Bianca van Wyk
Garland,TX
Summary
Dedicated and compassionate small animal veterinarian with over 8 years of experience providing high-quality medical care to companion animals. Proficient in a broad range of veterinary services, including diagnostics, surgery, dentistry, and preventative care. Adept at building strong relationships with pet owners, delivering clear communication, and educating clients on pet health and wellness. Experienced in managing complex medical cases, with a commitment to continuous learning and professional development. Proven ability to work collaboratively with veterinary teams to ensure the best outcomes for patients. Passionate about animal welfare and dedicated to enhancing the quality of life for pets through compassionate and skilled veterinary care.
Overview
7
7
years of professional experience
Work History
Director of Customer Success
SignalPET
Dallas, TX
05.2023 - Current
- Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
- Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support.
- Reduced churn rate by proactively identifying at-risk accounts and implementing tailored solutions.
- Championed a customer-centric approach within the organization, driving culture shifts towards prioritizing client needs above all else.
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
- Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
- Created effective customer feedback channels that enabled real-time adjustments to services or products offered based on input received from users.
- Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
- Developed and maintained long-term client relationships for increased retention and revenue growth.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Success Manager
SignalPET
Johannesburg, South Africa
12.2022 - 05.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Veterinarian
SignalPet
Johannesburg
09.2021 - 12.2022
- Management of international accounts within the company
- Development of training skills of veterinarians
- Development of training materials within the company scope
- Client communication and billing management
- Veterinary medical interpretation and education.
Veterinarian
SignalPet
Johannesburg
07.2020 - 09.2021
- Interpretation and reporting on clinical veterinary radiographs.
Veterinarian
Locum
Johannesburg (Various)
07.2019 - 06.2020
- Liaised with pet owners, asking appropriate questions and listening carefully to understand symptoms and explain treatment options
- Educated clients and public on animal health, treatment protocols and general procedures
- Completed full assessments of small animals, averaging 25 per shift
- Aided and supported owners during end-stage pet illnesses, delivering comfort, compassion, and kind words
- Explained disease and condition diagnoses, prognoses and treatment options to pet and animal owners to provide information for decision-making concerning care
- Conducted complex and simple surgeries on small animals including enterotomies, tumor removal and dental procedures.
Veterinarian
Malmesbury Animal Hospital
Western Cape
01.2018 - 06.2019
- Practiced large animal veterinary services for dairy and beef farm operations, and cattle and sheep breeding businesses
- Explained disease and condition diagnoses, prognoses and treatment options to pet and animal owners to provide information for decision-making concerning care
- Performed orthopedic surgeries including external fixators, extracapsular fixation techniques for cranial cruciate ligament rupture and femur head and next ostectomies and monitored recovery processes including physical therapy
- Treated wide array of small animals for disease and injuries and provided preventive health care treatments such as vaccinations, parasite prophylaxis and nutrition options
- Prescribed medications for conditions after speaking with and listening to pet owners, reviewing health history and observing symptoms
- Conducted complex and simple surgeries on small animals including enterotomies, third eyelid protrusion repairs, eye enucleations, conjunctival flaps and othaematoma procedures
- Conducted complex and simple surgeries on large animals including eye enucleations, abomasopexy for LDA and dehorning procedures
- Performed imaging with ultrasound and x-ray and interpreted results
- Inoculated animals against various diseases such as rabies and distemper
- Administered anesthetics before surgery and monitored effects prior to surgery
- Advise farm owners on sanitation, feeding and general care to promote animal health
- Supervised inventory management and placed medication orders to always ensure adequate supplies
- Completed full assessments of small animals, averaging 15 per shift.
Veterinarian
Longacres Animal Hospital
Langebaan, Western Cape
01.2017 - 12.2017
- Treated wide array of small animals for disease and injuries and provided preventive health care treatments such as vaccinations, parasite prophylaxis and nutrition options
- Explained disease and condition diagnoses, prognoses and treatment options to pet and animal owners to provide information for decision-making concerning care
- Interacted with clients regarding animal health, education on treatment protocols and general procedures
- Provided animal health education to pet owners through community classes and outreach programs
- Included mass sterilization projects daily in corporation with vaccination, deworming and education projects.
Veterinarian
Locum
Vredenburg, Western Cape
01.2017 - 12.2017
- Liaised with pet owners, asking appropriate questions and listening carefully to understand symptoms and explain treatment options
- Educated clients and public on animal health, treatment protocols and general procedures
- Completed full assessments of small animals, averaging 25 per shift
- Provided assistance and support to owners during end-stage pet illnesses, delivering comfort, compassion and kind words
- Explained disease and condition diagnoses, prognoses and treatment options to pet and animal owners to provide information for decision-making concerning care
- Conducted complex and simple surgeries on small animals including enterotomies, tumor removal and dental procedures.
Education
Short Course in Non-Radiological diagnostic imaging of the horse -
University of Pretoria
01.2017
Bachelor of Science, Veterinary Sciences -
University of Pretoria
01.2016
Bachelor of Science, Animal Sciences -
University of Pretoria
01.2011
High School Diploma -
Afrikaanse Hoër Meisieskool Pretoria
01.2008
Skills
- Patient relationship management
- Small and large animal diagnosis
- Collecting specimens for analysis
- Performing ultrasounds
- Caesarian sections in both small and large animals
- Anesthesia administration and monitoring
- Spay and neuter surgeries in small animals, with castration of equines, alpacas, bulls and sheep
- Setting fractures, with internal and external fixation methods
- Performing surgeries, both soft tissue and orthopedic, in both small and larger animals
- Animal dentistry
- Maintain controlled drug inventory
- X-ray equipment handling and interpretation of radiographs
- Pregnancy diagnoses in small animals, cattle and sheep
- Routine physical exams
- Client Advocacy
- Customer Segmentation
- Customer Support
- Data-driven decision-making
- CRM Integration
- Campaign Management
- Customer Service
- Team Leadership
- Decision-Making
- Professional and Courteous
- Managing Operations and Efficiency
- Customer Relationship Management
- Goal Setting
- Schedule Management
References
- Longacres Animal Hospital, Dr Derette Kotze, 0793569396
- Longacres Animal Hospital, Allen Gericke, 0794063584
- Wesland Animal Hospital, Dr Marlise van der Westhuizen, 0764032222
- Wesland Animal Hospital, Margaretha Esterhuyse, 0827846717
- Malmesbury Animal Hospital, Dr Andries Lesch, 0662009275
Languages
Afrikaans
Native or Bilingual
English
Native or Bilingual
Timeline
Director of Customer Success
SignalPET
05.2023 - Current
Customer Success Manager
SignalPET
12.2022 - 05.2023
Veterinarian
SignalPet
09.2021 - 12.2022
Veterinarian
SignalPet
07.2020 - 09.2021
Veterinarian
Locum
07.2019 - 06.2020
Veterinarian
Malmesbury Animal Hospital
01.2018 - 06.2019
Veterinarian
Longacres Animal Hospital
01.2017 - 12.2017
Veterinarian
Locum
01.2017 - 12.2017
Short Course in Non-Radiological diagnostic imaging of the horse -
University of Pretoria
Bachelor of Science, Veterinary Sciences -
University of Pretoria
Bachelor of Science, Animal Sciences -
University of Pretoria
High School Diploma -
Afrikaanse Hoër Meisieskool Pretoria