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Skills

  • Operational improvement
  • Animal grooming tools
  • Overseeing the use of chemicals
  • Escalation management
  • Canine Psychology
  • Budgets
  • Monitoring disease status
  • Obedience training
  • Provide veterinary consultation
  • Conflict resolution

Work Experiences

  • Advocated for other community-based providers and resources, as well as other benefits, housing, vocation training, and employment opportunities, and acted as a liaison with them.
  • Completed sales, processed payments, and made delivery arrangements.
  • Interacted with team members from various departments to research and resolve customer issues.
  • Oversaw the development and implementation of a fish health strategy and led the charge.
  • Looked after a variety of animals, from rodents to exotic birds.
  • Used diagnostic equipment like radiographic and ultrasound machines and interpreted the images they produced.
  • Assisted with disease management and mitigation as a veterinary technician.
  • Followed up with clients, mailed out applications, and answered incoming calls to provide excellent customer service.
  • Weighed and examined animals while also keeping track of data in files.
  • Responded to all client inquiries and asked pertinent questions to help resolve the situation.

Summaries

  • Dedicated veterinarian with experience in routine and emergency animal health care in rural areas.
  • Recent metric graduate with significant accomplishments in stakeholder engagement.
  • Exceptional at assisting clients in locating and obtaining available benefits, as well as social and community services.
  • Offering project management and client relations expertise derived from volunteer animal care experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in data analysis and risk assessment backed up by Healthcare training.
  • Client Care Specialist is a multi-talented Client Care Specialist who is consistently rewarded for planning and operational improvements.
  • Licensed veterinary technician in Massachusetts and team player with experience and knowledge in a variety of animal care settings.
  • Detail-oriented Client Care Specialist with experience in planning, managing and coordinating corporate events.
  • Through education and effective animal population management, compassionate veterinarian dedicated to promoting the humane treatment of animals while maintaining public health and safety.

Accomplishments

  • Named the “Innovation Award of the Year” by the HSMVA in 2020.
  • Facilitated client retention by creating customized solutions resulting in a 29% increase in renewals within several months.
  • Documented and resolved category which led to program.
  • Facilitated onboarding and mentoring programs, reducing ramp-up time for new hires by 60% and ensuring team readiness.
  • Collaborated with team of 11 in the development of initiative.
  • Engaged in multilingual customer support (standard, framework), improving international client satisfaction and reducing churn.
  • Delivered quarterly workshops aimed at improving both client and team performance, achieving a 36% increase in NPS.
  • Awarded with process in 2016.
  • Drove improvements to process improvement through program.
  • Honored as Excellence Award based on framework.

Affiliations

  • Toastmasters
  • National Customer Service Association (NCSA)
  • Customer Service Institute of America (CSIA)
  • Institute for Client Retention and Feedback (ICRF)
  • National Association of Social Workers
  • Women in Customer Experience (WinCX)
  • Global Customer Care Association (GCCA)
  • National Association of Client Relations (NACR)
  • Interactive Customer and Service Support Federation (ICSSF)
  • Project Management Institute

Certifications

  • CompTIA A+ Technician
  • Introduction to GDPR and Compliance for Client Care Summit Group
  • ITIL 4 Foundation Certification
  • Customer Service Skills for Success Certification Northwind
  • Cisco Certified Network Associate (CCNA)
  • ISO 10002 Lead Auditor (Customer Satisfaction Management Systems)
  • Certified Professional in Handling Customer Complaints
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certificate in Customer-Centric Business Development
  • Certified Business Analysis Professional (CBAP)

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