Gav***ody

Leadership, Strategic Planning, Business Development, Change Management

CEO & Co-Founder at Felix&Fido

• Location: Seattle, WA
• Duration: 2022-07 to Present
• Description: Raised VC funding to build next-generation, AI-powered veterinary care. Leveraged personal (son of two vets) and operational background to open state-of-the-art hospital in Issaquah, WA and nearby Neighborhood Clinic. Developed novel, tech-forward Nurse-Led Appointment model to address the shortage of veterinarians and drive industry-leading profitability. Drove revenue of $1.5M in first 18 months of opening (3x industry average) leveraging an innovative marketing strategy. Sold to PE firm in February 2025.

President, Elite Insurance Group at Porch

• Location: Seattle, Washington, United States
• Duration: 2018-09 to 2022-06
• Description: Hired by CEO to build sales and operations teams across the rapidly growing Moving Services division of Porch. Led the initiative to scale our remote, contractor-based workforce from 150 to 800 team members in 1.5 years. Built two businesses from the ground up (lead qualification team and retail insurance agency) while owning a $21M P&L. Led the build-out of our InsurTech division, the major growth driver behind Porch’s IPO at the end of 2020.

Vice President, Operations at A Place for Mom

• Location: Greater Seattle Area
• Duration: 2013-10 to 2018-03
• Description: Hired by CEO to drive scale at A Place For Mom, a private equity-owned senior living referral service. Supported revenue growth of 3x and profit acceleration, leading to a highly successful liquidity event. Operations Strategy: • Drove strategy, plan, and execution of transition from a Seattle-based call center model to a scalable, resilient, multi-vendor model with over 400 work-from-home agents. • Led technology infrastructure initiative to migrate from 14 year old legacy CRM to scalable system, paving the way for expansion into adjacent senior services. Process and Customer Experience Transformation: • Dramatically reduced cost-per-call by 800% ($2.50 to $0.50) while improving customer experience (12% increase in lead sent-to-field rate). • Implemented and leveraged cloud-based telephony platform (Five9) to drive 9x improvement in process efficiency of re-engaging stale leads. • Built workforce management organization, processes, and metrics to reduce inbound call abandon rate from 5% to 1%. APFM is the nation's largest senior living and eldercare referral service. Since the company’s founding in 2000, APFM has helped more than 200,000 families find senior housing for their loved ones. Working with nearly 20,000 senior housing properties across the US and Canada, the company has 400 Senior Living Advisors (full time, work-from-home company employees) who provide personalized, expert, and local service to families in need of assistance in a very emotional time. APFM is paid a referral fee by senior housing properties who use our service and so the help we provide to families and seniors is offered to them at no charge. The company works with families and seniors in all aspects of senior housing, including: assisted living, Alzheimer’s care, memory care, independent living, nursing homes and home care.

Senior Director, Global Customer Service at Egencia, an Expedia Inc. company

• Location: Bellevue, WA
• Duration: 2010-02 to 2013-10
• Description: Drove significant organizational and process changes within two core teams for Expedia’s corporate travel brand. Responsible for a 450-person global team and a $35 million budget. Change Management: • Hired to turnaround underperforming implementations team. Created new processes and methodologies to quickly onboard new customers, ultimately leading to substantial reduction in customer churn and more profitable performance. Organizational Restructuring: • Promoted after only one year to Senior Director to lead poorly-performing 450-person customer service organization. Managed $35M budget while overhauling mix of insource/outsource call centers, substantially restructured management team, and introduced new technologies (Avaya, Aspect, NICE, Adobe, Tableau, intelligent IVR) to improve customer/agent experience. • Reduced department cost by 4% while handling an 11% increase in transactions, reduced agent annual attrition from 80% to 8%, and moved workforce from 25% to 75% work-from-home.

Consultant at McKinsey & Company

• Location:
• Duration: 2007-08 to 2010-02
• Description: Engaged in multiple projects in the Aerospace, High Tech, Industrial, and Healthcare sectors. Functional experience in Lean Service Operations, Organizational Design, and due diligence projects. Process Engineering: • Developed step-by-step operating model for an aerospace client to standardize roles, promote collaboration, and improve efficiency/effectiveness of globally-distributed aero design. Financial Management: • Designed robust set of tools for a mining client to increase transparency into costs and align organization on methods to meet budget.