Amber Souza

• Coached and mentored 27 veterinary technicians, enhancing telehealth service delivery for Chewy customers.
• Collaborated with cross-functional teams to streamline workflows and uphold clinical excellence.
• Utilized data-driven metrics to guide coaching, achieving KPIs and reducing attrition from 3.93% to 0.64%.
• Increased product recommendations from 64% to 96% through targeted training initiatives.
• Managed biannual vendor-sponsored continuing education events, ensuring superior execution and achieving an overall event rating of 4.89 stars, with unanimous positive feedback on organization.

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• Delivered remote veterinary triage and medical support via virtual chat platform, assisting nationwide pet owners.
• Provided accurate, empathetic advice and tailored product recommendations to meet KPIs in customer satisfaction.
• Exceeded efficiency benchmarks through effective communication and problem-solving with pet owners.

• Assisted with advanced diagnostic procedures, including Schirmer tear testing, tonometry, fluorescein staining, and slit-lamp biomicroscopy.
• Prepared and maintained sterile surgical fields for ophthalmic procedures such as enucleations, entropion/ectropion repair, cherry eye correction, and cataract surgery.
• Monitored anesthesia and patient vitals during delicate ocular surgeries, ensuring safety and rapid response to changes.
• Administered prescribed ophthalmic medications, including drops, ointments, and injections, per veterinarian direction.
• Educated clients on ocular diseases, medication administration, post-operative care, and follow-up protocols.
• Maintained ophthalmic instruments and equipment, ensuring calibration, cleanliness, and readiness.
• Documented patient assessments, treatments, and progress notes accurately in medical records.

• Supervised staff of 15+ employees in high-volume, multi-doctor veterinary practice.
• Trained team members on surgical protocols and patient care techniques.
• Streamlined surgical workflows to enhance efficiency and outcomes.
• Provided critical intraoperative and postoperative support during surgeries and exams.
• Educated clients on disease processes, medications, and home care practices.