety protocols.
• Investigated and independently resolved complaints from staff, physicians, and patients by leveraging clinical judgment and unit management expertise.
• Managed staff scheduling and time off to adequately staff technicians and allow technicians to earn PTO.
• Fostered improvement in staff development, personnel training, and standards of patient care.
• Promoted professional development opportunities to encourage technicians to pursue continuous training.
• Worked at least 40 hours per month as a floor nurse to maintain clinical proficiency.
• Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development, and continuing education to employees.
• Completed payroll and all technician team annual reviews.

• Restrained animals to protect veterinarians from potential harm.
• Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
• Administered medications to animals in treatment and documented changes in condition.
• Triaged incoming patients to determine treatment needs and urgency of care.
• Processed new patients and updated client records
• Monitored vital signs of animals during surgical procedures and provided postoperative care.
• Administer medications, vaccines, and treatments as instructed by the veterinarian.
• Performed fecal examinations, urinalysis, and bloodwork.
• Collected and prepared specimens for laboratory testing.
• Maintained detailed records of animal health care and diagnostic treatments.
• Assisted in the preparation and administration of anesthesia for surgical processes.
• Administered prescribed injectable controlled substances, tranquilizers, sedatives, and injectable or inhalant anesthetics.
• Performed dental cleanings using an ultrasonic scaler.
• Trained and mentored other CVT staff.

• Restrained animals to protect veterinarians from potential harm.
• Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
• Administered medications to animals in treatment and documented changes in condition.
• Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
• Processed new patients and updated client records with key information.
• Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
• Monitored vital signs of animals during surgical procedures and provided postoperative care.
• Administer medications, vaccines, and treatments as instructed by veterinarians.
• Performed fecal examinations, urinalysis, and bloodwork.
• Administered prescribed injectable controlled substances, tranquilizers, sedatives, and injectable or inhalant anesthetics.
• Educated clients on nutrition, preventive health, and other animal care.
• Performed dental cleanings using an ultrasonic scaler.
• Helped manage and run 1 hospital while opening second location.