Caitlin B Kelley
Warren,RI
Summary
Dedicated veterinary professional with a proven track record in clinical and surgical environments, committed to delivering exceptional patient care and fostering strong client relationships. Expertise in anesthesia, diagnostics, and team leadership complements a collaborative approach that adapts to the evolving needs of patients and colleagues. A detail-oriented mindset ensures high standards of care while maintaining reliability in fast-paced settings. Passionate about enhancing animal well-being through compassionate, quality-driven veterinary practices.
Overview
24
24
years of professional experience
Work History
Veterinary Customer Service Representative
Warwick Animal Hospital
06.2022 - 01.2023
- Managed customer inquiries and concerns, ensuring timely resolution and satisfaction.
- Provided support in appointment scheduling, optimizing clinic workflow efficiency.
- Assisted veterinary staff in preparing for examinations, enhancing patient care delivery.
- Trained new team members on customer service protocols and clinic procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Veterinary Surgical Technician
Ferguson Animal Hospital
North Providence, RI
01.2021 - 03.2022
- Collaborated with veterinarians during surgeries, upholding safety protocols and implementing best practices for optimal patient care.
- Monitored anesthesia levels and vital signs to maintain patient stability throughout surgeries.
- Prepared surgical instruments and equipment, ensuring readiness for various veterinary procedures.
- Educated pet owners on post-operative care, enhancing recovery outcomes through effective communication.
- Trained junior staff in surgical assistance techniques, fostering skill development and teamwork.
- Assisted veterinarians during surgical procedures, ensuring adherence to safety protocols and best practices.
- Streamlined inventory management processes for surgical supplies, reducing waste and improving efficiency.
- Implemented sterilization protocols for surgical tools, ensuring compliance with health standards and regulations.
- Led quality assurance initiatives to improve procedural accuracy and enhance patient care delivery.
- Ensured accurate recordkeeping for each surgery by diligently documenting procedure details, medication administration, and patient progress.
- Assisted in emergency situations by staying calm under pressure and providing immediate support to the veterinary surgeon.
- Strengthened team performance by participating in ongoing training opportunities to stay updated on veterinary surgical advancements.
- Improved patient outcomes by assisting in various surgical procedures and providing pre-and post-operative care.
- Established trust with pet owners through clear communication of surgical procedures, post-operative expectations, and follow-up care instructions.
- Supported animal welfare initiatives within the clinic by advocating for pain management techniques that prioritized patient comfort during recovery periods.
- Collaborated closely with the veterinary team to develop customized treatment plans based on individual patient needs and conditions.
- Demonstrated adaptability when faced with complex surgical cases or unexpected complications, effectively supporting the veterinary surgeon throughout the procedure.
- Maintained compliance with safety protocols by sterilizing instruments, disposing of biohazardous waste properly, and adhering to facility guidelines.
- Collaborated effectively with the veterinary team when faced with challenging cases or emergencies to provide optimal patient outcomes.
- Continuously improved technical skills through participation in educational workshops, conferences, and professional networking events related to veterinary surgery techniques.
- Contributed to successful surgeries through expert handling of anesthesia delivery systems and monitoring patients during procedures.
- Increased client satisfaction with thorough communication regarding their pet''s surgical process, aftercare, and follow-up appointments.
- Promoted a collaborative work environment by assisting veterinarians and fellow technicians in sharing knowledge and best practices.
- Upheld strict standards of cleanliness throughout all aspects of the clinic including kennels, exam rooms, and surgical suites to minimize infection risks.
- Provided compassionate care for animals during their recovery process by regularly assessing pain levels and administering appropriate medications as needed.
- Reduced patient recovery time with careful monitoring of vital signs and administering medications as per veterinarian''s instructions.
- Enhanced surgical efficiency by maintaining a clean and organized operating room, ensuring all necessary equipment was readily available.
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Administered medications to animals in treatment and documented changes in condition.
- Collected patient biopsies and blood samples for laboratory analysis.
- Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Monitored vital signs of animals during surgical procedures and provided postoperative care.
- Maintained detailed records of animal health care and diagnostic treatments.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
- Assisted in preparation and administration of anesthesia for surgical processes.
- Administer medications, vaccines and treatments as instructed by veterinarian.
- Prepared, sterilized and maintained medical instruments and equipment.
- Assisted veterinarians with radiographs and ultrasounds.
- Collected and prepared specimens for laboratory testing.
- Obtained patient history from owners and performed physical examinations.
- Filed daily progress records, surgery logs, x-ray logs, and routine records.
- Administered prescribed injectable controlled substances, tranquilizers, sedatives and injectable or inhalant anesthetics.
