Heather Elliott Email & Phone Number

Santa Ynez, Ca, Us

Santa Ynez, Ca, Us

Buellton, California, United States

Over the years, I’ve had a hand in building and scaling the entire company from the ground up. Partnering closely with the CEO, I help set the strategic direction of the organization, execute a strategy to achieve revenue targets, identify growth opportunities, prioritize the customer experience, optimize the entire operation, and champion a strong company culture. KEY ACHIEVEMENTS➥ Implemented a customer-centric business model that pivoted our focus to Net Promoter Score.➥ Consistently drove double-digit YOY growth and maintained a NPS of 90+.➥ Capitalized on an opportunity to enhance B2B veterinary support, creating a self-serve digital portal.➥ Opened three new 3PL distribution centers, further scaling the operation.➥ Grew a subscription program into a recurring multimillion-dollar revenue stream.➥ Led a high-performing sales support team to answer 600 daily calls with 100% live answer rates.➥ Established a massive knowledge database to support a one-call resolution customer service strategy.➥ Designed a commission-based sales model that drove a 25% bump in AOV and 70% retention rate.➥ Built a fraud management system with custom transaction monitoring to assess risk and eliminate chargebacks.➥ Fused three sales teams together post-acquisition, creating a unified approach that enabled 37% sales growth.➥ Stabilized the company, providing leadership and ensuring a smooth transition following our acquisition.➥ Developed a five-level sales and service organization, improving quality of service, morale, and retention.

Buellton, California, United States

Providing intermittent strategic operations leadership, I was entrusted with the critical responsibility of acting COO. When in this role, I maintained operational stability, ensured the smooth execution of strategic plans, and navigated complex situations to keep the organization moving forward. KEY ACHIEVEMENTS➥ Consistently delivered an 11% to 16% annual growth rate.➥ Became a trusted decision-maker and advisor.

Leading strategic people initiatives, I fostered a positive employee experience and a thriving workplace culture. As the company scaled, we had an increasing need for structure in our HR practices. Not only did I build out robust end-to-end recruitment strategies to attract and hire top talent, but I also partnered with department heads on all people-related decisions and needs. KEY ACHIEVEMENTS➥ Introduced Smart Recruiter software to transform the hiring process from application through onboarding.➥ Automated personalized candidate communication that treated them like valued customers.➥ Developed internal talent by championing a monthly professional development program.➥ Hosted biannual on-site team-building events to foster relationships and ongoing learning.➥ Spearheaded the creation of a formal onboarding program that accelerated productivity and success.➥ Championed use of the Kolbe A Index tool in recruiting and talent management to identify strengths and build strong teams.

With a keen eye for identifying operational gaps and opportunities to leverage technology, I pioneered the development and implementation of custom systems across the business. I built and managed cutting-edge infrastructure for sales, order management, customer service, logistics, e-commerce, and IT with a strong emphasis on security, data integrity, and service delivery. At the time, the solutions I conceived weren’t being done elsewhere in the industry and positioned the company for tremendous growth. KEY ACHIEVEMENTS➥ Architected highly personalized customer journeys and email marketing before this was being done elsewhere.➥ Became an early Salesforce adopter, introducing the CRM to overhaul the entire sales function.➥ Crafted an entire 3PL distribution model to direct ship orders, improving efficiency and profitability.➥ Conceived the first-ever order management integration with FedEx, streamlining the shipping process.➥ Achieved a 95% target for same-day shipping on all orders.➥ Envisioned and led development on a personalized health SaaS solution and patient portal for B2B practitioners.➥ Partnered with a marketing agency to create custom websites for our B2B, B2C, and B2B2C clients.➥ Established a robust product catalog and content management system.➥ Influenced continuous improvement to increase sales conversion rates.

As the seventh employee hired, I wore many operational hats to support the company’s early growth. My primary focus became the customer experience, optimizing sales support, order fulfillment, and quality control, and efficiently resolving any customer issue that arose. I became a subject matter expert in animal nutrition, health, and wellness, providing guidance to veterinarians, medical professionals, and pet owners. My versatility proved invaluable as I soon found myself leading strategic growth initiatives aimed at building and scaling the foundation of the company.

Santa Clara, California, United States

Corcoran, California, United States

Bachelor Of Science - Bs, Agricultural Business; Emphasis In Finance

Activities and Societies: Quarter Horse Enterprise, Equine Breeding Enterprise, Equine Judging Team, Event Staff, Poly Reprographics, ASCI.

Graduate Program, Business Management