• Created and implemented the onboarding process for new hires including a training program, leading to a high rate of retention (over 90% retention rate for new hires), by developing an effective training process by using customized training techniques.• Utilizing CRM for the maintenance of multiple schedules and appointment bookings for 17 locations.• Membership administration for 300+ members in the database to ensure compliance with membership billing procedures and dues processing.• Coordinates between clients and 30+ employees over multiple platforms including email, chat, and Vagaro to ensure seamless and clear communication.• Maintaining client profiles with logistical details by reviewing client data and correcting errors.

• Provides efficient flow of clinical veterinarian records and non-clinical information between clients and organization via phone, chat, and email in a remote office setting achieving 98% accuracy in records verification.• Develops and maintains membership account registration, scheduling, and verifies referrals from the promotional program for 90% of new customers.• Educates new customers on Dogdrop member portal tool.• Troubleshoots customer complaints and requests to resolve problems or escalate as needed.• Designed a communication protocol to meet the needs of new members with special requirements.• Increased awareness of membership prices and benefits by including an overview during introduction calls, which resulted in an increase in membership conversions from 50% to 95%.

• Managed 20 direct reports, including salary employees and independent contractors. • Interview candidates and oversee onboarding of new hires. • Expedited information from management to staff and staff to management.• Coordinated and trained staff on procedures and systems, resulting in more efficient performance of new hires and reduced attrition.• Streamlined daily operations with forward-thinking strategies focused on customer satisfaction by delegating tasks and communicating clearly.• Managed employee schedules to meet end-of-month P&L by utilizing historical data, and budget restrictions reducing labor by 10%.• Increased customer engagement by 30% by introducing interactive fitness classes and equipment.