Ashley Burns
Richland
Summary
Dynamic customer service professional with extensive experience at Banfield Pet Hospital, excelling in conflict resolution and active listening. Proven track record of enhancing customer loyalty through empathetic complaint handling and effective communication. Skilled in record keeping and training development, consistently improving team performance and client satisfaction.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Banfield Pet Hospital
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exhibited high energy and professionalism when dealing with clients and staff.
Client Service Representative
VCA Meadow Hills Animal Hospital/AMC
11.2022 - 09.2024
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Updated spreadsheets and databases to track, analyze, and report on performance and pet health.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Kennel Technician Supervisor
VCA Airline Animal Hospital
10.2016 - 06.2018
- Developed comprehensive recordkeeping systems to track animal medical history, dietary needs, and behavioral patterns accurately over time.
- Conducted regular evaluations of kennel technician performance, providing constructive feedback and offering professional development opportunities as needed.
- Built strong relationships with local vendors to secure discounts on essential supplies, reducing overall operating costs for the facility.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours or special events.
- Participated in community outreach events to promote responsible pet ownership and raise awareness about available services at our facility.
- Enhanced animal care by conducting regular health checks and administering necessary medications.
- Assisted in managing inventory and ordering supplies, maintaining adequate stock levels for efficient operations.
- Addressed any behavioral issues among animals through targeted training interventions while collaborating with behavior specialists when needed.
- Implemented preventative measures against common diseases within the kennel environment by establishing strict vaccination and quarantine protocols.
- Improved kennel efficiency by implementing new cleaning and maintenance protocols.
- Maintained a safe and healthy environment for animals through diligent sanitation practices and facility upkeep.
- Trained new kennel technicians on best practices, ensuring consistent quality of care across the team.
- Collaborated with the veterinary team to ensure proper medical care for all animals in the facility.
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
- Prepared and administered medications and treatments as prescribed by veterinarian.
Education
High School Diploma -
Centennial High School
Gresham, OR06-2001
Skills
- Customer service, Active listening, Product knowledge, Call management
- Record keeping, Office administration, Data entry
- Training development, Process improvement
- Critical thinking, Professional communication
- Problem resolution, Complaint handling, De-escalation techniques
- Appointment scheduling, Paperwork processing, Documentation, Filing, Payment processing
- Customer education
Timeline
Customer Service Representative
Banfield Pet Hospital
09.2024 - Current
Client Service Representative
VCA Meadow Hills Animal Hospital/AMC
11.2022 - 09.2024
Kennel Technician Supervisor
VCA Airline Animal Hospital
10.2016 - 06.2018
High School Diploma -
Centennial High School
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