Amber Brown
Customer Service Representative
Carol Stream,IL
Summary
Multi-tasking Veterinary Receptionist known for being compassionate, professional and dependable. Skilled in customer service, record keeping and appointment scheduling. Pursuing a position where well-honed office skills will be appreciated.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative/Marketing and Social Media Coordinator
Cleveland Veterinary Clinic
South Elgin, IL
11.2012 - 05.2021
- Strategically planned, implemented and monitored client's social media content and campaigns using complex editorial calendar.
- Collaborated with sales, product management and web development teams to create specific marketing campaigns across multiple platforms.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Analyzed and reported social media and online marketing campaign results.
- Assessed content and tone for consistency to optimize social media accounts.
- Tracked and analyzed social media and online marketing initiatives.
- Created social media content with consistent content and tone.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Utilized social media marketing tools such as Facebook and Instagram.
- Wrote social media content to increase engagement with customers.
- Increased customer engagement through social media.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, Doctors and clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Entered data from pet records and office visits into computer system.
- Answered owner animal health questions and advised on best care practices.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
- Supported office staff and operational requirements with administrative tasks.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Completed patient referrals to other medical specialists.
- Referred and screened patients to make best use of resources, triage staff and serve community members.
- Helped patients complete necessary medical forms and documentation.
- Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
- Transcribed phone messages and relayed to appropriate personnel.
- Maintained current and accurate medical records for patients.
- Managed multi-line phone system and pleasantly greeted patients.
- Enhanced office productivity by handling high volume of callers per day.
- Responded to correspondence from insurance companies to verify patient's coverage.
Veterinary Receptionist/Assistant
Schaumburg Veterinary Hospital
Schaumburg , IL
09.2007 - 09.2011
- Triaged incoming patients to determine treatment needs and urgency of care.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Answered owner animal health questions and advised on best care practices.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Entered data from pet records and office visits into computer system.
- Cleaned and disinfected exam areas, surgical equipment and kennels to prevent diseases and control odors.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
- Enhanced office productivity by handling high volume of callers per day.
- Maintained current and accurate medical records for patients.
- Managed multi-line phone system and pleasantly greeted patients.
- Protected animals from care errors by maintaining clear and secure tags.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Documented animals' weight, size and condition in computer system for review by senior staff.
- Kept cages, kennels, play yards and grooming areas neat and clean.
- Reset procedure rooms between appointments and disinfected equipment.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Administered medications to animals in treatment and documented changes in condition.
- Implanted subcutaneous identification microchips into animals.
- Assisted senior staff with blood analyses and physical assessments.
- Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
- Maintained accurate pharmacy records and controlled drug, anesthesia and heartworm test logs.
Veterinary Assistant
Bartlett Animal Hospital
Bartlett, IL
08.2005 - 04.2007
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Assisted senior staff with blood analyses and physical assessments.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Cleaned and disinfected exam areas, surgical equipment and kennels to prevent diseases and control odors.
- Managed medical intervention and therapy for animals in collaboration with veterinarian.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Cleaned, sterilized and maintained kennels, operating rooms and surgical equipment.
- Collected and prepared specimens and samples for outside laboratory analysis.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
- Assisted veterinarian during immunologic, medical, surgical and diagnostic procedures.
- Educated clients on post-surgical care and nutrition.
- Administered medications to animals in treatment and documented changes in condition.
Education
High School Diploma -
Bartlett High School
Bartlett, IL 08.2001 - 05.2005
No Degree -
Elgin Community College
Elgin, IL 05.2001 -
Skills
Social media expert
undefinedTimeline
Customer Service Representative/Marketing and Social Media Coordinator
Cleveland Veterinary Clinic
11.2012 - 05.2021
Veterinary Receptionist/Assistant
Schaumburg Veterinary Hospital
09.2007 - 09.2011
Veterinary Assistant
Bartlett Animal Hospital
08.2005 - 04.2007
High School Diploma -
Bartlett High School
08.2001 - 05.2005
No Degree -
Elgin Community College
05.2001 -
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