Salesforce
Kelli Mikes
Membership Team Lead
Denver,CO
Summary
Dynamic and results-oriented professional with extensive experience in client relations, team leadership, and strategic planning. Proven track record of driving customer satisfaction and retention through proactive engagement, effective communication, and innovative problem-solving. Skilled in promoting services, managing projects, and training cross-functional teams. Adept at leveraging data-driven insights to develop and implement strategies that enhance performance and achieve business goals. Seeking to transition from the veterinary industry to a sales role where I can apply my expertise in customer engagement and strategic planning to drive sales growth and client satisfaction.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Membership Team Lead
The Vets Mobile
4 2024 - Current
- Guided medical teams in resolving membership account questions and technical errors, achieving issue resolution within one hour
- Delivered efficient solutions for membership and billing issues, resulting in 33% reduction in processing time and boosting client satisfaction by 47%
- Led and mentored 6 team members, fostering collaboration, and creating comprehensive training guides and reports to improve team performance and retention rates by 59%
- Developed and implemented client retention strategies, including creating training guides, conducting sessions for new agents, and setting up weekly meetings for updates, resulting in significant retention improvements
- Trained other departments on membership details through slide decks and recorded scenarios, enhancing cross-functional understanding and client communication
- Managed multiple projects and tasks simultaneously, consistently delivering successful outcomes
Membership Retention Agent
The Vets Mobile
11.2023 - 04.2024
- Strengthened client relationships by proactively engaging with members through phone, email, and other channels, fostering continued enrollment
- Conducted regular check-ins to monitor patient status, provide support, and educate clients on benefits of Gold Standard Care and wellness programs
- Addressed and resolved concerns from unhappy customers, turning negative experiences into positive outcomes and improving overall client satisfaction
- Streamlined client services by efficiently scheduling appointments, managing prescription requests, setting reminders, and updating payment information
- Ensured meticulous maintenance of patient and client records, documenting all communications and feedback to uphold high service standards
- Successfully promoted veterinary services and wellness programs, driving increased client utilization and program enrollment
- Educated pet owners on preventative healthcare practices, improving client satisfaction and compliance with recommended treatments
Veterinary Technician
The Vets Mobile
01.2023 - 11.2023
- Improved patient care by assisting veterinarians in diagnosing and treating animals.
- Streamlined workflow, ensuring accurate record-keeping and timely communication with clients regarding treatment plans.
- Increased workflow efficiency by organizing supplies inventory management systems for easy access during appointments or surgeries.
- Obtained samples for diagnostic testing, prepared and administered vaccinations, and properly restrained patients for exams and procedures to aid in accurate diagnosis and treatment planning.
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts in a mobile setting.
- Handled challenging behavior from stressed or anxious animals using calming techniques learned through continuous professional development courses.
Veterinary Technician/Exam Room Technician
Cheyenne Mountain Animal Hospital, P.C
04.2021 - 11.2022
- Maintained accurate and comprehensive medical records in collaboration with veterinarians, ensuring compliance and high-quality care
- Managed front-desk responsibilities, including greeting clients and patients, rooming patients, and handling phone inquiries, enhancing client satisfaction and facilitating smooth operations
- Conducted detailed client consultations to record pet histories, discuss exam findings, and observe patient behavior, ensuring accurate diagnostics and building strong client relationships
- Facilitated client check-out processes by providing comprehensive notes and clear instructions, addressing client concerns, and promoting additional services and products
- Coordinated appointments for patients while ensuring efficient workflow in clinic
- Fostered an environment of respect among staff members while encouraging teamwork to achieve common goals.
Community Leasing Agent
West Edge Apartments
07.2019 - 04.2021
- Conducted property tours for potential tenants, providing detailed information about available units and amenities, effectively showcasing value of the unites
- Assisted prospective tenants with the leasing process, including application completion and lease signing, ensuring a smooth and efficient experience
- Responded to inquiries from current and prospective tenants regarding rental availability, leasing terms, and community policies, maintaining a high level of customer service
- Coordinated and scheduled maintenance and repair requests, ensuring timely resolution and enhancing tenant satisfaction
- Conducted market research to stay informed about rental trends and competitor pricing, collaborating with marketing teams to develop and implement strategies for attracting and retaining tenants.
Education
Bachelor of Science - Biology, General
University of Colorado, Colorado Springs
Colorado Springs, CO 08.2017 - 12.2021
Skills
Data Quality
Sales Performance
Sales Processes
Account Management
Customer Satisfaction
Analytical Skills
Data Reports
Training Manuals
Performance monitoring
Production Monitoring
Complaint resolution
Invoice Verification
Marketing knowledge
Coaching and Mentoring
References
References available upon request
Accomplishments
- Supervised team of 6 staff members under current role.
- Collaborated daily with 20 teams to educate employees on membership-related conversations, ensuring clear and effective communication during membership sales pitches under current role.
- Accurately documented and resolved membership plan discrepancies for multiple clients, leading to increased member satisfaction with current company.
- Developed and implemented laboratory procedures and best practices, training guidelines and safety protocols.
- Updated veterinary office and laboratory procedures in alignment with veterinary medicine developments and technology.
- Used Google Docs and Google Slides to develop training guides/manuals for company wide use.
Software
Stripe
Zendesk
Tableau
Aircall
Slack
Timeline
Membership Retention Agent
The Vets Mobile
11.2023 - 04.2024
Veterinary Technician
The Vets Mobile
01.2023 - 11.2023
Veterinary Technician/Exam Room Technician
Cheyenne Mountain Animal Hospital, P.C
04.2021 - 11.2022
Community Leasing Agent
West Edge Apartments
07.2019 - 04.2021
Bachelor of Science - Biology, General
University of Colorado, Colorado Springs
08.2017 - 12.2021
Membership Team Lead
The Vets Mobile
4 2024 - Current
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