Katherine Perry
Kentucky
Summary
Highly skilled Business Operations Manager with over 8 years of experience leading and optimizing business operations to drive efficiency, productivity, and profitability. Proven track record of implementing process improvements, developing strategies, and managing cross-functional teams to achieve operational goals. Possess strong analytical and problem-solving skills, adept at identifying areas for improvement and implementing solutions to enhance overall business performance. Excellent communication and leadership abilities, able to collaborate effectively with stakeholders at all levels to drive successful business outcomes. Looking to leverage my expertise to drive business growth and success in a dynamic organization.
Success.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Ellie Diagnostics
09.2024 - Current
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategies to increase customer retention.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Area Operations Manager
Southern Veterinary Partners
01.2022 - 09.2024
- Oversaw daily operations and performance of multiple locations within designated area, ensuring compliance with company standards and regulations
- Led a team of 100+ employees, providing training, guidance, and support to drive employee engagement and retention
- Analyzed data and KPIs to identify trends, opportunities for improvement, and areas of risk, and implemented action plans to address issues and drive continuous improvement
- Spearheads cross-functional teams to develop and implement strategic business plans, resulting in a 22% increase of $4 million in annual revenue
- Managed day-to-day operations, including budgeting, forecasting, and resource allocation, to ensure efficiency and profitability
- Developed and implemented clinic policies and procedures to streamline operations and improve patient satisfaction
- Collaborated with physicians and other healthcare professionals to address any issues related to patient care or practice operations
- Owned innovative leadership development programs, resulting in increased employee engagement and retention within the organization
- Conducted thorough assessments of client practices to identify gaps and inefficiencies, providing strategic recommendations for improvement
- Acted as a trusted advisor to clients, offering ongoing guidance and support to ensure successful adoption of recommended practices
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Practice Consultant
PSIvet
03.2020 - 12.2021
- Gathered, documented, and modeled data to assess business trends.
- Oversaw the development and implementation of training programs to support company goals and improve customer performance
- Created needs assessments to identify training gaps and design strategies to address them effectively
- Evaluated training effectiveness through data analysis and feedback mechanisms to continuously improve training initiatives
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
Director of Training & Development
Advanced Animal Care
06.2019 - 03.2020
- Collaborate with department leaders to align training programs with organizational objectives and foster a culture of continuous learning and development.
- Utilized a variety of sourcing methods, such as job boards, social media, and networking events, to attract top talent
- Managed recruitment-related administrative tasks, including maintaining applicant tracking systems and ensuring compliance with employment laws
- Conducted in-depth interviews with candidates to assess their qualifications, experience, and fit for specific roles within the organization
- Developed interview questions and strategies to elicit relevant information from candidates and make informed hiring decisions
- Maintained accurate and detailed interview notes and feedback to support informed hiring decisions and ensure a positive candidate experience
- Developed and implemented targeted retention strategies resulting in a 20% increase in employee retention rates.
Business Administration
Advanced Animal Care
06.2018 - 06.2019
- Conducted market research and analysis to identify new business opportunities and trends
- Prepared reports, presentations, and financial statements for business manager's review and decision-making
- Assisted in developing and implementing strategies to improve efficiency and productivity across multiple business sites.
- Facilitated training sessions and provided guidance to staff members at various sites to ensure consistent performance and service delivery.
- Coordinated cross-functional projects and initiatives to drive collaboration and alignment across multiple business units.
- Oversaw recruitment, training, and performance evaluations of all practice staff, fostering a positive work culture and high employee retention rate
- Conducted regular financial analysis and budgeting to ensure the practice operated within budget constraints and identified opportunities for cost savings
- Managed inventory systems to minimize waste and control costs, resulting in improved financial performance.
- Developed and executed marketing campaigns to attract new clients and increase clinic visibility in the community.
- Created and maintained strong relationships with vendors, suppliers, and business partners to negotiate favorable terms and pricing.
