Kevin Ledford
Greenville,SC
Summary
Results-driven professional experienced in managing multi-location operations. Expert in effective communication and time management, fostering high-performing teams, and resolving customer issues promptly to improve satisfaction rates and drive business growth.
Overview
28
28
years of professional experience
Work History
Veterinary Relations Manager
Pet Meadow
Greenville, SC
01.2026 - Current
- Managed daily operations of 150 locations to ensure efficient performance.
- Resolved customer inquiries and complaints to improve satisfaction rates.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved customer conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Trained staff on customer service best practices and product knowledge.
- Coordinated inventory management to maintain optimal stock levels.
- Developed promotional displays to enhance product visibility and sales.
Clinic Relations Manager
Paws Whiskers and Wags
Greenville, SC
05.2024 - 01.2026
- Streamlined daily operations to enhance efficiency and improve customer satisfaction.
- Developed training programs for staff to ensure high-quality service and product knowledge.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Analyzed sales data to identify trends and inform strategic planning initiatives.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Managed senior-level personnel working in marketing and sales capacities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved safety procedures to create safe working conditions for workers.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Controlled costs to keep business operating within budget and increase profits.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Fostered a positive work environment through staff engagement initiatives and recognition programs.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Led cross-functional meetings to align goals and improve interdepartmental communication.
- Resolved customer inquiries through effective communication and active listening techniques.
- Streamlined processes to enhance service efficiency and improve response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Led weekly customer service meetings to review performance and set goals for improvement.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Regional Manager
Paws Whiskers and Wags
Charlotte, NC
07.2019 - 05.2024
- Led regional operations to enhance service delivery and customer satisfaction across multiple locations.
- Developed and implemented strategic initiatives to increase market share and brand awareness in the region.
- Oversaw recruitment, training, and performance management of regional staff to ensure high operational standards.
- Collaborated with cross-functional teams to optimize supply chain processes, reducing costs and improving efficiency.
- Established key performance indicators (KPIs) to monitor regional performance and implement corrective actions as needed.
- Streamlined communication between headquarters and regional teams, ensuring alignment on strategic objectives and initiatives.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Expanded regional presence by researching potential markets, developing strategic partnerships, and opening new locations.
- Boosted brand growth by devising strategic network and marketing tactics.
- Championed safety programs within the region resulting in reduced workplace accidents and lower workers'' compensation claims costs.
- Implemented cost-cutting measures across the region that led to significant savings without compromising service quality or employee satisfaction.
- Led cross-functional teams to achieve project deliverables on time and within budget, resulting in improved overall performance.
- Supervised various locations, enforcing high-quality standards of operation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed senior-level personnel working in marketing and sales capacities.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.1
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Onsite Supervisor
Paws Whiskers and Wags
Atlanta, GA
01.2017 - 07.2019
- Supervised daily operations, ensuring efficient workflow and high-quality service delivery.
- Trained and mentored staff on best practices in animal care and customer service.
- Developed and implemented operational procedures to enhance safety and efficiency standards.
- Coordinated scheduling for staff and resources to optimize coverage during peak hours.
- Managed inventory levels, ensuring adequate supplies while minimizing waste and costs.
- Addressed customer inquiries and resolved issues effectively, enhancing overall satisfaction rates.
- Collaborated with management to identify areas for process improvement and operational excellence.
- Conducted regular staff performance evaluations, providing constructive feedback for professional development.
- Conducted post-project evaluations to identify areas for improvement and implemented changes as needed for future projects.
- Streamlined onsite operations for increased efficiency, implementing new processes and organizational systems.
- Monitored project progress closely, making adjustments as necessary to keep timelines on track without sacrificing quality or safety standards.
- Ensured accurate documentation of all aspects of each project was maintained throughout the duration of the assignment.
- Facilitated collaboration between cross-functional teams, supporting successful project outcomes through effective teamwork.
- Resolved conflicts among team members, fostering a positive work environment conducive to productivity.
- Developed strong relationships with clients, resulting in repeat business and excellent referrals.
- Collaborated with other departments within the organization to share knowledge and resources as needed for better overall efficiency.
