Caroline Vela
Lake Havasu City,AZ
Summary
Passionate about problem-solving and enhancing customer satisfaction, actively seeking a customer service position to leverage expertise. Dedicated focus on understanding and meeting customer needs, ultimate goal is to contribute to their success and satisfaction through exceptional service and support. Fostering positive customer experiences to drive tangible results like increased customer retention and positive feedback, ultimately contributing to the overall success of the company.
Overview
20
20
years of professional experience
Work History
Veterinary Receptionist
Western Arizona Humane Society
05.2024 - Current
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, 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.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Entered data from pet records and office visits into computer system.
- Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
- Contributed to positive work environment through excellent teamwork and collaboration with staff members.
- Enhanced client satisfaction by efficiently scheduling appointments and managing patient records.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Increased accuracy of medical records by diligently updating patient information during each visit.
- Maintained current and accurate medical records for patients.
- Streamlined office operations for increased efficiency by organizing files and maintaining a clean reception area.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Helped patients complete necessary medical forms and documentation.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Move Coordinator
Golden Eagle Moving Services
10.2014 - 10.2023
- Responsibilities: As a Move Coordinator, my responsibilities include orchestrating and managing all aspects of the relocation process, liaising with clients to understand their needs and preferences, coordinating logistics such as packing, transportation, and unpacking, overseeing timelines and budgets, and ensuring a smooth and efficient transition for all parties involved
Billing & Customer Service
Southern Cal Moving & Storage
07.2011 - 11.2012
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled all Military paperwork and billing.
Move Coordinator / Customer Service
Inland Empire Moving & Storage
01.2005 - 10.2010
- Managed post-move follow-up with clients to address any concerns or issues promptly, maintaining a high level of customer service excellence.
- Ensured timely completion of moves by closely monitoring project timelines and adjusting resources as needed.
- Collaborated with sales teams to provide accurate moving estimates, resulting in higher conversion rates from quotes to booked moves.
- Increased customer satisfaction by efficiently managing communication between clients, moving crews, and third-party vendors.
- Streamlined the moving process by effectively coordinating and scheduling move dates, ensuring smooth transitions for clients.
- Reduced client complaints by proactively addressing potential issues and providing timely updates on move progress.
- Resolved conflicts between team members and addressed complaints or grievances.
Education
High School -
John Glenn High School
Norwalk, CASkills
- Organization
- Communication
- Problem-Solving
- Attention to Detail
- Time Management
- Veterinary medical records software
- Telephone etiquette
- Payment processing
- Customer interaction
Communication
My communication efforts involved maintaining clear and consistent contact with clients, updating them on the progress of their move, addressing any concerns or questions promptly, coordinating schedules with moving teams, providing detailed instructions and guidance throughout the relocation process, and ensuring that all parties involved are well-informed and prepared for a successful move.
Leadership
I demonstrate strong leadership by effectively delegating tasks to team members, providing clear direction and support.
Timeline
Veterinary Receptionist
Western Arizona Humane Society
05.2024 - Current
Move Coordinator
Golden Eagle Moving Services
10.2014 - 10.2023
Billing & Customer Service
Southern Cal Moving & Storage
07.2011 - 11.2012
Move Coordinator / Customer Service
Inland Empire Moving & Storage
01.2005 - 10.2010
High School -
John Glenn High School
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