Summary
Overview
Work History
Education
Skills
Software
References
Timeline
Generic

KELLI MIKES

Arvada,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 to apply expertise in customer engagement and strategic planning to drive sales growth and client satisfaction.

Overview

5
5
years of professional experience

Work History

Membership Team Lead

The Vets Mobile
4 2024 - Current
  • Guided medical teams in resolving membership account questions and technical errors, achieving resolution within one hour
  • Delivered solutions for membership and billing issues, reducing processing time by 33% and boosting client satisfaction by 47%
  • Led and mentored team of 5, creating training guides and reports to improve performance and retention rates by 59%
  • Developed and implemented retention strategies, including training guides, sessions for new agents, and weekly update meetings, resulting in significant improvements
  • Trained other departments on membership details through slide decks and recorded scenarios, enhancing cross-functional understanding and communication
    Managed multiple projects and tasks, consistently delivering successful outcomes
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities

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
  • De-escalated and resolved customer complaints with punctual, polite and professional service.

Veterinary Technician

The Vets Mobile
01.2023 - 11.2023
  • Successfully promoted veterinary services and wellness programs, driving increased client utilization and program enrollment
  • Provided expert product and medication advice, boosting client purchases and enhancing pet health outcomes
  • Educated pet owners on preventative healthcare practices, improving client satisfaction and compliance with recommended treatments
  • Marketed dietary products and medications, effectively answering client inquiries and influencing purchase decisions
  • Maintained accurate and comprehensive medical records in collaboration with veterinarians, ensuring compliance and high-quality care

Veterinary Technician/Exam Room Technician

Cheyenne Mountain Animal Hospital, P.C
04.2021 - 11.2022
  • 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 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 property values
  • Assisted prospective tenants with leasing process, including application completion and lease signing, ensuring smooth and efficient experience
  • Responded to inquiries from current and prospective tenants regarding rental availability, leasing terms, and community policies, maintaining 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 - BS - Biology, General

University of Colorado
Colorado Springs
08.2017 - 2021.12

Skills

Customer Relationship Management

Software

Sales Force

Tableau

Slack

Aircall

Stripe

Zendesk

References

References available upon request.

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 - BS - Biology, General

University of Colorado
08.2017 - 2021.12

Membership Team Lead

The Vets Mobile
4 2024 - Current

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KELLI MIKES