Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Customer Service Training Manager
Animal Care Clinic Of Fox Valley
06.2023 - Current
Increased customer satisfaction scores by monitoring calls and providing real-time coaching to customer service representatives.
Fostered a positive team atmosphere by regularly recognizing outstanding individual performance and celebrating group accomplishments.
Conducted ongoing assessments of training effectiveness, adjusting content as necessary to maximize results.
Improved customer service quality by implementing comprehensive training programs for new and existing employees.
Communicated all learning and performance objectives, schedules, and training assessments to upper management.
Customer Service Representative
Animal Care Clinic Of Fox Valley
08.2018 - 06.2023
Handled customer inquiries and suggestions courteously and professionally.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Kennel Attendant
Animal Care Clinic Of Fox Valley
07.2017 - 08.2018
Maintained a clean and sanitary kennel environment through daily cleaning tasks, ensuring the comfort and well-being of all animals.
Monitored and maintained food and water of boarded animals according to animal dietary health guidelines.
Collected animal waste produced on walks and discarded in trash or approved receptacles.
Enhanced customer satisfaction by providing attentive and compassionate service during pet drop-offs and pickups.
Demonstrated a strong commitment to animal care by working flexible hours, including nights, weekends, and holidays as needed.
Improved animal care by consistently monitoring their health and behavior, promptly reporting any concerns to veterinarians.
Assisted in the training of new staff members by sharing knowledge and expertise in kennel operations and animal care procedures.
Recorded dogs' intake and output, physical condition and behavior for updated kennel logs.
Performed pet intake to gain necessary information concerning health, behaviors, potential allergies, and other details to provide complete records and methods of owner contact.
Education
Associate of Science - Earth, Society, And Environmental Sustainability
University of Illinois At Urbana-Champaign
Champaign, IL
05.2024
Skills
Training delivery
Coaching Techniques
Empathy Development
Feedback Analysis
Staff Leadership
Software: ArcGIS Pro
Customer Inquiry and Response
Strategic thinker
Languages
English
Native or Bilingual
Timeline
Customer Service Training Manager
Animal Care Clinic Of Fox Valley
06.2023 - Current
Customer Service Representative
Animal Care Clinic Of Fox Valley
08.2018 - 06.2023
Kennel Attendant
Animal Care Clinic Of Fox Valley
07.2017 - 08.2018
Associate of Science - Earth, Society, And Environmental Sustainability
University of Illinois At Urbana-Champaign
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