Sales Force
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 - 12.2021
Skills
Customer Relationship Management
Negotiation Skills
Operations Management
Performance Monitoring
Coaching and Mentoring
Sales Process and Performance
Data Analysis
Data Visualization and Presentations
Strategy Implementation
Training Development
Complaint Handling
Product Knowledge
Software
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 - 12.2021
Membership Team Lead
The Vets Mobile
4 2024 - Current