- Implemented strategic business initiatives to drive revenue growth by 25% within the first year.
Practice Manager
Advanced Animal Care- Locust Trace Vet
01.2016 - 06.2018
- Administered medications and treatments to patients under the direction of veterinarians, including monitoring and recording patient responses.
- Assisted in surgical procedures by preparing patients, sterilizing equipment, monitoring anesthesia, and providing post-operative care.
- Educated clients on proper pet care, medications, and treatments, as well as providing home care instructions for post-treatment recovery.
- Managed laboratory procedures such as collecting blood samples, performing diagnostic tests, and ensuring accurate record-keeping of results.
- Maintained a clean and organized work environment, including sanitizing exam rooms, equipment, and surgical tools to ensure a safe and hygienic environment for patients.
- Monitored and maintained detailed medical records for each animal, tracking progress and updating treatment plans as necessary.
- Managed clinic operations, including scheduling appointments, greeting clients, and maintaining a clean and organized workspace.
- Acted as the primary point of contact for escalated customer service issues, resolving conflicts and ensuring positive outcomes for all parties involved.
- Utilized veterinary software systems to maintain accurate client databases and streamline communication processes.
Veterinary Triage Assistant
Medvet
01.2014 - 01.2015
- Monitored vital signs, administered medication, and assisted in wound care for trauma cases under the guidance of licensed veterinarians.
- Prepared and maintained emergency medical supplies and equipment to ensure rapid response and efficient care delivery.
- Comforted and reassured distressed pet owners, explaining treatment plans and addressing any concerns with empathy and professionalism.
- Collaborated with veterinary team to stabilize and transport patients to appropriate facilities for ongoing care or surgery.
- Assisted veterinarians in determining the urgency of cases and prioritizing patient care based on severity of condition.
- Communicated with pet owners to gather pertinent information regarding their pet's health history and current symptoms.
- Maintained accurate and detailed medical records for each patient to ensure smooth workflow and timely follow-up care.
- Collaborated with veterinary team members to maintain organized and efficient triage processes, including keeping supplies stocked and exam rooms prepared.
- Educated pet owners on basic care instructions and follow-up procedures, ensuring they were knowledgeable and informed throughout the triage process.
- Assisted veterinarians with handling and restraining animals during triage to ensure safety and efficient evaluation.
- Collected and recorded vital signs, medical history, and chief complaints from clients to assist in diagnosing and treating animals in need of medical attention.
- Provided compassionate care and support to stressed or injured animals and their owners during the triage process.
Education
Associate of Applied Science - Business Administration And Management
KCTCS
Kentucky01-2026
B.S. - Studies
Alice Lloyd College
Pippa Passes, KY06.2013
College Prep - Honors & AP Courses
Tolsia High School
Fort Gay, WV06.2012
Skills
- Leadership development
- Microsoft Office proficiency
- Google Workspace proficiency
- Proficient in practice management software
- Proficient in ATS navigation
- Effective change implementation
- Effective business leadership
- Professional consulting expertise
- Engaging audience presentations
- Customer relationship building
- Customer advocacy
- Key accounts development
- Staff mentoring & leadership
- Strategic planning
Timeline
Customer Success Manager
Ellie Diagnostics
09.2024 - Current
Area Operations Manager
Southern Veterinary Partners
01.2022 - 09.2024
Practice Consultant
PSIvet
03.2020 - 12.2021
Director of Training & Development
Advanced Animal Care
06.2019 - 03.2020
Business Administration
Advanced Animal Care
06.2018 - 06.2019
Practice Manager
Advanced Animal Care- Locust Trace Vet
01.2016 - 06.2018
Veterinary Triage Assistant
Medvet
01.2014 - 01.2015
College Prep - Honors & AP Courses
Tolsia High School
Associate of Applied Science - Business Administration And Management
KCTCS
B.S. - Studies
Alice Lloyd College
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