Customer Service Business Development

KELSEY M. PLATT

**** ******** ***** 309-***-****

Minnetrista, MN 55375 ************@*****.***

EDUCATION

Western Illinois University, Macomb, IL

Bachelor of Science

Emphasis: Marketing, Facility Management & Special Event Planning

Minor: Business Management

PROFESSIONAL EXPERIENCE

Certus Living, Minnetonka, Minnesota

Chief Business Development Officer, Consultant (May 2022- Current)

Start- up company business development consultant, acquisition and turn-around focus on sales and marketing for life plan and high -end private pay senior living communities. Territories: Minnesota, Illinois, and Pennsylvania

Achievements

Re-established brand, image repair and re-structure fees which grew lead generation by 20%

Analyze markets for acquisition, turn around vision for major improvements which grew census and revenue by 50%+ in 6 months

Established new incentives to attract prospects by promotions and enhancing a 18 -month plan for special events, while training and coaching Executive Directors, Marketing/Sales Professionals, and the Communications department(s) to manage lead generation and develop a solid process to grow business by 20% YOY

Established team approach with executive leaders, board of directors, local campus team members for annual strategic planning and goal setting to further improve YOY revenue

Established system wide CRM process, system improvement and sales analysis to support goal setting and growth plan

Established sales team on-boarding and role development to improve revenue, business processes to exceed budget and revenue expectations, adopted company wide.

Campbell Street Services, Chicago, Illinois

Chief Development Officer (July 2021-July 2022)

Vice President Business Development (September 2019- July 2021)

Start Up, acquisition, management partner for the retirement living and skilled nursing portfolio. Maintain, grow new hospital and managed care partners by 5-10% annually. Leader of the sales training program, CRM, marketing/admission team, and communications. Strategize with executive leaders, board of directors, regional operations annual and quarterly plans to improve the revenue growth and business initiatives to exceed budget revenue from prior year by 20%. Territories: Florida, Minnesota, Iowa, Georgia, Alabama, and Missouri

Achievements

Successfully acquired 23 retirement and skilled nursing and rehab communities 9/2019- 1/2022

Improved admissions by 7% in 2020, built a solid sales team from 2 to 25 sales professionals

Exceeded financial expectations for 3 healthcare communities, year 2020 from 3-7%

COVID census re-build 2020/2021- 12 locations, 85-90+% occupancy

Maintained and grew preferred provider relationships with hospital systems (10- FL, IA, MN, and MO)

Led a new award-winning program, Meals on the GO program December 2019, MN Care Providers Innovative Program of the Year

Improved Customer Service Experience by 80%, 7 health care locations received awards 2021

Monarch Healthcare Management, Minneapolis, Minnesota

Vice President Business Development (April 2017- September 2019)

Manage day-to-day business development, sales, and marketing operations to support the revenue growth for the organization. With a focus to streamline business plans, market analysis, CRM, sales training on strategic planning and execution. Territories: Montana, Wyoming, South Dakota, Minnesota, Nebraska, and Iowa (2017-2018 Welcov Healthcare). Acquired in December 2018/ 2019 Territory: Minnesota/Wisconsin (Monarch Healthcare Management)

Achievements

12% admission growth, year over year / 5% Medicare/Managed Care revenue growth

8% revenue growth YOY - all payors

Launched new analytic CRM program, developed a 3- step sales training course along with strategic planning tools to grow and improve business

Created re-branding campaigns while combining social media / website presence. Developed a new user friendly website for prospective residents/families, employees and referral sources

Developed 7 new niche programs in 12 months, market differentiator

Maintain and built new partnerships and preferred contracts >20 hospital systems, physician groups and managed care organizations > 15 nationally to improve revenue and relationships

HCR-ManorCare, Toledo, Ohio

Regional Manager of Market Development (June 2009- March 2017)

Managed, developed, and trained 32 sales representatives in strategic planning. Analyze each market to positively exceed company vision for account development, census, and revenue at Independent, Assisted and Skilled Nursing Communities. Territories: Central Illinois, Indiana, Iowa, and Missouri

Achievements

4-11% inquiry growth and 2- 4% admission growth, each year over year

3-5% Medicare/managed care growth and 6% revenue growth

Awarded additional territories to identify and execute strategic growth initiatives in 2012-2015

Maintained and built relationships with hospital systems and physician groups region/state- wide

oFormed and maintained 6 formal ACO/ bundle partnerships 2012-2017, 4 other formal agreements were pending upon my departure

Business Development Specialist (March 2009- June 2009)

Promoted to Regional Manager of Market Development in 90- day window of start date

Cross trained in all 3 sales roles- admission director, case manager and hospital liaison. Inspected and executed sales strategies to increase referrals/admissions and revenue

Spoon River Home Health Services, Farmington, IL

Regional Director of Business Development (April 2006- February 2009)

Grew and educated key accounts and prospects community-wide about home health while managing census, budgets, advertising, special events and opening new territories. Central Illinois

Achievements

Successfully reached 30 admissions in one week and 80 admissions in one month (year 2008). These metrics were the highest the company had reached in 15 years from opening day

Implemented and increased sales education, advertising, and special events while covering 15 counties

Increased geographic coverage in 3 additional counties while increasing company revenue and admission growth by 5% (Knox, Warren & McDonough counties)

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