Charlotte, North Carolina, United States
Dedicated Veterinary Practice Manager with 5+ years of progressive experience leading high-volume veterinary teams. Combines clinical knowledge with strong operational expertise in scheduling, staffing, compliance, and inventory management. Proven track record of building cohesive, high-performing teams, improving practice workflows, and delivering compassionate, high-quality patient care. Committed to fostering a positive hospital culture where staff thrive and clients feel confident in the care their pets receive.
• Drive consistent revenue growth and client retention by tracking KPIs, identifying service gaps, and implementing data-informed strategies that improve both client outcomes and practice performance • Serve as the primary escalation point for complex client concerns, resolving issues with urgency and empathy to protect account relationships, improve satisfaction scores, and drive long-term loyalty • Drive adoption of the Optimum Wellness Plan (OWP) by consulting with clients on the value of preventive care, consistently exceeding enrollment targets and deepening long-term client engagement • Build and develop a high-performing team of 15+ through structured onboarding, coaching, and performance management; directly improving service quality and client-facing interactions • Improve the client experience by streamlining scheduling and intake workflows to reduce wait times; partner with vendors to enhance product knowledge and ensure clients receive guidance on the most current and effective care options • Support the staged nationwide rollout of a new veterinary practice management system by coordinating workflow changes, preparing staff for system adoption, and providing on-site training and operational guidance to ensure a smooth transition
• Oversaw client-facing service teams to ensure consistent delivery of high-quality experiences, using performance data to identify gaps and implement improvements that elevated client satisfaction • Developed a 200+ policy SOP handbook adopted company-wide, standardizing client service workflows and enabling consistent, scalable onboarding of new staff across the organization • Leveraged sales forecasting and inventory analytics to anticipate client demand, reduce service disruptions, and ensure teams were equipped to deliver a seamless client experience
• Managed a portfolio of 3,000+ client accounts, ensuring accurate records and delivering personalized, high-touch service that strengthened client trust and long-term retention • Served as the key liaison between leadership and client-facing staff, resolving internal friction quickly to protect service continuity and ensure clients consistently received a positive experience • Designed and led team training programs focused on client communication and service excellence, ensuring staff were equipped to deliver consistent, high-quality interactions at every touchpoint
• Delivered high-quality patient care across routine and critical cases, consistently prioritizing safety, comfort, and positive client outcomes • Applied clinical expertise in anesthetic monitoring, diagnostic imaging, phlebotomy, dental prophylaxis, and advanced restraint; building a strong foundation in veterinary medical workflows and terminology • Maintained accurate and thorough clinical records, ensuring data integrity and continuity of care across the care team • Served as the primary client education resource, translating complex medical information into clear, actionable guidance to support informed decision-making and build lasting client trust