Brooke Ebner

Client Service Representative/Veterinary assistant:

• Properly utilized multiple tech platforms (EzyVet, Cornerstone, CoVet (AI scribe), Microsoft Teams, Chckvet, and Vetcove.
• Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company's resources.
• Maintained excellent standards of patient and client care.
• Coordinated appointment reminders, referrals, and record transfers to support seamless patient care.
• Resolved client inquiries by phone and email with clear guidance on services, procedures, and follow-up care.
• Documented client interactions and updated practice records to ensure timely, consistent information flow.
• Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
• Improved reception workflow by streamlining daily priorities and supporting efficient patient throughput.
• Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
• Participated in ongoing training sessions to stay current on industry trends and best practices.
• Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
• Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
• Trained new personnel regarding company operations, policies and services.

Veterinary Technician Assistant:

• Prepared prescription labels and medication for patients
• Prepared invoices accurately for clients
• Performed in house skin/ear cytology
• Safely and effectively restrained pets for medical services
• Administered PO, SQ, and IV medications
• Assist with skin biopsies
• Surgical prep, monitoring, and recovery

• Experience supervising and training 10+ employees.
• Implemented and developed customer service training processes.
• Trained new team members on front desk procedures, scheduling systems, and communication standards.
• Created multiple written manuals and visual presentations on new hospital products, protocols, and tech platforms.
• Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Supervised daily clinic operations, ensuring smooth patient flow and coordinated team coverage.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Resolved client concerns calmly, preserving trust and supporting positive service experiences.
• Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Coordinated with operations staff to resolve service problems and boost client satisfaction.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Responded proactively and positively to rapid change.
• Sought ways to improve processes and services provided.

Client Service Representative

• Properly used 2 different practice management software (Impromed/Intravet)
• Maintained excellent standards of patient and client care
• Managed client communications by phone, email, and in person with professionalism and empathy.
• Coordinated appointment scheduling, exam check-ins, and patient flow for efficient front-desk operations.
• Processed payments, invoices, and account balances accurately while supporting smooth checkout procedures.
• Recorded patient information and updated medical files to maintain complete, organized documentation.
• Relayed client concerns and pet health updates to veterinary staff for timely follow-up.
• Resolved scheduling conflicts, service questions, and account issues with clear, calm communication.
• Supported reminder outreach for vaccinations, rechecks, and preventive care appointments.
• Mentored new front-desk staff on client service procedures, records handling, and daily workflow standards.
• 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.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained up-to-date knowledge of product and service changes.
• Trained staff on operating procedures and company services.

Veterinary assistant

• Kept hospitalized patients comfortable and stable
• Safely and effectively restrained pets for medical services
• Performed radiographs
• Administer fluids subcutaneous
• Administered PO, SQ, and IV medications
• Performed in house lab work
• Surgical prep, monitoring, and recovery
• Accurately went over medical services performed on patients with clients

• Maintained clean and professional appearance at all times
• Cordially greeted all clients and patients when arriving for services
• Managed multiple phone lines
• Managed E-mail and fax machine
• Successfully multitask with phone calls and assisting clients
• Accurately explained and quoted services
• Managed inventory for store
• Trained multiple employees

OSHA safety classes

Administrator supervisor advanced learning

Administrator advanced learning

Animal husbandry basic and advanced

Microsoft Outlook

Microsoft Word

Microsoft Teams

Microsoft Powerpoint

Microsoft Excel