Kami Yates
Summary
Results-oriented Customer Success and Veterinary Operations Leader with over 6 years in veterinary healthcare and 3 years in strategic relationship management and software adoption. Managed partnerships with 100+ veterinary hospitals, enhancing stakeholder engagement and customer retention. Skilled in veterinary software implementation, team coaching, change management, and cross-functional collaboration to drive measurable value.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Hospital Operations Manager
Veterinary Emergency Group (VEG)
07.2023 - Current
- Act as a primary operational and administrative partner to fellow hospital leadership, supporting daily execution, prioritization, and long-term efficiency.
- Manage complex scheduling, staffing coordination, and coverage planning, while adjusting resources in real time to meet changing business demands.
- Develop and implement standardized workflows and operating procedures to improve consistency, efficiency, and accountability.
- Oversee billing functions, expense tracking, and issue resolution, ensuring accuracy and professionalism in financial interactions.
- Serve as a trusted point of contact for employees and clients, handling sensitive situations with discretion, empathy, and professionalism.
- Developed and executed referral relationship strategies, conducting 100+ quarterly in-person visits to veterinary practices to strengthen partnerships and drive hospital growth.
- Built and maintained long-term relationships with referring veterinarians, improving communication, trust, and overall referral experience.
- Planned and led marketing and community outreach initiatives, including vendor events, hospital-hosted activations, and local engagement efforts.
- Collaborated with fellow hospital leadership and medical teams to align outreach efforts with service offerings and growth goals.
- Led multiple full-cycle hiring, onboarding, and training of team members - improving retention, engagement, and operational consistency.
- Traveled to support multi-site training and leadership development, onboarding new managers and reinforcing best practices.
- Managed high-volume, fast-paced operations while maintaining a client-first experience and strong team culture.
- Supported implementation and transition of practice management systems, including Cornerstone, Vetspire, Dogbyte, and Allyvet.
- Acted as a systems super-user, training staff, troubleshooting issues, and optimizing workflows during software transitions.
- Establishing key performance indicators to track productivity and quality standards.
Administrative Coordinator & Veterinary Assistant
Western Carolina Regional Animal Hospital & ER
08.2020 - 02.2024
- Supported day-to-day administrative and front office operations in a high-volume, time-sensitive environment.
- Managed calendars, appointments, phone triage, and client communications while maintaining confidentiality.
- Maintained accurate records and documentation in compliance with organizational standards.
- Balanced administrative coordination with operational support responsibilities, demonstrating adaptability and strong time management.
- Prepared detailed reports summarizing collections efforts and acting upon them on a daily basis.
- Optimized team performance by training new hires on the use of software systems, standard procedures, and organizational policies.
- Educated pet owners on animal care and health practices.
- Maintained cleanliness and organization of examination rooms and equipment.
- Monitored animal behavior and reported changes to the veterinary team.
- Provided compassionate support to clients during difficult situations.
- Communicated with veterinarians and staff members to maintain patient flow.
- Provided detailed patient care instructions to pet owners.
Server & Hostess
Hannah Flanagan's Irish Pub
06.2018 - 08.2020
- Delivered high-level customer service while managing POS transactions, cash handling, and guest flow.
- Developed multitasking, prioritization, and interpersonal communication skills applicable to executive support roles.
- Collaborated with kitchen staff to ensure timely meal delivery.
- Trained new servers on menu items and service standards.
- Maintained cleanliness and organization of dining area and bar.
- Assisted in resolving customer complaints and inquiries efficiently.
- Recommended food and drink pairings to enhance guest experience.
- Participated in team meetings to discuss service improvements and strategies.
- Handled money transactions accurately while following company procedures for handling cash payments.
Hostess
Cracker Barrel
08.2017 - 06.2018
- Greeted and seated guests promptly to enhance dining experience.
- Coordinated guest flow, reservations, and front-of-house operations to enhance service efficiency and guest satisfaction.
- Managed reservation system to ensure efficient table turnover.
- Coordinated with kitchen staff to accommodate guest requests and dietary needs.
- Handled customer inquiries and resolved concerns with professionalism.
- Trained new hostesses on seating procedures and company standards.
- Maintained cleanliness and organization of the front-of-house area.
- Collaborated with servers to ensure seamless service flow during peak hours.
- Managed phone inquiries to schedule and confirm reservations, record takeout orders, and address service questions promptly.
Education
Bachelor of Science - Emergency Management
Western Carolina University
12-2024
Associate in Arts -
Blue Ridge Community College
05-2022
Associate of Applied Science - Veterinary Medical Technology
AB-Tech Community College
12-2019
High School Diploma -
East Henderson High School
06-2018
Skills
- Executive & C-Suite Support
- Operations & Office Management
- Workflow Optimization & Process Improvement
- Calendar, Scheduling & Resource Coordination
- Staff Hiring, Training & Onboarding
- Performance & Team Support
- Billing, Accounts Payable & Expense Tracking
- Vendor & Inventory Management
- Marketing Coordination & Community Outreach
- Culture Building & Employee Engagement
- Client & Stakeholder Communication
- Confidential Records & Documentation
- Microsoft Office Suite (Word, Excel, Outlook)
- G-Suite (Docs, Sheets, Calendar)
- Data Entry (Airtable & Tableau)
- Relationship Management & Client Retention
- Referral Network Development
- Event Planning & Execution
- CRM & Practice Management Systems
- Cross-Functional Collaboration
- Executive Support & Coordination
- Conflict Resolution
- Staff Growth & Development
Certification
- Fear Free Certified
- RECOVER Certified (CPR & Advanced Life Support)
- Driver's License
Additional Information
- Authorized to work in the U.S. for any employer
- Attended multiple Continuing Education lectures for customer experience, team building & growth, compassion within the workplace (clients and staff), and software implementation - including appropriate use of AI.
Timeline
Hospital Operations Manager
Veterinary Emergency Group (VEG)
07.2023 - Current
Administrative Coordinator & Veterinary Assistant
Western Carolina Regional Animal Hospital & ER
08.2020 - 02.2024
Server & Hostess
Hannah Flanagan's Irish Pub
06.2018 - 08.2020
Hostess
Cracker Barrel
08.2017 - 06.2018
Bachelor of Science - Emergency Management
Western Carolina University
Associate in Arts -
Blue Ridge Community College
Associate of Applied Science - Veterinary Medical Technology
AB-Tech Community College
High School Diploma -
East Henderson High School