Growth development professional

K E N D A L L M I L E S 323-***-****

*************@*****.***

Monroe, NC 28110

PROFESSIONAL SUMMARY

Operations & Growth Leader MBA 10+ Years in Growth, Sales & Optimization Proven leader with 10+ years driving revenue growth, operational excellence, and team performance across healthcare, logistics, insurance, retail, and fitness industries. Expertise in full-cycle sales, P&L management, business development, and process optimization, delivering consistent revenue growth and operational efficiency. Skilled in building strong client relationships, managing sales pipelines, and leading high-performing teams to exceed targets. Leadership style shaped by military service and hands-on experience as a case manager/ counselor in adolescent behavioral health and inpatient rehab—emphasizing accountability, personalized growth and development, and supportive high-performance environments. CRM/ERP proficient (Microsoft Dynamics), with strong capabilities in data-driven strategy, pipeline management, and cross-functional execution.

SKILLS

Operations Management Growth Development & Market Expansion Strategic Planning & Execution Client Success & Retention P&L & Budget Management Cross-Functional Team Leadership Case Management Healthcare Organizational Growth & Change Management

WORK EXPERIENCE

Customer Experience Consultant / Sales Consultant, Carmax, Jan 26-Current

• Delivered exceptional customer-first experiences as a dual-role consultant, guiding customers through the entire vehicle purchase journey, from initial inquiry and needs assessment to test drives, financing, and seamless transaction closure in a no-haggle sales environment.

• Responded to sales leads and customer inquiries (phone, online, and in-store), bridging at-home and in-store experiences to help customers find and purchase vehicles that best fit their needs and lifestyles.

• Built strong rapport with diverse customers, actively listened to requirements, provided transparent product knowledge, and recommended optimal vehicle solutions, consistently enhancing customer satisfaction and loyalty.

• Managed full sales process responsibilities including vehicle appraisals, inventory knowledge utilization, paperwork processing, deal documentation, and coordination with finance teams to ensure smooth, efficient transactions.

• Contributed to store revenue goals through consultative selling techniques focused on integrity, trust, and long-term customer relationships rather than high-pressure tactics.

Growth Development Manager, Grand Canyon Education, Oct 2022-September 2025, Charlotte, NC

• Directed territory expansion across 14 counties, achieving 30% growth in institutional partnerships and a 25% increase in client acquisition for healthcare and education growth efforts.

• Negotiated and closed high-value institutional agreements, driving long-term revenue growth.

• Built and executed market-entry and pipeline strategies that ensured consistent enrollment growth.

• Forged and maintained strategic alliances while leading cross-functional collaboration to align sales and marketing, consistently exceeding KPIs.

• Delivered consultative solutions to stakeholders, aligning offerings with organizational priorities.

• Organized and executed 10+ marketing events per month, strengthening brand presence and accelerating university recruitment.

• Healthcare growth focus

• Worked with medical facilities, hospitals, and clinics to combat the nursing shortage and develop healthcare professionals. Case Manager, GoHealth, Jul 2021 Oct 2022, Charlotte, NC

• Delivered personalized client support to a portfolio of 500+ Medicare beneficiaries, conducting needs assessments, guiding plan selections, and ensuring coverage aligned with individual health, financial, and lifestyle needs.

• Built strong, trust-based client relationships through proactive communication, follow-ups, and ongoing advocacy, resulting in enhanced client retention and reduced attrition.

• Resolved complex Medicare and insurance-related issues for clients, including claims, coverage gaps, and plan changes, driving a 50% increase in client satisfaction scores.

• Implemented streamlined workflows and service processes that reduced client disruptions by 25%, improving the overall KM

enrollment and post-enrollment experience.

• Coached and developed sales agents on client-centric best practices, leading to a 20% improvement in team closing ratios while maintaining high standards of service and compliance.

• Managed multiple sales/support teams while overseeing client portfolios, boosting operational efficiency by 15% and reducing team turnover by 20%.

• Led compliance initiatives and documentation processes to minimize regulatory risk, maintain full audit readiness, and protect client interests in a highly regulated Medicare environment. Logistics Coordinator, Amazon, Jun 2020 Jul 2021, Charlotte, NC

• Led warehouse teams in outbound logistics, driving productivity while maintaining 100% inventory accuracy.

• Consistently delivered on-time shipments in a high-volume distribution environment.

• Oversaw end-to-end supply chain operations, ensuring SLA compliance for outbound shipments.

• Implemented lean process improvements that reduced bottlenecks and improved delivery times by 12%.

