Brittney Bonner
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
16
16
years of professional experience
Work History
Veterinary Assistant
Broadway Veterinary Care
01.2019 - 03.2020
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Cleaned, sterilized and maintained kennels, operating rooms, and surgical equipment.
- Kept detailed records of animal treatments and medications.
- Observed animals for signs of distress or illness.
- Educated clients on post-surgical care and nutrition.
- Provided customer support to clients, answering questions and addressing concerns.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Administered medications to animals in treatment and documented changes in condition.
- Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Helped with training of new veterinary assistants and support staff to improve individuals' capabilities.
- Answered owner animal health questions and advised on best care practices.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Assisted senior staff with blood analyses and physical assessments.
- Groomed and bathed animals to maintain hygiene and appearance.
- Collected patient biopsies and blood samples for laboratory analysis.
- Managed medical intervention and therapy for animals in collaboration with veterinarian.
- Restrained animals for examination and treatment.
Veterinary Assistant
Vetco Clinics Affordable Pet Healthcare
01.2018 - 11.2021
- Clean rooms and sterilize instruments, equipment , and tools while ensuring exam rooms are stocked
- Reconstruct vaccines for each individual animal and prepare diagnostic test
- Assist veterinarians and veterinary technicians and provide care of animals after procedures
- Performed testing and completed blood counts.
- Prepared and administered diets and feedings according to instructions.
- Collected and prepared specimens and samples for outside laboratory analysis.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
Clinic Advisor
Vetco Clinics Affordable Pet Healthcare
01.2018 - 11.2021
- Advise and educate clients regarding the value and necessity of preventative veterinary medicine
- Recommend pet vaccinations, anti-parasitic treatment and provide diagnostic screening for all cats and dogs
- Ensure all clinic processes are followed and necessary clinic paperwork is filled out accurately and completely
- Effectively communicate with customers and business partners to mange difficult customers situations such as pet incidents
- Trained new and existing employees on customer service best practices to improve overall customer handling skills.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
Customer Service Representative
Vetco Total Care Veterinary Hospital
03.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Veterinary Assistant
Vetco Total Care Hospital
01.2021 - Current
- Greet clients and patients arriving for appointments and escort into an exam room, obtain weight and vital signs (temperature, pulse, respirations, pain score, body condition score) and record all in the electronic medical record, begin documentation of the patient visit in the electronic medical record by documenting a thorough patient history Assist doctors with appointments (routine and emergency), surgery, dentistry, and euthanasia, under supervision from the doctor and the Lead Technician
- Perform patient restraint, obtain and process laboratory samples, handle and dispense medications at the direction of the doctor, and help maintain the electronic medical record
- Schedule appointments, communicate with and educate clients, relay test results to doctor and clients, maintain and update client/patient records
- Help prepare patients for surgical and dental procedures, assist doctor and/or technician in anesthetizing patients, and under supervision of the doctor and/or technician maintain patients safely under anesthesia while monitoring vital parameters, help monitor patients during recovery and prepare them for going home or transfer to an overnight care facility
- Under supervision of the doctor and/or technician, perform in-hospital treatments for sick patients including giving injectable and oral medications as well as intravenous fluid therapy; keep patients clean, watered, and fed (when indicated and directed by doctor), safely walk canine patients when necessary for elimination
- Under direction of the Hospital Office Manager, assist in the training of new staff members and general dissemination of knowledge as required
- Keep hospital environment neat and clean; perform regular cleaning of environment based on necessity as well as based on a pre-determined maintenance schedule.
Clinic Leader
Vetco Mobile Clinics
01.2018 - 01.2020
- Effectively perform functions of all clinic team roles and provide coaching and functional direction to individuals in these roles where necessary May be responsible for filling one or more of these roles at a time
- Communicate with customers and business partners to mange difficult customer situations , including pet incidents( bites , reactions, and emergency situations)
- Liaise and partner with leadership at clinic locations to determine optimal clinic location, crowd management practices ,and mange any issues that arise during clinic Participate in company and sponsor facilitated training related to products , services , policies and procedures
Home Health Aide
Personal Touch Home Health Care
01.2016 - 01.2018
- Monitor patient's health and maintain up to date records on patients physical and mental condition
- Provide routine basic care , administer medication , dress and bandage wounds
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Administered medication as directed by physician.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living, and adaptation to disability or illness.
