Brianna Brookins
New Hill,NC
Summary
Level-headed Veterinary Receptionist and Tech/Manager growing back in my Certified Nursing Assistant position, dedicated to assisting nurses and physicians in carrying out treatments. Versatile and compassionate individual skillful in observing patient condition, assisting in carrying out tests and evaluations, and taking patient pulse, temperature, and blood pressure levels. Strong understanding of medical conditions, medications, and terminologies. Committed to providing outstanding care and support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Shiloh Animal Hospital
11.2020 - Current
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Created and implemented many new SOPs, and policies.
- Hired, reprimanded, and exited employees.
- Headed the Upset Client Department and mediated all issues between staff and clients.
- Engaged clients in person and over the phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Coordinated patient scheduling, check-in, check-out, and payments for billing.
- Entered data from pet records and office visits into the computer system.
- Processed medical insurance claims and payments.
- Maintained current and accurate medical records for patients.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Answered owner animal health questions and advised on best care practices.
- Printed prescription requests and queries in compliance with practice protocol.
- Helped patients complete necessary medical forms and documentation.
- Completed patient referrals to other medical specialists.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
Front Desk Receptionist
Massage Envy
12.2019 - 09.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
BDC Manager
Nissan
02.2019 - 12.2019
- Logged customer comments in dealer management system for follow-up.
- Posted appointments on internal board to notify sales department.
- Incorporated scripts to encourage uniform communication when scheduling sales and service appointments.
- Managed and conducted outbound calling and texting campaigns to attract business and meet objectives.
- Helped team achieve goals to boost sales and build morale.
- Confirmed scheduled appointments to reduce chances of potential buyer no shows.
Barn Manager
High Standards
08.2018 - 09.2019
- Monitored overall health and well-being of 25+ horses, paying attention to signs of concern.
- Scheduled veterinary appointments for vaccinations and other wellness needs to maintain up-to-date records on horse immunizations.
- Trained and supervised 4 barn workers in animal care procedures, maintenance duties and safety precautions.
- Developed and maintained improved practices in feeding, housing and sanitation to prevent spreading of disease.
- Created and distributed marketing materials and email campaigns to promote special events and horse shows.
Director of Sales
Ford
08.2018 - 02.2019
- Managed team of sales representatives, providing guidance, coaching and support.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Connected with prospects through trade shows, cold calling and local-area networking.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Worked closely with product teams to understand customer needs and requirements.
Education
High School Diploma -
Hillside High School
Durham, NCNo Degree - Certified Nursing Assistant
Wake Technical Community College
Raleigh, NCAssociate of Science - Physician Assistant
Durham Technical Community College
Durham, NC05.2025
Skills
- Client & Patient Support
- Database Management
- Escalation Management
- Work Prioritization
- Multitasking and Organization
- Client Education
- Medical History & Transcription
- Critical Thinking
Certification
- CNA - Certified Nurse Assistant
Timeline
Lead Customer Service Representative
Shiloh Animal Hospital
11.2020 - Current
Front Desk Receptionist
Massage Envy
12.2019 - 09.2020
BDC Manager
Nissan
02.2019 - 12.2019
Barn Manager
High Standards
08.2018 - 09.2019
Director of Sales
Ford
08.2018 - 02.2019
High School Diploma -
Hillside High School
No Degree - Certified Nursing Assistant
Wake Technical Community College
Associate of Science - Physician Assistant
Durham Technical Community College
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