Amie Whetzel
Pomona Park,FL
Summary
Client services professional with background in managing client relationships and leading service teams to achieve results. Known for fostering collaborative environments and driving team success through effective communication and adaptability. Strong skills in problem resolution and customer relationship management, ensuring consistent client satisfaction and retention.
Overview
18
18
years of professional experience
Work History
Client Services Lead
IQVIA Biotech
03.2023 - Current
- Developed strong relationships with key clients, resulting in increased retention rates and referrals.
- Initiated process improvements across various operational aspects within the department, driving better results through enhanced efficiency.
- Enhanced client satisfaction by promptly addressing concerns and resolving issues.
- Created customized solutions for clients based on their unique requirements, leading to increased trust in our ability to deliver.
- Maintained accurate records of all client interactions, facilitating seamless hand-offs between team members when needed.
- Reduced customer complaints by implementing effective resolution strategies tailored to individual client needs.
- Streamlined communication between departments for improved efficiency and service delivery.
Client Service Coordinator/Veterinary Assistant
Banfield Pet Hospital
10.2010 - 03.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Adapted quickly to changes in company policies and procedures, ensuring continued adherence to best practices and compliance requirements.
- Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
- Administered medications to animals in treatment and documented changes in condition.
- Improved client relations through effective communication and education on pet health needs.
- Provided customer support to clients, answering questions and addressing concerns.
Practice Manager
Banfield Pet Hospital
09.2015 - 03.2020
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the mission and values of the practice.
- Oversaw accounting, budgeting, and financial reporting.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Boosted staff morale by offering constructive feedback and specific direction.
- Improved practice revenue through effective financial management and strategic cost reductions.
Office Manager
Seminole Animal Hospital
01.2015 - 09.2015
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
Administrative Assistant
R. Hayden Smith Funeral Home
12.2009 - 09.2010
- Assisted funeral director in all aspects of funeral services, including preparation and setup of viewing rooms, chapels, and reception areas.
- Managed logistics for transportation of deceased individuals, ensuring timely arrival at the designated location.
- Collaborated with funeral home staff to coordinate memorial services, ensuring smooth execution from start to finish.
- Prepared documentation such as death certificates, permits, and burial authorizations in compliance with legal requirements.
- Assisted in the coordination of processions from the funeral home to the cemetery or crematorium.
- Handled administrative tasks including answering phone calls, scheduling appointments, and managing correspondence with clients.
- Ensured proper handling and care of deceased individuals throughout their time at the funeral home premises.
- Supported grieving families by providing information on available resources such as grief counseling or support groups.
- Coordinated with clergy members or celebrants to facilitate religious or non-religious ceremonies according to family preferences.
- Provided guidance to families on available options for burial or cremation services based on their preferences and budget.
General Manager
Sans Souci Motel
06.2006 - 09.2010
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
Education
Bachelor of Arts - Psychology
University of Virginia
CharlottesvilleSkills
- Effective problem solving
- Exceptional communication
- Cross-functional coordination
- Strong leadership
- Reliability
- Team collaboration
- Self motivation
- Conflict Resolution
Timeline
Client Services Lead
IQVIA Biotech
03.2023 - Current
Practice Manager
Banfield Pet Hospital
09.2015 - 03.2020
Office Manager
Seminole Animal Hospital
01.2015 - 09.2015
Client Service Coordinator/Veterinary Assistant
Banfield Pet Hospital
10.2010 - 03.2023
Administrative Assistant
R. Hayden Smith Funeral Home
12.2009 - 09.2010
General Manager
Sans Souci Motel
06.2006 - 09.2010
Bachelor of Arts - Psychology
University of Virginia
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