Direct Support Professional
The Center for Developmental Disabilities
01.2013 - 01.2015
- Responsible for monitoring and maintaining clean, safe environment for clients at all times
- Complete all paperwork in accordance to New York Federal and State Regulatory Requirements Responsible for maintaining AMAP( Approved Medication Administration Personnel)Certification
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Developed and implemented individualized care plans to meet individual needs of each client.
- Developed rapport to create safe and trusting environment for care.
- Educated clients and family members on relevant topics to support independent living.
- Transported clients to and from medical appointments with safety and efficiency.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Liaised with key accounts to deliver targeted administrative household support.
Assistant Manager of Operations
The Loft Bookstore
01.2009 - 01.2012
- Maintain daily record of all transactions and generate repots for store manager
- Write order supply request to replenish merchandise
- Train staff to deliver outstanding customer service
- Motivate sales employees to improve morale , performance and store revenue
- Analyze marketing information and translated it into strategic plans for customer growth
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Coordinated with General Manager in different operational issues and promotional activities.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
- Enhanced employee management by developing schedules, tracking time, and administering payroll.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Assisted in recruiting, hiring and training of team members.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Sales Representative
Clothing Co
01.2008 - 01.2010
- Effectively arrange and manage activities and programs in store
- Resolve the customer queries , problems and conflicts
- Maintain and present housekeeping standards and presentations in all areas
- General Promotion of products and sold all store products
- Ensure the quality of floor arrangement to avoid damages and safety for patrons
- Operate a POS cash register , handling 150 transactions daily on average
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
- Developed and delivered engaging sales presentations to convey product benefits.
- Developed and implemented marketing plans to increase brand awareness and drive sales.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Education
Special Education
SUNY Old Westbury
Old Westbury, NYVeterinary Technology
LaGuardia Community College of The City University of New York
Long Island City, NYVeterinarian Assisting
Penn Foster Career School
Scranton, PA09.2014
Skills
- Veterinary office administration
- Professional comportment and appearance with excellent interpersonal skills and a friendly positive attitude
- Proficient computer skills and the ability to learn new programs
- Excellent verbal and written communication skills , especially to a diverse range of audiences
- The ability to make decisions , delegate responsibility and achieve results with hospital team members
- The ability to deliver prompt , efficient service with a high level of accuracy
- Decision Management
- Multi-Line Telephone Operation
- Staff Training
- Coordination
- Customer Service
- Call Triaging
- Recordkeeping Strengths
- Active Listening
- Managing Multiple Tasks
- Service Standard Compliance
- Customer Relations
- Conflict Mediation
- Conflict Resolution
Timeline
Customer Service Representative
Vetco Total Care Veterinary Hospital
03.2022 - Current
Veterinary Assistant
Vetco Total Care Hospital
01.2021 - Current
Veterinary Assistant
Broadway Veterinary Care
01.2019 - 03.2020
Veterinary Assistant
Vetco Clinics Affordable Pet Healthcare
01.2018 - 11.2021
Clinic Advisor
Vetco Clinics Affordable Pet Healthcare
01.2018 - 11.2021
Clinic Leader
Vetco Mobile Clinics
01.2018 - 01.2020
Home Health Aide
Personal Touch Home Health Care
01.2016 - 01.2018
Direct Support Professional
The Center for Developmental Disabilities
01.2013 - 01.2015
Assistant Manager of Operations
The Loft Bookstore
01.2009 - 01.2012
Sales Representative
Clothing Co
01.2008 - 01.2010
Special Education
SUNY Old Westbury
Veterinary Technology
LaGuardia Community College of The City University of New York
Veterinarian Assisting
Penn Foster Career School
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