AVIMARK
Aschley Ervin
CSR And CSR Supervisor
Leander,TX
Summary
Dynamic administrative office professional and leader with 10+ years of experience playing key role in attaining daily objectives and long-term goals across diverse office platforms. Excel in timely and accurate processing of accounts payable and receivable and applying advanced analytical acumen. Strongly committed to raising productivity and service quality via strategic planning and allocation of resources as well as implementation of process improvements. Team Player Skilled receptionist with superior communication, computer, client service support and organizational skills.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative Supervisor
VCA Lakeline Animal Hospital
Austin , TX
2016.01 - Current
- Actively monitoring reports to increase productivity/ revenue.
- Hire, train and supervise staff with implemented mentoring to ensure positive employee engagement and knowledge.
- Manage billing and resolve financial discrepancies effectively.
- Delegate tasks to CSR staff to organize and improve office efficiency.
- Developing highly-efficient CSR team through ongoing coaching and extended training.
- Maintaining customer satisfaction with forward-thinking strategies, focused on addressing client needs and resolving concerns.
- Oversee office inventory by monitoring, ordering to maintain sufficient products within hospital.
- Successfully enrolling 50%-75% of clients in wellness contracted plans to maintain 75% increase in client compliance for optimal patient care.
- Excelling in customer service to instilling client trust and confidence that their pet will always receive compassionate, gentle care.
- Establish workflow processes and implementing modifications to improve overall performance of front staff with clear communication.
- Manage master CSR schedule to ensure hospital needs are met.
- Monitoring front areas so that questions could be promptly addressed.
- Leading CSR team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Managed over 100 client calls per day; Last quarter increased revenue by 10% with available resources.
Receptionist
Firehall 4 Animal Hospital
Athens , GA
2013.07 - 2016.01
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients and updated client records.
- Scheduled and confirmed appointments and meetings for senior management team.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Greeted pet parents with warm welcome to ensure clients first impression was at its highest quality of customer service.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians and technicians.
Inbound Call Center Representative
GC Services Call Center
Fort Hood , TX
2012.02 - 2013.06
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Approved and terminated customer contracts upon request.
- Educated customers on company policies, fees and other important information regarding their bank account(s).
- Exhibited high energy and professionalism when dealing with clients and staff.
- Attended telephone skills and program information training sessions to boost aptitude.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Investigated and resolved client accounting concerns.
- Contacted clients to verify account information to maintain accuracy.
Education
Vet Tech Assistant Certification - Veterinary Technician Assistant
Animal Behavior College
Online 2012.04 - 2013.10
Some College (No Degree) - Dental Hygiene
Austin Community College, Austin, TX
Austin, TX 2010.08 - 2012.01
Skills
Self-Motivated
Software
WOOFWARE
MS Office
Timeline
Customer Service Representative Supervisor
VCA Lakeline Animal Hospital
2016.01 - Current
Receptionist
Firehall 4 Animal Hospital
2013.07 - 2016.01
Vet Tech Assistant Certification - Veterinary Technician Assistant
Animal Behavior College
2012.04 - 2013.10
Inbound Call Center Representative
GC Services Call Center
2012.02 - 2013.06
Some College (No Degree) - Dental Hygiene
Austin Community College, Austin, TX
2010.08 - 2012.01
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