Brittany Krouse Graves
Director, Client Care @Gateway Services Inc.
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WORK HISTORY
Director, Client Care @Gateway Services Inc.
Oversight of a team of approximately 300 Client Care Specialists located across 130 North American Care Centers. Directly manages a team of client care managers or supervisors across multiple North American locations, providing guidance and support. Developing comprehensive training programs to standardize client care practices and ensure consistent service delivery across all locations. Establish performance metrics and goals for client care teams, monitor performance, and provide coaching and feedback to achieve objectives effectively. Establish and maintain standardized client care processes and procedures to ensure high-quality service delivery and operational efficiency. Identify opportunities to streamline processes, reduce costs, and optimize resource allocation while maintaining excellent client satisfaction. Develop and execute strategies to improve client retention rates, foster long-term client relationships, and promote loyalty programs. Collaborate with senior management and cross-functional teams to develop growth strategies for client care services, including expanding service offerings and entering new markets. Conduct thorough market research and analysis to identify trends, opportunities, and potential threats in the veterinary and pet aftercare industry. Develop and manage a budget for client care operations and allocate resources effectively to support operational needs across all locations. Ensure all locations comply with veterinary regulations, industry standards, and company policies. Implement and oversee quality assurance measures to uphold high client care and service delivery standards, conducting audits and assessments as necessary. Provide regular reports and analysis on key performance indicators (KPIs), client satisfaction metrics, and operational efficiency to senior management. Identify potential risks and challenges in client care operations, develop strategies to mitigate risks, and ensure proactive crisis management.
EDUCATION
New Skills Academy USA
Pet Psychology
Penn Foster Group
Veterinary Assisting , veterinary assisting
American Red Cross
Pet First Aid/CPR
Penn Foster Group
Veterinary Practice Management
Penn Foster Group
Veterinary Assistant Career Diploma, Veterinary/Animal Health Technology/Technician and Veterinary Assistant
McMinn County High School
Honors Diploma, High school
New Skills Academy USA
Pet Sitting Professional
New Skills Academy USA
Pet Grooming Professional
Cleveland State Community College
Associate's degree, Business Management
New Skills Academy USA
Pet Nutritionalist
ABOUT BRITTANY KROUSE GRAVES
Current) Tennessee Veterinary Medical Association Florida…
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