David Jennings

** ******* *****

Langhorne, PA **047

714-***-****

adiw5u@r.postjobfree.com

Professional Summary

Visionary, results-driven change agent adept at leading organizational restructuring and implementing predictable growth while fostering a strong company culture

A dynamic and motivated professional with the educational background and proven work ethic to guide and support business development, operations management, and more. Self-starter who is known for delivering excellent service in fast-paced environments, with a diverse skill set spanning technical writing, data acquisition and analytics, account management, onboarding, customer success and retention, CRM architecture and workflow management, product implementation, print management, data and website services, marketing, and incident management. Out-of-the-box thinker who is comfortable leading and training teams to ensure solutions consistently meet or exceed business goals.

Professional Experience

Covetrus (formerly Henry Schein Veterinary Solutions), Trevose, PA, September 2004 to Present

DIRECTOR OF NORTH AMERICAN OPERATIONS

●Spearhead 35 employees across the product implementation lifecycle, generating $55M+ in topline revenue with a $2M operating budget.

●Identify workflow inefficiencies to develop and implement streamlined solutions that optimize the customer experience.

●Direct the installation of new data extraction software while maintaining connections for 7000+ animal hospitals.

●Create and enhance 1100+ websites and domains for Veterinarians, including troubleshooting escalated development issues, performing routine maintenance, and eliminating bugs.

●Coordinate print operations worth $20M in annual revenue, including managing data files, production, postage, and quality.

●Accelerate individual and team development across major areas of the company through strategic mentorship.

●Control operational budget, running a lean P&L without sacrificing quality.

●Conceptualized and created a cross-location, outstanding culture, bringing teams together that had competed in the market for nearly 30 years using transparency, leveraging the talent of each team, and using diffusing skills to have them work on the same products.

●Partner with finance to reconcile billing on a monthly basis while collecting attrition data in order to improve customer experience.

Accomplishments:

●Established a data services team from the ground up to refresh data daily at each individual clinic; bringing the service in-house allowed the company to save $700k annually.

●Introduced an implementation workflow that reduced onboarding time for the Rapport product by 84%; boosted go live monthly averages from 13 to 90 units.

●Transitioned the organization from Oracle’s Siebel, to Microsoft’s Dynamics CRM, and finally to SaleForce integrating Covetrus into new workflows for implementation, retention, and incident management.

Vetstreet, Yardley, PA, January 2012 to January 2016

DIRECTOR OF ACCOUNT MANAGEMENT

●Optimized account onboarding and support across 5,000+ animal hospitals on Vetstreet, maximizing retention, and revenue while minimizing expenditures.

●Activated 26 different products and features at a time, generating over $30M in topline revenue annually.

●Piloted trade marketing processes, sourcing products for pharmaceutical partners for programs like BI’s, formally Merial, Client Connection (the largest, longest-running direct mail campaign in the veterinary industry).

●Boosted customer success by creating a program where hospitals were provided consultation and reporting to ensure hospital growth.

●Designed and managed 2000+ veterinary websites and domains with a focus on improving SEO.

●Managed the print production of HealthyPet Magazine, Pet ID card, and postcards for Vetstreet and ThinkPets.

Accomplishments:

●Engineered an onboarding process that improved the sale-to-billing cycle by 83% and reduced the average onboarding time from 60 to 10 days.

●Restructured the department from siloed groups into a single Account Management team, reducing headcount from 22 to 14 FTE while improving productivity and the customer experience.

●Architected workflows and put data controls in Siebel CRM, transforming it into the finance team’s trusted source of truth.

●Designed a training process that improved employee turnover rates, as well as developed a knowledge base repository.

●Streamlined the inbound call line, achieving a 15-second average answer speed and a 4% abandon rate.

ThinkPets Inc. (formerly HealthyPet Magazine), Huntington Beach, CA, September 2004 to December 2011

DIRECTOR OF OPERATIONS AND BUSINESS DEVELOPMENT

●Generated $15M in top-line revenue from 4000+ animal hospitals while improving retention rates by enhancing onboarding and support processes.

●Oversaw the print production of HealthyPet Magazine, postcards, and direct mail.

●Handled monthly manual data pulls, calling individual clinics, and walking them through the file creation process for 26 different practice management systems monthly.

Accomplishments:

●Boosted seasonal newsletter sales by building a sales pipeline in CRM and engineering a forecasting tool, processing over 1M seasonal Healthy Pet magazines.

●Revamped CRM to create a functioning, automated pipeline for recruitment calls, as well as attained high participation rates (more than 98.5% monthly) by creating reminder processes.

●Innovated an online enrollment process that eliminated manual data entry, saving hours of productivity.

●Consistently promoted, with previous positions spanning Account Manager, Sr. Account Manager, Direct Mail Project Manager, and Manager of Account Management, and Director of Account Management.

Volunteerism

●Vice President, National Down Syndrome Association of Central New Jersey – plan and execute events like the Rock Your Socks Off dance and helped pivot to online auctions.

●The Mighty, Contributor – Articles that help parents of children with Autism and/or Down syndrome.

- Personal blog about being a special needs father.

Additional Information

Technical Proficiencies: SalesForce CRM, Oracle’s Siebel CRM, Microsoft Dynamics CRM, Microsoft Office Suite (e.g. Excel), Google Suite, Atlassian’s Jira and Confluence, Brightspot CMS, Interactive Intelligence VOIP, Avaya Phone Systems, AVImark, ImproMed, Cornerstone, DVMax

Interests: Playing Chess, golfing, creative writing, drawing, playing video games, watching Ted Talks, reading (non-fiction)

References available upon request

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