Kellsie M. Flanagan
Bristol
Summary
Operations professional with solid background in streamlining processes and enhancing operational efficiency. Known for effective team collaboration and achieving results in dynamic environments. Skilled in process optimization and problem-solving, with reliable and adaptable approach to changing needs.
Overview
10
10
years of professional experience
Work History
Customer Success Operations Specialist
ESO
01.2024 - Current
- Acted as the primary liaison for EMS, hospital, and fire responder clients, driving proactive communication, relationship building, and revenue opportunities.
- Led cross-functional triage efforts across Customer Success, Onboarding, Training, and Support teams to deliver high-quality, timely resolutions and support post-deployment product adoption.
- Managed key operational processes including renewals, quotes, amendments, and compliance documentation to streamline workflows for contracting and invoicing.
- Leveraged customer data and feedback to identify retention risks, drive expansion strategies, and support continuous improvement.
- Drove $2.7M in additional annual recurring revenue (ARR) through price realization efforts.
- Helped design and implement a WinBack management process to streamline customer offboarding and preserve ARR.
- Delivered internal enablement and operational support across strategic initiatives with the Transformation team.
Lead Veterinary Technician
PetNest Animal Hospital
01.2022 - 12.2023
- Interviewed, hired, and onboarded new staff members.
- Managed staff scheduling for 8+ employees, including rotating weekend shifts.
- Oversaw weekly inventory and budgeting, placing cost-effective supply orders through VetCove.
- Maintained diagnostic equipment and ensured lab operational readiness.
Operations Manager
Dogtopia
05.2020 - 01.2022
- Maintained safety and cleaning standards while holding staff accountable to daily protocols.
- Handled incident reports and follow-ups with pet parents and HQ.
- Led customer engagement initiatives to elevate service quality and satisfaction.
Shift Supervisor
Starbucks
12.2018 - 05.2020
- Oversaw store operations and cash handling.
- Led and deployed team members for efficient shift coverage.
- Managed product inventory and resolved customer concerns.
Barista
Starbucks
10.2015 - 12.2018
- Trained over 10 new baristas in customer service and company protocol.
- Resolved customer concerns and processed orders using POS systems.
- Awarded Partner of the Quarter for initiative and reliability.
Education
Bachelor of Fine Arts - Theatre (Emphasis in Theatre Education)
Texas Woman’s University
05.2022
Skills
- Salesforce
- JIRA
- Microsoft 365 (Outlook, Excel, Teams, Word)
- Dialpad
- ClientSuccess
Timeline
Customer Success Operations Specialist
ESO
01.2024 - Current
Lead Veterinary Technician
PetNest Animal Hospital
01.2022 - 12.2023
Operations Manager
Dogtopia
05.2020 - 01.2022
Shift Supervisor
Starbucks
12.2018 - 05.2020
Barista
Starbucks
10.2015 - 12.2018
Bachelor of Fine Arts - Theatre (Emphasis in Theatre Education)
Texas Woman’s University
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