Kaitlyn Baker

Client Success & Business Consulting

• Served as the primary relationship manager for a statewide portfolio that expanded from 60 to 255 client locations.
• Built trusted relationships with independently owned businesses, contributing to long-term client retention and contract renewals.
• Consulted with business owners to improve operations, increase revenue, and strengthen customer engagement.
• Resolved operational challenges while serving as the primary liaison between clients and internal departments.

Operations & Process Improvement

• Evaluated business performance and recommended operational improvements tailored to each location.
• Authored Standard Operating Procedures (SOPs) for restaurants, bars, grocery stores, convenience stores, and gaming establishments.
• Streamlined operational workflows and introduced best practices that improved consistency and efficiency.
• Assisted clients in implementing operational changes that supported long-term profitability.

Marketing & Revenue Growth

• Planned and executed local marketing campaigns, promotional events, and community outreach initiatives.
• Created print advertising, point-of-sale materials, and social media promotions.
• Developed the Customer Appreciation Days initiative, partnering with vendors and business owners to increase foot traffic, strengthen customer loyalty, and drive revenue.
• Coordinated trade shows, grand openings, and promotional events throughout Illinois.

Strategic Partnerships

• Connected complementary businesses to create mutually beneficial partnerships and additional revenue opportunities.
• Facilitated collaborative meetings and identified creative solutions that enhanced the customer experience.

Regulatory Compliance

• Coordinated licensing, permits, and renewals with municipalities and the State of Illinois.
• Supported clients through regulatory requirements and compliance processes.
• Conducted compliance evaluations related to age-verification and responsible gaming standards.

Leadership

• Trained and mentored new employees, providing guidance on operations, client relationships, and company procedures.
• Became a trusted resource for teammates seeking assistance with complex situations and operational challenges.
• Recognized repeatedly for leadership, initiative, and operational excellence.

PROFESSIONAL STRENGTHS

• Relationship Builder
• Strategic Thinker
• Revenue-Focused
• Independent Leader
• Excellent Communicator
• Business Problem Solver
• Adaptable
• Highly Organized
• Client Advocate
• Results Driven