ERICA BEARD
Decatur,Georgia
Summary
Outcome-driven animal welfare leader focused on keeping pets and people together through adoption, foster, rescue, and community partnerships. Brings team leadership, cross-functional collaboration, and program development experience, with a strong record of improving placement processes, supporting staff, and creating practical solutions that strengthen animal outcomes and customer service.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Director of Client Services
Fulton County Animal Services, managed by LifeLine Animal Project
06.2024 - Current
- Develop and implement innovative placement strategies, policies, and procedures to increase live outcomes, reduce length of stay, improve animal welfare, and enhance overall operational effectiveness.
- Led strategic leadership and operational oversight for adoption, foster, behavior, rescue, volunteer, and social media programs, enhancing staff training, mentorship, and performance support.
- Analyze placement data and performance metrics to identify trends, guide decision-making, set departmental priorities, and drive continuous improvement initiatives.
- Collaborated across departments and with community partners to strengthen adoption outreach, marketing campaigns, and events, increasing visibility and placement opportunities.
- Managed complex customer and animal welfare situations, providing intervention, assessing welfare needs, and improving processes through technology solutions while maintaining program documentation and training materials.
Placement Manager
Fulton County Animal Services, managed by LifeLine Animal Project
06.2020 - 06.2024
- Streamlined animal placement processes and coordinated placements across adopters, foster homes, and rescue partners using data-driven strategies and the Adopets platform.
- Built community partnerships, resolved complex stakeholder concerns, analyzed program performance, and collaborated across departments to improve placement outcomes and support shelter operations.
- Managed a 19-member team across five departments—adoptions, foster, rescue, volunteer, and social media—overseeing hiring, training, coaching, and daily operations.
Foster and Behavior Coordinator
Nashville Humane Association
04.2018 - 06.2020
- Tasked with building a foster program from the ground up. The program did not exist, and within 1 year, over 600 active foster families and over 2,500 animals went through the foster program since April 2018.
- Managed foster caregivers, coordinated medical care, and supported families and animals in the program.
- Facilitated transport logistics for animal transfers between shelters and coordinated foster needs for large-scale emergencies, including implementation of emergency Covid-19 fostering.
- Developed field trip programs including day trips and overnights, managing all aspects of the growing initiative.
Client Services Manager
Pet Community Center
07.2016 - 04.2018
- Supervised client services staff, managing daily client check-in/check-out, appointment scheduling, and inquiries to enhance client experience.
- Maintained heartworm treatment records and coordinated with Metro Animal Control to ensure adopter compliance, supporting successful treatment outcomes.
- Oversaw administrative operations, including deposits and document management, while delivering excellent customer service to current and prospective clients.
Client Services Coordinator
Pet Community Center
07.2015 - 06.2016
- Interacted with clients and provided smooth check in experience. Answered questions and comforted pet owners.
- Answered client calls and emails with clear, caring guidance.
- Coordinated appointments for vaccines, spay/neuter visits, and wellness services.
- Entered all records into tracking database and ensured a smooth check out process for clients and pets.
Programs Coordinator and Community Liaison
Nashville Metro Animal Care and Control
05.2014 - 06.2015
- Coordinated volunteers, rescue groups, foster families, and events across four major programs.
- Built volunteer and foster programs from scratch, including monthly volunteer orientation classes, policy and procedure writing, and posting opportunities on Hands On Nashville website.
- Recruited and supported new volunteers, rescue groups, and foster families through social media marketing and word of mouth, using strong verbal and written communication with the public.
- Scheduled off-site shelter events, staffed events with volunteers and animals, and carried each event through completion.
- Led group tours, Girl Scout visits, and corporate volunteer visits.
Pet Services Representative
Nashville Humane Association
06.2013 - 05.2014
- Greeted visitors at front desk, addressing adoption inquiries to enhance customer experience.
- Guided applicants through adoption process, ensuring clarity and compliance with shelter policies.
- Resolved customer concerns with friendly, knowledgeable service, fostering positive relationships and trust.
- Explained shelter policies, adoption steps, and pet care resources.
- Updated animal records and customer information in shelter database.
Adoptions Counselor
Fulton County Animal Services, managed by LifeLine Animal Project
10.2010 - 06.2013
- Managed adoption services and counseled prospective adopters while coordinating with rescue partners and communicating animal behavior assessments and medical aftercare instructions to facilitate successful placements.
- Led volunteer coordination and organized offsite adoption events, ensuring efficient logistics, animal preparation, and volunteer recruitment to enhance community engagement and adoption rates.
- Integrated social media into shelter marketing to boost animal visibility and adoptions through improved pet photography and effective management of online communications.
Education
Certification - Management Leadership
Southern Utah University
01-2023
B.A. - Journalism
Georgia State University
12-2009
Skills
- Data driven
- Program development
- Team leadership
- Client relationships
- Customer experience
- Collaboration
- Problem solving
- Conflict resolution
- Animal welfare advocacy
- Adaptable, flexible, reliable
- Clear communication
Certification
- Fear Free Sheltering
- Management Leadership
- Maddie's Fund Apprenticeships
Timeline
Director of Client Services
Fulton County Animal Services, managed by LifeLine Animal Project
06.2024 - Current
Placement Manager
Fulton County Animal Services, managed by LifeLine Animal Project
06.2020 - 06.2024
Foster and Behavior Coordinator
Nashville Humane Association
04.2018 - 06.2020
Client Services Manager
Pet Community Center
07.2016 - 04.2018
Client Services Coordinator
Pet Community Center
07.2015 - 06.2016
Programs Coordinator and Community Liaison
Nashville Metro Animal Care and Control
05.2014 - 06.2015
Pet Services Representative
Nashville Humane Association
06.2013 - 05.2014
Adoptions Counselor
Fulton County Animal Services, managed by LifeLine Animal Project
10.2010 - 06.2013
Certification - Management Leadership
Southern Utah University
B.A. - Journalism
Georgia State University