Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Affiliations
Certification
References
Work Availability
Work Preference
Timeline
Hi, I’m

Brianna Ponticelli

Supervisor/Lead Veterinary Receptionist
Simi Valley,CA
Life shrinks or expands in proportion to one’s courage.
AnaÏs Nin
Brianna Ponticelli

Summary

Enthusiastic and driven candidate with proven experience in fast-paced administrative needs of a Veterinary Hospital. Committed to providing friendly and professional service to customers to maintain consistent revenue. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives Equipped with strong problem-solving abilities, willingness to learn, and attention to detail. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on extra responsibilities to meet team goals. Handles team needs with forward-thinking strategies and strong focus on daily requirements. Well-coordinated planner successful at coordinating schedules and workflows to meet business demands. Superior work ethic combined with resourceful and upbeat nature. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Dynamic individual with hands-on experience in Veterinary Administration and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Multi-tasking Veterinary Receptionist known for being compassionate, professional and dependable. Skilled in customer service, record keeping, and appointment scheduling. Pursuing a position where well-honed office skills will be appreciated. Communicative Veterinary Receptionist skilled in payment processing, appointment scheduling and proficient in efficient hospital organization/arrangement procedure. Experienced in working with all types of personalities and various animals. Compassionate individual with the poise to tackle multiple tasks at time to keep the work space actively flowing. Offering dynamic telephone, interpersonal and data entry skills. Proficient in communication skills to lead, influence and encourage fellow staff and deliver outstanding experiences for guests. Performs well under pressure and thrives in fast paced high-volume environments.

Overview

5
years of professional experience
1
Certification

Work History

Dr Rons Animal Hospital

Lead Reception/FOH Supervisor
12.2019 - 03.2024

Job overview

  • Monitored financial transactions closely to prevent discrepancies in cash handling procedures during shifts.
  • Improved customer satisfaction by providing exceptional service and maintaining a clean, welcoming environment.
  • Streamlined FOH operations for increased efficiency and enhanced guest experience.
  • Adapted quickly to operational changes or emergencies by employing creative problem-solving skills when needed.
  • Handled customer complaints professionally, resolving issues quickly to maintain a positive dining experience.
  • Conducted regular performance reviews for FOH staff members, offering constructive feedback and promoting professional growth opportunities.
  • Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
  • Addressed guest concerns and resolved all issues to guests' satisfaction.
  • Performed cash handling activities and secured nightly bank deposits.
  • Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
  • Analyzed customer feedback and implemented strategies to improve customer satisfaction.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Facilitated smooth daily operations by answering approximately 50-70 incoming calls each shift., directing inquiries, and taking messages for veterinarians as needed.
  • Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
  • Maintained office and waiting room, keeping common areas clean and tidy.
  • Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
  • Triaged incoming patients to determine treatment needs and urgency of care.
  • Entered data from pet records and office visits into computer system.
  • Contributed to positive work environment through excellent teamwork and collaboration with staff members.
  • Enhanced client satisfaction by efficiently scheduling appointments and managing patient records.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Promoted clinic services and products through knowledgeable recommendations to pet owners based on their specific needs.
  • Maintained confidentiality of sensitive client information while handling financial transactions accurately.
  • Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
  • Answered owner animal health questions and advised on best care practices.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Increased accuracy of medical records by diligently updating patient information during each visit.
  • Ensured timely follow-up on outstanding invoices, improving overall collection rates within the clinic.
  • Streamlined office operations for increased efficiency by organizing files and maintaining a clean reception area.
  • Maintained current and accurate medical records for patients.
  • Demonstrated commitment to ongoing professional development by attending relevant training sessions and seminars, staying current on industry best practices.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Helped patients complete necessary medical forms and documentation.
  • Supported office staff and operational requirements with administrative tasks.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Registered and verified patient records before triage with most up-to-date information.
  • Prepared and processed patient referrals and transfer requests.
  • Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
  • Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
  • Oversaw payment arrangement files, and processed payments for the necessary amounts on the agreed terms. Called, emailed, and texted owners for payment when due if card on file declined. Applied credit to clients account after processed. Mailed final notices to collect the agreed amount informing them to contact us immediately with payment or the next step following their delinquency.
  • Implemented new training programs for FOH staff, resulting in improved performance and reduced turnover rates.
  • Maintained open lines of communication between FOH supervisors, BOH managers, and owners for successful collaboration on daily operations.
  • Spearheaded initiatives that improved staff morale leading to heightened productivity levels.
  • Updated Deceased record, notated when pets remains were received back from cremation company, owners were called and advised they can pick up urn (whether the owner was spoke with, or if a message was left on their voice mail box with instruction on picking up their pets urn). Used a structured system integrated by myself to assure the most updated point of communication was notated so that communication errors decreased as were dealing with the remains of clients beloved pets.
  • Sorted out discrepancies on urns , such as spelling errors with the cremation company , notified owners if necessary and discussed with certain staff members when expected to receive corrected tags and instruction on what to do when received.
  • Physically arranged urns in an orderly fashion, making it efficient for the staff to find the proper urn in a timely manner and also preserving the packaging/physical presentation of each urn
  • Merged client / pet files if necessary, reducing the amount of duplicated files.
  • Verified/ updated clients best form of contact regarding their pet upon each visit to assure we can get through to client should an emergency arise.
  • Took on many tasks to alleviate office manager from falling behind on work .
  • Called all precious vets each Pet was seen at for records when scheduling services for a new patient.
  • Called for records on cases that were referred out , assuring our doctors had the most up to date medical record on their case for the sake of medical recommendations.
  • Physically arranged urns in an orderly fashion, being efficient for the staff to find the proper urn

