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
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
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
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
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
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