Dina Beam

About Dina Beam

With 20+ years of experience as a leader focused in business operations & management, I…

Experience

1. VP of Ops VP of Training & Customer Experience

   Pet Paradise

   Jan 2018 — Present

   Navigate the company through enormous growth, overseeing the day-to-day operations of 46 pet resorts across the US, an increase of 14 since 2018, with 7 more on track by the end of 2022, increasing employees from 600 to 1600, achieving $46M in revenue in 2018, with a projection of $100M earned by end year, and expanding EBITDA from $6M to $15M • Transformed the operations of the company, building and standardizing operational processes and procedures from the ground up, reducing employee errors, and increasing productivity while maintaining company-wide consistency • Lead a team of 8 regional managers, constantly recruiting superior talent, as well as coaching, training, and mentoring the team, producing a top-notch team striving to optimize operations and increase company growth • Consistently identify areas to enhance and implement innovative process improvements and operational initiatives, presenting recommendations to the COO for buy-in, leading to strengthened ROI and an improved customer experience • Champion a quality assurance program, overseeing on-site evaluations, internal audits, and customer surveys while ensuring compliance with industry and company-wide policies and guidelines to deliver exceptional service and drive revenue • Collaborated with a cross-functional team to revamp the entire staff training program from end to end, recruiting and developing exemplary talent to support the objectives of the company while reducing staff turnover 4 out of 5 years • Promote an extraordinary customer experience, increasing the company’s NPS score from 80 in 2018 to 86 in 2021 • Drove the company’s brand awareness and market share, incorporating digital and live media to reach a larger audience and build recognition, driving customer growth and revenue • Promoted to the role of Vice President of Training and Customer Experience in 2021, demonstrating the ability to build and lead high-performing teams to drive successful business outcomes

Skills

• Retail
• Customer Service
• Microsoft Office
• Sales
• Purchasing
• Marketing
• Apparel
• Negotiation
• Customer Service Training
• Project Planning
• Team Building
• Marketing Strategy
• Product Development
• Inventory Control
• Management
• Operations Management
• Leadership