- Improved overall productivity by continually evaluating and adjusting processes to optimize performance.
- Mentored junior staff members, providing guidance on best practices in onsite management for their professional development.
- Implemented risk mitigation strategies during project planning stages to minimize potential issues down the line.
- Oversaw procurement of materials and equipment, ensuring availability when needed to prevent delays or disruptions in workflow.
- Demonstrated adaptability by managing multiple projects concurrently while maintaining superior performance levels across all jobsites.
- Enhanced client satisfaction by consistently meeting project deadlines and maintaining clear communication throughout the project lifecycle.
- Managed daily onsite activities, ensuring quality workmanship and adherence to safety protocols.
- Conducted regular site inspections to ensure compliance with regulatory requirements and company standards.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Funeral Director
A.S. Turner & Sons Funeral Home
Decatur, GA
05.1998 - 01.2017
- Coordinated funeral services, ensuring compliance with regulations and family needs.
- Managed preparation of deceased individuals for viewing and burial, maintaining dignity and respect.
- Guided families through grief support resources, facilitating emotional well-being during difficult times.
- Oversaw logistics of transportation for deceased, ensuring timely arrivals for memorial services.
- Assisted in the preparation of bodies for visitation or burial, adhering to strict standards of care.
- Led strategic planning meetings to enhance service offerings and improve client satisfaction ratings.
- Established trust among clients by consistently delivering exceptional service while maintaining sensitivity towards their needs.
- Maintained facility cleanliness, ensuring a welcoming environment for grieving families.
- Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
- Managed all aspects of funeral arrangements for smooth and efficient service delivery.
- Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.
- Liaised between hospitals, physicians, county coroner and members of clergy to coordinate final arrangements.
- Served diverse clientele by offering a range of culturally and religiously appropriate services.
- Discussed pre-arranged funeral options and explained pricing to clients.
- Upheld legal compliance with local regulations regarding burials, cremations, and embalming practices.
- Increased customer retention, skillfully addressing concerns and resolving conflicts.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Improved client satisfaction by providing compassionate and personalized funeral services.
- Picked up deceased at private homes, hospitals and county morgues.
- Developed strong relationships within the community through outreach initiatives and networking events.
- Counseled bereaved individuals, offering emotional support during challenging times.
- Managed financial transactions and record-keeping with accuracy and confidentiality.
- Discussed nature of funeral service, disposition of remains and funeral costs with family members.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Performed embalming procedures and updated case study reports.
- Facilitated pre-planning consultations, guiding clients through complex decision-making processes.
- Collaborated with clergy members to plan meaningful and respectful memorial services.
- Drafted and published 6 obituaries per week on behalf of families served.
- Arranged transportation between sites for remains, mourners, pallbearers and members of clergy.
- Secured and filed burial permits and made funeral arrangements.
- Coordinated transportation logistics for timely arrival of deceased to final resting place.
- Continuously updated industry knowledge by attending professional workshops, conferences, and seminars.
- Customized funeral services to reflect unique lives of deceased, ensuring their legacy was honored and remembered.
- Orchestrated memorable and personalized memorial services, honoring lives of deceased.
- Coordinated with multiple vendors to ensure seamless execution of funeral arrangements for diverse ceremonies.
- Improved community relations with engaging public outreach programs.
- Responded to emergency calls with sensitivity and professionalism, offering immediate support during times of need.
- Ensured dignified care of deceased, maintaining highest standards of ethical practices.
- Advocated for needs and wishes of bereaved families, ensuring their voices were heard and respected throughout planning process.
- Oversaw maintenance and aesthetic appeal of funeral home facilities and vehicles, ensuring respectful and welcoming environment.
- Maintained meticulous records in compliance with state regulations, ensuring legal and ethical standards were met.
- Conducted pre-planning consultations, assisting individuals in making informed decisions about their own or loved one's final arrangements.
- Guided families through planning process, offering emotional support and expert advice to ease their burden.
- Enhanced family satisfaction by providing compassionate and tailored funeral services.