- Educated clients on nutrition, preventive health and other animal care.
- Performed fecal examinations, urinalysis and bloodwork.
- Performed dental cleanings using ultrasonic scaler.
- Administered oral or topical medications to boarding patients as specified by veterinarian in animal's medical record.
- Administered vaccinations to variety of animal species.
- Trained and mentored other LVT staff.
- Designed and created client education materials and marketing materials for hospital services.
Veterinary Technician
Bristol County Veterinary Hospital
09.2013 - 09.2020
- Trained staff on advanced surgical techniques and anesthesia protocols, enhancing patient safety and efficiency.
- Collaborated with veterinarians on treatment plans, providing insights for improved patient outcomes and care strategies.
- Mentored junior technicians, fostering skill development and promoting a culture of continuous learning within the team.
- Evaluated new medical equipment and technologies, integrating solutions that enhanced diagnostic capabilities in practice.
- Led client communication initiatives, improving client education on pet health care options and services offered.
- Fostered a positive work culture within the clinic by promoting open communication channels among staff members which resulted in increased job satisfaction.
- Enhanced patient care by implementing efficient workflow processes and maintaining a clean, organized work environment.
- Maintained detailed medical records for each patient, resulting in accurate diagnoses and effective treatment plans.
- Reduced patient stress by providing compassionate handling and creating a calm atmosphere during examinations and treatments.
- Mentored junior veterinary technicians on best practices within the clinic environment while fostering teamwork among staff members.
- Provided exceptional customer service by greeting clients warmly, answering questions knowledgeably, and scheduling appointments efficiently.
- Continuously updated professional knowledge of advancements within veterinary medicine to provide optimal care for patients.
- Implemented thorough sanitation protocols to reduce the risk of infection and promote overall clinic hygiene standards.
- Coordinated with external laboratories for prompt and accurate diagnostic test results, aiding veterinarians in determining the best course of treatment.
- Educated pet owners on preventative care measures such as vaccinations, dental care, nutrition management, parasite control strategies to improve pet health outcomes.
- Performed skilled nursing care tasks such as wound dressings changes or IV catheter placements under veterinarian supervision.
- Improved client relationships by addressing concerns promptly, offering helpful advice, and ensuring clear communication between clients and the veterinary team.
- Conducted diagnostic testing including blood draws, urinalysis tests, radiographs for accurate diagnosing of various medical conditions in animals.
- Assisted veterinarians in emergency situations by providing timely and effective support, ultimately resulting in successful patient outcomes.
- Assisted veterinarians with surgical procedures, ensuring accurate preparation of instruments, medication administration, and post-operative care.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Restrained animals to protect veterinarians from potential harm.
- Developed comprehensive treatment plans for patients with various medical conditions, resulting in improved health outcomes.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Administered medications to animals in treatment and documented changes in condition.
- Collected patient biopsies and blood samples for laboratory analysis.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Monitored vital signs of animals during surgical procedures and provided postoperative care.
- Maintained detailed records of animal health care and diagnostic treatments.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
- Assisted in preparation and administration of anesthesia for surgical processes.
- Administer medications, vaccines and treatments as instructed by veterinarian.
- Prepared, sterilized and maintained medical instruments and equipment.
- Collected and prepared specimens for laboratory testing.
- Assisted veterinarians with radiographs and ultrasounds.
- Obtained patient history from owners and performed physical examinations.
- Filed daily progress records, surgery logs, x-ray logs, and routine records.
- Administered prescribed injectable controlled substances, tranquilizers, sedatives and injectable or inhalant anesthetics.
- Educated clients on nutrition, preventive health and other animal care.
- Performed fecal examinations, urinalysis and bloodwork.
- Performed dental cleanings using ultrasonic scaler.
- Administered oral or topical medications to boarding patients as specified by veterinarian in animal's medical record.
- Administered vaccinations to variety of animal species.
- Designed and created client education materials and marketing materials for hospital services.
- Trained and mentored other LVT staff.
Bay state Emergency Veterinary Specialists
01.2016 - 01.2017
Boston Equine Associates, Inc.
