Summary
Overview
Work History
Skills
Websites
Timeline
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Shelly M. Glasgow

Shelly M. Glasgow

McKinney,TX

Summary

Strategic Executive Leader | VP of Client Relations


Accomplished VP of Client Relations with over 15 years of experience driving strategic growth, optimizing operational efficiency, and fostering long-term client relationships. A results-driven professional known for leading value-centric initiatives that elevate revenue, enhance service delivery, and streamline business processes. Adept at identifying market opportunities, developing innovative solutions, and ensuring exceptional client experiences.


At the heart of my leadership is a deep passion for people-building meaningful connections, understanding clients' unique needs, and ensuring every interaction feels valued and intentional. I believe that business thrives when relationships come first, and I take pride in creating an environment where trust, transparency, and collaboration drive success.


Recognized for executive leadership, strategic planning, and business development, with a strong track record of implementing impactful initiatives that expand market presence and strengthen brand positioning. Skilled in leveraging data-driven insights, active listening, and competitive analysis to drive informed decision-making and sustainable growth.


Passionate about continuous professional development and industry innovation, with a commitment to empowering clients, mentoring teams, and making a tangible impact. Thrives in dynamic environments, excelling in collaboration, adaptability, and relationship management to exceed revenue goals and operational benchmarks.

Overview

7
7
years of professional experience

Work History

Vice President of Client Relations

PriMed Solutions & PriMedical
08.2024 - Current
  • Manage and grow 18 key accounts, rebuilding lost relationships and ensuring client satisfaction.
  • Develop a deep understanding of company services, quality standards, and target market needs.
  • Expand business opportunities by integrating Translation, Transportation, and other services.
  • Oversee referrals from intake to completion, ensuring quality service through vendor partnerships.
  • Generate leads, build client relationships, and drive business growth.
  • Ensure account compliance, troubleshoot issues, and optimize service delivery.
  • Represent the company at networking events, strengthening brand awareness and partnerships.
  • Maintain reporting, inventory, and financial tracking for strategic decision-making.
  • Lead cross-functional initiatives to enhance efficiency and client satisfaction.
  • Collaborate with stakeholders to drive long-term success and business expansion.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.

Strategic Client Sales Service Manager

Land Rover Jaguar of Dallas | Snell Automotive
09.2022 - 01.2024
  • Conducted case management activities and services with a multidisciplinary team
  • Facilitated resolution of escalated issues and client inquiries through asking appropriate questions geared to promote effective outcomes
  • Provided recommendations and implemented process improvements with client experience from inception to case closure
  • Developed and mentored employees in various marketing projects by coordinating the distribution of print media, monitoring the effectiveness of digital campaigns, and implementing changes to increase client retention and sales
  • Consistently ranked #1 client specialist generating an average of $45,000-$60,000 per week in total sales
  • Successfully increased Customer Service Index (CSI) reputation score by 41% within 3 months
  • Organized an effective communication protocol with customers, insurance companies, and technicians to ensure an efficient and seamless customer experience
  • Highly regarded sales methodology led to a respectable and maintained 90% closing rate on new customers
  • Aggressively troubleshot customer disputes and concerns resulting in an average of 13-18 positive customer surveys weekly
  • Developed strong relationships with key clients, expanding the company''s market share within the region.
  • Troubleshot sales and service operations to increase profitability and bring positive organizational change.

Sales Manager Specialist II

Crown Land Rover | Crown Mercedes Benz
08.2019 - 01.2022
  • Conducted case management activities and services with a multidisciplinary team
  • Facilitated resolution of escalated issues and client inquiries through asking appropriate questions geared to promote effective outcomes
  • Provided recommendations and implemented process improvements with client experience from inception to case closure
  • Developed and mentored employees in various marketing projects by coordinating the distribution of print media, monitoring the effectiveness of digital campaigns, and implementing changes to increase client retention and sales
  • Consistently ranked #1 client specialist generating an average of $10,000-$25,000 per week in total sales
  • Successfully increased Customer Service Index (CSI) reputation score by 37% within 3 months
  • Organized an effective communication protocol with customers, insurance companies, and technicians to ensure an efficient and seamless customer experience
  • Highly regarded sales methodology led to a respectable and maintained 90% closing rate on new customers
  • Aggressively troubleshot customer disputes and concerns resulting in an average of 13-18 positive customer surveys weekly
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.

Account Director

Opticall, Inc.
02.2018 - 08.2019
  • Account Director responsible for managing 7-14 specialty practices ranging from plastic surgery, optometry, and ophthalmology
  • Facilitated training and ongoing support for Practice Managers within the network to improve practice efficiency, scheduling, and productivity
  • Trained and Developed 25+ team members on new practice policies and procedures to ensure organic growth within the organization and client retention
  • Facilitated a Customer Service Excellence Training Program and developed service level standards which positively increased referrals and patient satisfaction from 88% to 95%
  • Leveraged existing client base and creative networking to acquire the first-ever plastic surgery client resulting in a lucrative B2B contract for 11 plastic surgery practices
  • Organized a program designed to improve employee and manager onboarding experience resulting in improved retention, higher employee engagement, and team cohesion
  • Designed and facilitated training for managing HR processes in the operations environment leading to a significant uptick in operational efficiency amongst staff and reducing patient wait times
  • Initiated and implemented a Rewards and Recognition Program significantly increasing employee engagement through low-cost performance-based incentives
  • Highly regarded SME deployed nationally to develop staff and implement training across various sites to improve processes in system implementation
  • Developed an S.O.P as the standardized means to process all pertinent health information, implement desired outcomes, and track recommended plans
  • Established trusted relationships with key stakeholders by providing consistent communication and exceptional service throughout the account lifecycle.
  • Built strong rapport with clients through regular check-ins, status updates, and proactive problem-solving approaches.

Skills

  • Proficient in Excel Functions
  • Proficient in Scheduling Software
  • CRM Proficiency
  • Effective Team Leadership
  • Effective Relationship Management
  • Analytical Problem Solving
  • Coaching Development
  • Complex Problem-solving
  • Strategic Business Development
  • Account management
  • Goal-Oriented
  • KPI Tracking
  • Recruiting and hiring
  • Human resources
  • Team leadership
  • Decision-making

Timeline

Vice President of Client Relations

PriMed Solutions & PriMedical
08.2024 - Current

Strategic Client Sales Service Manager

Land Rover Jaguar of Dallas | Snell Automotive
09.2022 - 01.2024

Sales Manager Specialist II

Crown Land Rover | Crown Mercedes Benz
08.2019 - 01.2022

Account Director

Opticall, Inc.
02.2018 - 08.2019

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Shelly M. Glasgow