Topanga Veterinary Clinic

Reception/Veterinary Assistant
11.2018 - 01.2020

Job overview

  • Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
  • Positioned animals for diagnostic imaging such as x-rays and scans.
  • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
  • Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
  • Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
  • Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
  • Administered medications to animals in treatment and documented changes in condition.
  • Provided customer support to clients, answering questions and addressing concerns.
  • Collaborated with veterinary staff to provide exceptional customer service while managing phone calls and front desk tasks.
  • Managed kennel duties responsibly ensuring cleanliness comfort safety nutrition hydration exercise monitoring recovering boarding animals.
  • Implemented proper sterilization procedures to maintain a sanitary work environment and prevent cross-contamination risks.
  • Contributed teamwork flexibility adaptability willingness learn new skills support colleagues achieve practice goals objectives.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
  • Promoted preventive care services by educating clients on the importance of routine check-ups, vaccinations, and dental cleanings.
  • Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
  • Restrained animals for examination and treatment.
  • Followed safety protocols for handling animals.
  • Prepared animals for surgical procedures.
  • Administered injections, oral medications and topically applied medications prescribed by veterinarian.
  • Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
  • Kept detailed records of animal treatments and medications.
  • Cleaned, sterilized and maintained kennels, operating rooms, and surgical equipment.
  • Collected and processed samples for laboratory testing.
  • Educated clients on post-surgical care and nutrition
  • Collected and prepared specimens and samples for outside laboratory analysis.
  • Answered owner animal health questions and advised on best care practices.
  • Increased client satisfaction by addressing concerns, answering questions, and offering valuable recommendations for pet care.
  • Rx Refill Requests/ Physically filling scripts that were authorized by the Doctor on call.
  • Surgery Check in / Check out ; Discussed Pre- Op / Post Op Care instructions with pet parents assuring that they have a thorough, complete knowledge of medications required to be administrated to pet at home, and any special instruction ; such as keeping their pet confined for duration of the healing process, and when they were expected to return for a recheck examination.
  • Provided in person Demos with pet parents on how to administer medications to their pets.

Education

Apollo High School
Simi Valley, California

Diploma
06.2018

Skills

  • Guest Relations
  • Complaint Handling
  • Staff Motivation
  • Policy Enforcement
  • Training / Mentoring
  • Staff Management/Supervision
  • Task Delegation/Assigning
  • POS System Operations
  • Billing Oversight
  • Teamwork/ Collaboration
  • Leadership
  • Multitasking Abilities
  • Reliability
  • Excellent / Efficient Communication
  • Assertion
  • Interpersonal Skills
  • Common Courtesy
  • Active Listening
  • Organization/Cleanliness
  • Transparency
  • Reliability
  • Logic
  • Fast Learner
  • Critical Thinking
  • Conflict Resolution
  • Decision Making
  • Data Analysis
  • Flexibility
  • Empathy
  • Organizational Skills
  • Adaptability and Flexibility
  • Cash Handling
  • Operational Efficiency
  • Task Prioritization/Completion
  • Self Motivation
  • Analytical Thinking
  • Professionalism
  • Interpersonal Communication
  • Time Management Control
  • Continuous Improvement
  • Written Communication
  • Attention to Detail

Accomplishments


  • Maintained a 4.0 GPA throughout highschool.
  • Supervised team of 7 staff members (Morning and Night Shift)
  • Used Microsoft Excel to develop efficient spreadsheets to keep tasks organized and up to date for constant flow/carry out.
  • Achieved rapid growth by volunteering and effectively helping with additional tasks/requirements of a emergency veterinary hospital because of my determination to be successful.
  • Documented and resolved transaction errors which led to suggesting certain adjustments or implementing different procedures so that the books would balance at the end of each night.
  • Was awarded the responsibility/ control of Vets First Choice. ( An online pharmacy or source in which our clients had the choice to use , that integrated with our data base; Cornerstone)

Awards

  • Leadership
  • Citizenship
  • Honor Roll

Affiliations

  • Girl Scouts
  • Leadership

Certification

  • CPR Certified

References

Ron Resnick DVM (805)-750-8605

Lisa Pesso- Mentor- (805)-422-2727

Muhammad Gurmani DVM (8180-280-3530

Gaby Alvarado - Former Boss- (805)-915-9295

Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemote

Important To Me

Career advancementWork-life balanceFlexible work hoursWork from home optionPaid sick leave4-day work week

Timeline

Lead Reception/FOH Supervisor

Dr Rons Animal Hospital
12.2019 - 03.2024

Reception/Veterinary Assistant

Topanga Veterinary Clinic
11.2018 - 01.2020

Apollo High School

Diploma

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Brianna PonticelliSupervisor/Lead Veterinary Receptionist