Andrea Lewis

• First point of contact at busy referral clinic providing comprehensive and compassionate information about services
• Created new time-saving electronic referral and medical records system
• Provided stellar communication flow with doctors and clients, aiding in highest level of patient care
• Expeditiously obtained necessary medical records to ensure precise attention to patient surgeries
• Reviewed, prioritized, and logged referrals
• Strategically booked appointments considering daily and weekly schedule and doctor surgical skills
• Directed front desk staff
• Trained new front desk staff
• Initiated regular front staff meetings to assess and improve communications and systems
• Emphasized and prioritized compassion towards clients and patients
• Dealt with administrative systems and clinic needs
• Assisted veterinarians during physical exams and intubation
• Provided satisfying results for client conflicts and concerns
• Coordinated staffing needs with clinic manager and head RVT
• Monthly billing

• Communicated confidently and compassionately with clients calling for emergencies, appointments, and general inquiries
• Aptly handled multiple calls and pressing tasks with prioritization, communicating vital information to respective department staff in timely manner
• Received and processed new referrals
• Responsible for scheduling, data, medical records, and insurance claim processing
• Used quick and practical judgement when receiving emergency information via phone or client walk-ins, providing immediate attention to patients
• Kept reception and front-of-house areas clean and orderly

FRONT DESK RECEPTION, CUSTOMER SERVICE, 2015-2017

• Managed and prioritized 100+ daily calls, emails, and visitors, providing exceptional communication
• Adoption application review and approval
• Improved office systems and important documentation used by staff and volunteers to aid in effective productivity
• Established daily summary reports to provide consistent information flow among staff, allowing immediate and efficient performance
• Trained new staff
• Assisted RVT with animal intake; administered vaccines and medication
• Conducted new volunteer orientation presentations
• Promoted and marketed adoptable animals through creatively written biographies, photos, videos, and attractive signage

RELIEF MANAGER 2013-2105

• Directed, supported, and motivated team of up to 60 staff and volunteers
• Conducted productive daily staff meetings to assess operations, implementing improved animal welfare and customer service solutions
• Staff scheduling
• Made difficult and timely decisions relating to medical needs
• Prompt, tactful, and agreeable dealings of staff and public inquiries, concerns, or grievances
• Achieved branch fundraising and adoption success through community relations, outreach, social media
• Remained within monthly budgets through careful assessment and negotiations with required services

ANIMAL CARE ATTENDANT 2011-2015

• Responsible for daily care of up to 50+ shelter animals
• Improved office systems and important documentation used by staff and volunteers to aid in effective productivity and animal welfare
• Created and initiated weekly animal reports that provided consistent care of shelter animals
• Designed and implemented useful coding tool for varying experience volunteers to ensure safe and proper handling of animals
• Coordinated, supervised, and trained new volunteers and staff
• Performed physical intakes, administered medications and vaccinations
• Provided positive and supportive adoption counseling, application assessment, post adoption follow up and behavioral support
• Performed DTA IV assessment test on new dogs, determining temperament and predictive behaviors; developed individualized recommendations
• Part of collaborative team responsible for organizing and managing intakes of unpredicted large scale animal cruelty seizures requiring immediate action, creative solutions