• Coordinated cross-departmental communication to resolve logistical challenges in real time.

• Trained, mentored, and supervised staff in safety protocols and workflow optimization, increasing efficiency. Marketing Manager (Contract), Circle K, May 2019 Jun 2020, Charlotte, NC

• Directed marketing initiatives for 90+ outlets, boosting brand visibility and consumer engagement.

• Created and executed multi-channel campaigns, driving a 15% increase in regional sales.

• Developed seasonal planograms and merchandising strategies aligned with market trends and demand.

• Built and trained regional teams, accelerating employee growth and advancement opportunities.

• Leveraged consumer insights to optimize merchandising strategies and capture seasonal demand.

• Negotiated vendor promotions and product placements that generated incremental revenue.

• Enhanced customer engagement through local partnerships, events, and sponsorships. General Manager, 24 Hour Fitness LA, Sep 2014 Feb 2019, Los Angeles, CA

• Managed $5M annual P&L and operations for a high-volume fitness center, consistently surpassing revenue targets.

• Implemented cost-reduction strategies that lowered overhead by 15% while boosting profitability.

• Designed and launched targeted campaigns and B2B partnerships, driving significant membership growth.

• Increased member retention by 40% through innovative loyalty and wellness programs.

• Built and led high-performing teams, improving retention, engagement, and service quality.

• Developed and implemented staff training programs, enhancing customer service and upsell performance.

• Established community partnerships that fueled membership growth and elevated brand recognition.

• Consistently exceeded quarterly sales and customer satisfaction benchmarks, earning formal recognition.

• Oversaw labor management, including payroll processing, timecard monitoring, and labor cost Co-owner / Store Manager, Puffin Vaporium, Jan 2013 Jan 2016, Los Angeles, CA

• Owned and operated a retail store with full P&L accountability, serving 200+ daily customers.

• Scaled operations from launch to profitability, overseeing all aspects of daily management.

• Delivered 20% revenue growth through targeted campaigns and grassroots marketing initiatives.

• Maintained 99% POS reconciliation accuracy, safeguarding financial integrity.

• Reduced labor costs by 15% through optimized scheduling and workforce planning.

• Introduced customer loyalty programs that boosted repeat purchases and increased lifetime value.

• Negotiated supplier contracts to improve margins while ensuring consistent inventory availability. Case Manager / Counselor, Adolescent Growth (Inpatient Residential Treatment for Adolescents), Feb 2009 – Jan 2013, Los Angeles, CA

• Conducted intake assessments, developed individualized treatment plans, monitored progress, and coordinated aftercare/discharge planning to ensure continuity of care and successful reintegration into family, school, and community settings.

• Facilitated therapeutic group sessions focused on life skills, coping strategies, emotional regulation, relapse prevention, and personal growth for teens in a structured, holistic healing environment.

• Collaborated with multidisciplinary teams (therapists, psychiatrists, medical staff, and families) to deliver integrated, client-centered care and address complex adolescent behavioral and emotional challenges.

• Maintained detailed, confidential client documentation, progress notes, and compliance records in accordance with facility policies, licensing requirements, and best practices for adolescent residential treatment.

• Supported crisis intervention and de-escalation for residents, promoting a safe, supportive milieu while teaching healthy relationship- building, communication, and decision-making skills.

• Provided comprehensive case management and individual/group counseling to adolescents in a residential inpatient rehab setting, supporting recovery from mental health disorders, substance abuse, trauma, and co-occurring issues such as anxiety, depression, and eating disorders.

• Advocated for clients by coordinating with external resources including schools, social services, medical providers, and community programs to remove barriers and support long-term recovery and development. EDUCATION

Master's in Healthcare Administration (Focus In Leadership)—Current, Expected Graduation 2027 Liberty University

Master of Business Administration (Completed 2024) Grand Canyon University

Bachelor of Science, Business Administration (Completed 2023) Southern New Hampshire University

MILITARY SERVICE

US Marine Corps, Honorable Discharge, 2009

• Honorably discharged after service as a squad leader in an artillery battalion, entrusted with leadership responsibilities in high-pressure environments.

• Led, trained, and mentored Marines, instilling discipline, teamwork, and mission readiness.

• Managed and secured radio communication systems, ensuring accuracy, reliability, and information security.

• Oversaw daily operations and logistics while maintaining accountability for personnel and equipment valued in the millions.

• Developed proven leadership skills in motivating diverse teams, fostering cohesion, and achieving objectives under demanding conditions.

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