01.2012 - 01.2014
Mass-Veterinary ER
01.2010 - 01.2012
Step-In-Time Farm/Rehoboth Massachusetts
01.2009 - 01.2011
Waterplace Restaurant/View Lounge
Providence, RI
01.2008 - 01.2010
Harbor Animal Hospital
01.2008 - 01.2009
Monet Lounge
Providence, RI
01.2007 - 01.2009
Warren Animal Hospital
01.2002 - 01.2008
Chili’s Grill and Bar
Middletown and East Providence, RI
01.1999 - 01.2006
Education
Associate of Arts -
Community College of Rhode Island
Warwick, RI05.2003
Associate of Science - Pre Veterinary Science/Animal Science
University of Rhode Island
Kingston, RIAssociate of Science - Certification/CE in Small Animal Behavior
Tufts University
Grafton03.2016
Skills
- Proficient in digital tools
- Receptionist
- Employee training
- Medical language proficiency
- Inventory tracking
- Client relations expertise
- Email management
- Data entry
- Critical thinking
- Active listening
- Customer service
- Customer relations
- Problem resolution
- Relationship building
- Service upselling
- Staff education and training
- Customer education
- Filing
- Clerical support
- Technical support
- Staff training
- Customer relationship management (CRM)
- Data collection
- De-escalation techniques
- Prioritization
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Administrative support
- Documentation
- Client relations
- Professional telephone demeanor
- Call center operations
- Payment processing
- Customer satisfaction measurement
- Computer proficiency
- Conflict resolution
- Complaint handling
- Intravenous catheter placement
- Animal behavior assessment
- Time management mastery
- Staff training and development
- Animal restraint techniques
- Medical record-keeping
- Vaccine administration
- Pain management techniques
- Parasite control strategies
- Appointment scheduling efficiency
- Diagnostic equipment operation
- Laboratory sample analysis
- Sanitation and sterilization
- Preventative care planning
- Safe medication dispensing
- Post-operative recovery support
- Compassionate patient handling
- Critical care monitoring
- Advanced dental procedures
- Expert anesthesia administration
- Veterinary diagnostic imaging
- Emergency medicine proficiency
- Client education and communication
- Pharmacy inventory management
- Wound care management
- Advanced surgical assistance
- Nutritional counseling
- Radiology safety protocols
- Vital signs
- General anesthesia monitoring
- Physical examination
- Patient monitoring
- Intravenous injection
- X-ray review
- Sanitation protocols
- Nail trimming
- Anesthesia administration
- Medication dispensing
- Patient positioning
- Wound management
- Medication administration
- Medical history collection
- Infection control
- Euthanasia
- Emergency care
- Surgical procedures and support
- Vaccinations
- Suture removal
- Thoracic and abdominal radiograph
- Emergency and preventive care
- Diagnostic sampling
- Surgical scrubbing procedures
- Aseptic techniques
- Wound treatment
- Instrument pack sterilization
- Diagnostic imaging
- Animal behavior observation
- Fluorescein stain test
- Canine and feline intubation
- Medication labeling
- Veterinary office administration
- Supply restocking
- Heartworm diagnostic testing
- Specimen preparation
- Anal sac expression
- Controlled substance management
- Intramuscular injection
- Closed-chest CPR
- Behavioral assessment
- Lab operations
- Client education
- IV medication administration
- Rehabilitation techniques
- Skin scraping
- Cytocentesis
- Parasite control
- Ear sample collection
- Dental procedures
- Clinical research
- Procedure support
- Surgical assistance
- Treatment administration
- Administering first aid
- Dietary recommendations
- Surgical preparation
- Patient bathing
- Tick removal
- Clinical pathology
- Breeding consultation
- Equine lower leg wrap
- Tail restraint
- Restraint pole use
- Jugular intravenous catheterization
- Assessment and diagnosis
- Maintaining treatment notes
- Recumbency restraint
- Animal handling
- Medical history
- Catalase testing
Timeline
Veterinary Customer Service Representative
Warwick Animal Hospital
06.2022 - 01.2023
Veterinary Surgical Technician
Ferguson Animal Hospital
01.2021 - 03.2022
Bay state Emergency Veterinary Specialists
01.2016 - 01.2017
Veterinary Technician
Bristol County Veterinary Hospital
09.2013 - 09.2020
Boston Equine Associates, Inc.
01.2012 - 01.2014
Mass-Veterinary ER
01.2010 - 01.2012
Step-In-Time Farm/Rehoboth Massachusetts
01.2009 - 01.2011
Waterplace Restaurant/View Lounge
01.2008 - 01.2010
Harbor Animal Hospital
01.2008 - 01.2009
Monet Lounge
01.2007 - 01.2009
Warren Animal Hospital
01.2002 - 01.2008
Chili’s Grill and Bar
01.1999 - 01.2006
Associate of Arts -
Community College of Rhode Island
Associate of Science - Pre Veterinary Science/Animal Science
University of Rhode Island
Associate of Science - Certification/CE in Small Animal Behavior
Tufts University