Kate Kellaway
South Molton,Devon
Summary
Results-driven customer support and business development professional with a scientific background and extensive experience in the animal health and veterinary sector. Skilled in account management, CRM systems (Salesforce and HubSpot), project leadership, and customer engagement. Known for strong communication, organisation, and analytical problem-solving skills, with a proven ability to build relationships, improve processes, and deliver exceptional customer experiences. Passionate about animal welfare, research, and supporting business growth through operational excellence
Overview
1
1
Certification
21
21
years of professional experience
Work history
Customer and Sales Support
IDEXX BioAnalytics
Remote, Devon
2021.02 - Current
- Supported over 500 accounts across multiple countries and cultures in Europe with revenue turnover of £800,000+
- Collaborated with Scientific Affairs and laboratory specialists to help deliver optimum client support.
- Supported Marketing by building information leaflets and recording voice-over instructions for the client support centre.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Increased customer satisfaction by resolving issues.
- Completed customer orders with speed and accuracy.
- Compiling comprehensive and tailored quotes for individual requirements
- Supported sales at International Trade Shows and key-account customer visits.
- Participated in weekly meetings and provided valuable insights into improving customer experience processes.
- Supported the team by demonstrating respect and willingness to help.
- Handled complaints professionally, ensuring customer contentment at the end of each call interaction.
- Delivered exceptional service for increased customer loyalty.
- Worked in collaboration with the sales team to achieve collective targets and goals.
Wholesale and Customer Experience Manager
ElleVance Sciences
Barnstaple, Devon
2020.01 - 2020.10
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Partnered with Account Managers to deliver services that support company objectives, consistent with corporate values.
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
- Strategised long-term business needs and drove customer feedback for process improvements.
- Enhanced customer satisfaction ratings by managing all client inquires through resolution.
- Researched complex problems and resolved issues independently each day.
- Surpassed sales goals through implementation of effective marketing strategies.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Internal Sales Account Manager
IDEXX BioResearch
Remote, UK
2018.01 - 2020.01
- Oversaw daily operations of over 100 customer accounts across Northern Europe
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Supported the Account Manager in improving operations and resolving issues to deliver exceptional customer service.
- Supported Laboratory staff with daily operational functions.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to existing customer requests, offering excellent support and tailored recommendations and quotes to address their needs.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Reviewed account discrepancies and proposed courses of action to minimise losses.
- Responded to customer requests with friendly, knowledgeable service and support.
Self Employed Contractor
Idexx Laboratories
Home office, Devon
2013.12 - 2017.12
- Performed initial client assessment and analysis to begin research process.
- Supported Customer Support Supervisor with collaborating company data
- Supported Marketing Manager with Website proof reading
- Gathered, organised and input information into digital database.
- Applied knowledge of data modelling and statistical analysis to note trends and draw conclusions.
- Generated reports detailing findings and recommendations.
Veterinary Receptionist
Charter Vets
Barnstaple, Devon
2010.03 - 2010.08
- Worked directly with Veterinarians and Vet Nurses to achieve Client satisfaction.
- Booked and scheduled appointments for clients and their pets
- Greeted incoming clients in a professional manner and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give clients a positive impression of the company.
- Adhered to and advised clients on bio security security requirements.
- Received incoming mail and booked in medical supplies, dispersed parcels and correspondence and shipped outgoing items daily.
- Dispensed medical supplies to clients and advised on and dispensed worming and flea treatment regularly.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
Assistant Product Manager
Mole Valley Farmers
South Molton, Devon
2005.05 - 2009.02
- Supported in the choosing and buying of stock line products for Pet, Equine, licensed Animal Medicines, Dairy Hygiene and Farm supplies
- Supported Product Manager with daily operational functions.
- Researched buying trends and customer requirements
- Implemented pricing structures and discounts on products
- Created weekly and monthly reports and presentations
- Managed daily office operations and equipment maintenance
- Served as central point of contact for all potential wholesale businesses for the above departments
- Managed daily calendar for Buying Officer
- Organised files, developed spreadsheets, faxed reports and scanned documents
- Exceeded specific team goals by partnering with staff to share and implement best practices
- Managed stock levels for over 20 stores nationwide
Education
Bachelor of Science - Equine Science
Warwickshire College / Harper Adams University
Moreton MorrellHigher National Diploma - Equine Science
Warwickshire College / Harper Adams University
Moreton MorrellA-Levels - Biology, English Literature & Language, IT
North Devon College
Barnstaple 2001.04 -
GCSE -
Pilton Community College
Barnstaple 2001.04 -
Skills
- Competent in Microsoft Office programs
- Competent in Salesforce and HubSpot CRM's
- Competent in Smartsheet
- General Office IT skills
- Expert in Customer Services
- Experienced in Sales
- Professional telephone manner
- Self-motivated
- Valuable organisational and communication skills
- Excellent work ethic
- Deploy Confidence and diplomacy at all times
- Dependable
- Reliable
- Friendly nature
Accomplishments
AMTRA RSQP, Achieved Grade 6 Piano, Cello and Singing and Grade 5 theory
BHS Stage III and PTT
Certification
Full, Clean, UK Driving licence, AMTRA RSQP
Affiliations
- Milking Cows
- General Farm Work on our Home Farm
- Riding and Breeding Horses
- Working and Breeding Golden Retrievers,
References
References available upon request.
Timeline
Customer and Sales Support
IDEXX BioAnalytics
2021.02 - Current
Wholesale and Customer Experience Manager
ElleVance Sciences
2020.01 - 2020.10
Internal Sales Account Manager
IDEXX BioResearch
2018.01 - 2020.01
Self Employed Contractor
Idexx Laboratories
2013.12 - 2017.12
Veterinary Receptionist
Charter Vets
2010.03 - 2010.08
Assistant Product Manager
Mole Valley Farmers
2005.05 - 2009.02
A-Levels - Biology, English Literature & Language, IT
North Devon College
2001.04 -
GCSE -
Pilton Community College
2001.04 -
Bachelor of Science - Equine Science
Warwickshire College / Harper Adams University
Higher National Diploma - Equine Science
Warwickshire College / Harper Adams University