ALAINA HERNANDEZ
Burleson,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Office Manager
Imperial Marble of Texas
08.2022 - Current
- Maintained computer and physical filing systems
- Created, maintained, and updated filing systems for paper and electronic documents
- Updated reports, managed accounts, and generated reports for company database
- Oversaw office inventory activities by ordering, requisitioning, stocking, and shipment receiving
- Developed and maintained successful relationships with vendors, suppliers, and contractors
- Managed office operations while scheduling appointments
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel
- Managed compliance to keep organization operating within legal and regulatory guidelines
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Implemented new software tools for streamlined project management, increasing efficiency in task completion across teams.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Veterinary Receptionist
Family Pet Clinic
02.2020 - 08.2022
- Coordinated patient scheduling, check-in, check-out, and payments for billing
- Efficient with Avimark
- Managed multi-line phone system and pleasantly greeted patients
- Entered data from pet records and office visits into computer system
- Organized paperwork such as charts and reports for office and patient needs
- Maintained current and accurate medical records for patients
- Triaged incoming patients to determine treatment needs and urgency of care
- Answered owner animal health questions and advised on best care practices
- Increased accuracy of medical records by diligently updating patient information during each visit.
- Contributed to positive work environment through excellent teamwork and collaboration with staff members.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Coordinated special events such as vaccination clinics or educational seminars, promoting community engagement with the veterinary practice.
- Demonstrated commitment to ongoing professional development by attending relevant training sessions and seminars, staying current on industry best practices.
- Helped pet parents complete necessary medical forms and documentation
- Greeted and interacted with patients to provide information, answer questions, and assist with appointment scheduling.
- Streamlined office operations for increased efficiency by organizing files and maintaining a clean reception area.
- Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
Assistant Manager of Adoptions
The Humane Society of North Texas
09.2018 - 02.2020
- Supervised day-to-day operations to meet performance, quality, and service expectations
- Mentored and evaluated staff, enabling them to enhance professional development and accountability in the workplace
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Offered hands-on assistance to customer's inquiries and complaints, while maintaining exceptional customer service
- Created staff schedules and delegated assignments to meet coverage and service demands
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Oversaw inventory, ordered new supplies, and maintained optimal storage to meet expected needs
- Coordinated adoption events.
Media Representative
The Humane Society of North Texas
06.2018 - 02.2020
- Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications
- Worked alongside NBC 5 and CBS 11 news for live interviews to market events, animals in our care and advertise adoption specials
- Increased customer engagement through social media following and shares by 65%
- Monitored online presence of company's brand to engage with users and strengthen customer relationships
- Developed marketing content such as blogs, promotional materials, and advertisements for social media
- Collaborated with team members to develop creative campaigns for social media platforms
- Engaged, educated, and befriended customers to deliver amazing shopping experience
- Communicated pet adoption information with confidence and educated consumers about company.
- Developed successful media campaigns for clients, leading to enhanced brand recognition and market presence.
- Analyzed market trends to identify new opportunities, adjusting marketing plans accordingly for maximum effectiveness.
- Enhanced company reputation through successful public relations initiatives and positive media coverage.
- Managed budgets, allocating funds strategically towards high-impact initiatives that supported overall business goals.
Adoption Counselor
The Humane Society of North Texas
02.2017 - 02.2020
- Documented data and completed accurate updates to case records
- Kept animals healthy and socialized by providing regular exercises and walks
- Provided companionship and comfort to animals in need of extra love and attention
- Cleaned and sanitized cages and living areas to promote health and wellbeing
- Assisted with adoption process by providing information about animals to potential adopters
- Washed, trimmed, and brushed animals to maintain good grooming standards
- Helped with intake of newly surrendered animals, providing food, water, and medical attention
- Provided excellent customer service to visitors, promptly answering questions to enhance satisfaction
- Maintained detailed records of animal care and feeding schedules to track animal care and history
- Conducted adoption events to place shelter and foster animals into permanent homes and promote responsible pet ownership
- Monitored animals for behavioral problems and signs of health issues
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets
- Prepared and administered medications and treatments as prescribed by veterinarian
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases
- Reset procedure rooms between appointments and disinfected equipment.
Receptionist
The Ritz Salon and Spa
01.2014 - 10.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Confirmed appointments, communicated with clients, and updated client records
- Kept reception area clean and neat to give visitors positive first impression
- Answered phone promptly and directed incoming calls to correct personnel
- Handled cash transactions and maintained sales and payments records accurately
- Organized, maintained, and updated client information in computer databases
- Sorted, received, and distributed mail correspondence
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Boosted customer retention rates with exceptional service and rapport-building skills.
- Managed high call volumes, maintaining professionalism under pressure while providing accurate information.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
Education
North Crowley High School
Fort Worth, TX06.2015
Skills
- Communication
- Time Management
- Staff Recruiting
- Customer Interaction
- Medical Information Software
- Veterinary Terminology
- Patient Data Processing
- Organization
- Detail Oriented
- Office Administration
- Medical Records Management
- Office Supplies and Inventory
- Animal Diagnostics
- Vaccination Administration
- Surgical Procedure Support
- Lab Operations
- Animal Vaccinations
- Decision Making
- Problem Solving
- Anesthesia
- Customer Service
- Staff Management
- Inventory Control
- Bookkeeping
- Office Management
- Billing
- Data Entry
- Administrative Support
- Financial Accounting
- Scheduling and Calendar Management
- Strategic Planning
- Excellent Multi-Tasking Ability
- Employee Training
- Policy and Procedure Modification
- Credit and Collections
- Customer Relations
- Human Resources
- Workflow Optimization
- Conflict Resolution
- Project Coordination
- Effective Communication
- Software Proficiency
- Budget Management
- Brand Management
- Technical Support
- Clerical Support
- Multi-Line Telephone Systems
- Data Inputting
- Calendar Management
- Product Upselling
- Customer Relationship Management
- Documentation and Reporting
Certification
Certified Euthanasia Technician, 05/2018, 05/2021
Timeline
Office Manager
Imperial Marble of Texas
08.2022 - Current
Veterinary Receptionist
Family Pet Clinic
02.2020 - 08.2022
Assistant Manager of Adoptions
The Humane Society of North Texas
09.2018 - 02.2020
Media Representative
The Humane Society of North Texas
06.2018 - 02.2020
Adoption Counselor
The Humane Society of North Texas
02.2017 - 02.2020
Receptionist
The Ritz Salon and Spa
01.2014 - 10.2016
North Crowley High School
Certified Euthanasia Technician, 05/2018, 05/2021
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