Suzanne Harb Mackay

• Manage all aspects of client relations.
• Perform extensive training evaluations over the phone, and and via Zoom.
• Evaluate the primary issues the client is experiencing with their dog. Develop a training protocol, a lesson plan, and implement the appropriate training techniques to address the behavior problems.
• Conduct training sessions and create a positive training environment for the client and the dog using reward-based training systems (for people and dogs!).
• Communicate training progress to clients using videos, write-ups, and other resources.
• Present
• All administrative functions, such as bookkeeping, client follow-up, and other office duties.

• Managed daily operations of a high-volume doggie daycare facility.
• Ensured safe and engaging environment for dogs to socialize. Taught employees how to recognize behavior issues, and how to manage groups of dogs safely.
• Oversaw team operations across three rotating shifts daily. Ensured smooth shift transitions while monitoring team performance.
• Formulated strategies for streamlining daily operations, increasing productivity levels, and enhancing customer satisfaction.

Director of Canine Training Services

• Delivered comprehensive feedback on dog behaviors, enhancing client trust.
• Taught dog training classes, conducted private lessons, and offered board and train services.
• Developed and implemented behavior programs to successful address complex problems for anxious, fearful, and reactive dogs.
• Trained dogs to meet functional requirements of clients.

Administrative Duties

• Implemented and continually upgraded specialized software to meet business needs.
• Handled various office tasks such as maintaining books and preparing detailed reports.

• Oversaw various client accounts during the UltiPro Payroll and Human Resources Software implementation.
• Directed consultant assignments for Ulti Pro implementation projects spanning Western states.
• Handled escalated problems and collaborated with customer service and computer programming departments to resolve software issues.
• Conducted user training sessions in classroom settings, remotely, and through on-site visits.