- Built strong relationships with local clergy, cemeteries, and other funeral service providers, facilitating smooth coordination of services.
- Coordinated transportation of remains between medical facilities, funeral home and burial locations.
- Completed death certificates, burial permits and other legal documents for families.
- Helped families select funeral and burial details from range of available options.
- Supported grieving loved ones through difficult time and aided with details such as obituary notice wording.
- Arranged clergy, music and other service details for clients.
- Worked with cemeteries to schedule grave opening and closing.
- Improved appearance of remains with use of cosmetics.
- Assisted clients with pre-arranging funeral services.
- Embalmed human remains to slow decomposition.
- Operated crematory equipment, ensuring compliance with safety protocols and operational standards.
- Coordinated workflow for cremation processes, optimizing efficiency and reducing turnaround times.
- Monitored and maintained equipment performance, conducting regular inspections to ensure reliability.
- Collaborated with funeral home staff to provide timely services and address client needs effectively.
- Maintained accurate records of cremation activities in accordance with legal and regulatory requirements.
- Operated advanced cremation equipment with precision, resulting in consistently high-quality services.
- Balanced multiple responsibilities simultaneously while maintaining a strong attention to detail in all aspects of daily tasks.
- Enhanced crematory efficiency by performing regular maintenance and cleaning procedures.
- Ensured accurate record-keeping for all cremations, contributing to streamlined operations and regulatory compliance.
- Developed strong relationships with clients and funeral homes, providing exceptional customer service and support.
- Helped maintain the company's reputation for excellence by consistently providing high-quality services and upholding stringent ethical standards in all operations.
- Contributed to a positive workplace culture by actively participating in team meetings and providing constructive feedback on processes and procedures when needed.
- Conducted pre-cremation preparation tasks such as identification verification and casket examination, establishing confidence in the integrity of services provided.
- Collaborated with local authorities during inspections, demonstrating compliance with industry regulations and maintaining an excellent reputation within the community.
- Maintained a safe work environment by adhering to strict safety protocols and guidelines during all tasks.
- Utilized appropriate protective gear during all tasks, prioritizing personal safety as well as that of colleagues and clients.
- Addressed client inquiries promptly and professionally, establishing trust through effective communication skills.
- Adapted quickly to evolving industry standards by staying current on relevant trainings, certifications, and best practices within the field of crematory operations.
- Worked closely with other funeral directors and other industry professionals to coordinate services, ensuring seamless communication and collaboration throughout the cremation process.
- Performed quality control checks on cremated remains before release to families or funeral homes, ensuring accuracy and consistency in final products delivered.
- Assisted families in making informed decisions regarding the cremation process, offering compassionate guidance throughout their experience.
- Delivered respectful and compassionate care to deceased individuals.
- Exhibited tact, sympathy and respect to crematory visitors and grieving individuals.
- Followed safety procedures to protect against exposure to hazardous materials or dust particles.
- Completed documentation related to cremations within anticipated timeframes.
- Adjusted controls on crematory equipment, performing minor maintenance as needed.
- Processed and packaged cremated remains with care.
- Supervised safe operation of crematory equipment and adjacent facilities.
- Inspected cremation equipment regularly, immediately reporting safety concerns to management.
- Raked out cremation equipment for accurate transfer and handling of ashes.
- Received remains and prepared for cremation using approved methods and chemicals.
- Participated in regular professional development opportunities to enhance knowledge and skills within the crematory field.
Education
Gupton-Jones College of Funeral Service
Atlanta, GASkills
- Customer service
- Team leadership
- Time management
- Staff training and development
- Staff management
- Complex Problem-solving
- Effective communication
- Attention to detail
Timeline
Veterinary Relations Manager
Pet Meadow
01.2026 - Current
Clinic Relations Manager
Paws Whiskers and Wags
05.2024 - 01.2026
Regional Manager
Paws Whiskers and Wags
07.2019 - 05.2024
Onsite Supervisor
Paws Whiskers and Wags
01.2017 - 07.2019
Funeral Director
A.S. Turner & Sons Funeral Home
05.1998 - 01.2017
Gupton-Jones College of Funeral Service