Amanda Ortiz
Chicago,IL
Summary
Proven multi-tasker and adaptive team player, excelled at Mission Veterinary Partners by enhancing customer satisfaction and streamlining data entry processes. Skilled in complaint resolution and office equipment, I boosted retention and efficiency, achieving a significant improvement in client service quality.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Mission Veterinary Partners
02.2016 - Current
- Responded to customer requests for products, services, and company information.
- Cross-trained and provided backup support for organizational leadership.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and wiping down surfaces.
- Followed up with customers about resolved issues to maintain a high standard of customer service.
- Collected and returned unpurchased or returned items to the correct shelf locations and arranged displays to promote sales.
- Educated customers about billing, payment processing, and support policies and procedures.
- Monitored the cash drawer in the checkout station and maintained adequate cash supply.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies, and services.
- Bolstered customer retention by offering unique discount options and inspiring interest in new product lines.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Patient Care Coordinator
Mission Veterinary Partners
02.2016 - Current
- Delivered excellent patient experiences and direct care.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided excellent customer service to patients and medical staff.
- Resolved customer complaints using established follow-up procedures.
- Facilitated communication between patients and various departments and staff.
- Delivered support to medical staff in the completion of patient paperwork.
- Trained new staff on filing, phone etiquette, and other office duties.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard the confidentiality of patient records.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Answered incoming calls, scheduled appointments, and filed medical records.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Greeted and assisted patients with check-in procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Veterinary Assistant
Mission Veterinary Partners
02.2016 - Current
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Assisted with euthanasia procedures humanely and compassionately to minimize suffering.
- Provided customer support to clients, answering questions and addressing concerns.
- Administered injections, oral medications, and topically applied medications prescribed by the veterinarian.
- Followed safety protocols for handling animals.
- Kept detailed records of animal treatments and medications.
- Prepared diets and feedings according to instructions.
- Restrained animals for examination and treatment.
- Assisted in the examination and treatment of animals in the veterinary clinic.
Pharmacy Technician Trainee
Mission Veterinary Partners
02.2016 - Current
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Reviewed and verified customer information and insurance provider information.
- Collected co-payments or full payments from customers.
- Communicated with patients to collect information about prescriptions and medical conditions.
- Counted, and measured medications following standard procedures.
- Answered incoming phone calls and addressed questions from customers.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Prepared packaging and labels for prescriptions, verifying the accuracy of dosage, side effects, interactions, and refill instructions.
- Performed various pharmacy operational activities with a strong commitment to accuracy, efficiency, and service quality.
Education
GED -
City Colleges of Chicago - Wilbur Wright College
Chicago, IL11-2011
Skills
- Data Collection and Entry
- Complaint Resolution
- Paperwork Processing
- Inbound and Outbound Calling
- Account Updating and Management
- Appointment Scheduling
- Positive, Professional, and Courteous
- Multi-Task Management and Prioritization
- Adaptive Team Player
- Office Equipment Proficiency
- Money Handling Abilities
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Customer Service Representative
Mission Veterinary Partners
02.2016 - Current
Patient Care Coordinator
Mission Veterinary Partners
02.2016 - Current
Veterinary Assistant
Mission Veterinary Partners
02.2016 - Current
Pharmacy Technician Trainee
Mission Veterinary Partners
02.2016 - Current
GED -
City Colleges of Chicago - Wilbur Wright College
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