Claudine Dorman
Vaughn,WA
Summary
Service-oriented professional with over 20 years of experience in sales and customer service. Proven ability to build and maintain positive customer relationships through effective negotiation and issue resolution. Experienced in leading and mentoring customer service teams while collaborating in diverse environments to achieve business objectives. Strong analytical skills utilized to interpret performance data, monitor metrics, and provide actionable insights to management.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Evergreen Avian and Exotics Veterinary Clinic
University Place, Washington
03.2024 - 06.2026
- Oversee daily clinic operations, ensuring efficient workflow and exceptional client service.
- Develop and manage staff schedules to maintain optimal staffing levels and operational coverage.
- Train and onboard new front desk team members, ensuring adherence to clinic procedures and service standards.
- Coordinated laboratory results by ensuring reports are uploaded to patient records and promptly communicated to veterinarians.
- Manage clinic inventory, including ordering supplies and maintaining appropriate stock levels.
- Reconcile client accounts, process payments, and complete end-of-day financial reporting.
- Coordinate patient flow and animal movement with veterinary assistants
- Resolve client concerns and escalated issues professionally through phone, email, and messaging platforms.
- Proficient in AviMark clinic management software.
Owner
Wild Meadows Farm
Vaughn, USA
04.2020 - Current
- Manage daily animal husbandry tasks for all manner of animals including, pigs, goats, alpacas, equines, poultry, rabbits, cats and dogs
- Improve workflows to ensure efficient feeding routine, maintenance and stall and pasture maintenance
- Create a land development plan with input from the WA State Conservation Stewardship Program (CSP) with focus on Wildlife population improvements and resilience to weather extremes
- Administer medications orally and subcutaneously to livestock
- Performing basic routine vet care like drawing blood to be processed by local veterinarian, treating and bandaging basic wounds and hoof abscesses
Inside Sales Representative, State and Local Gov.
Amazon Web Services
Seattle, USA
11.2018 - 04.2020
- Drive adoption of the AWS cloud for local and state government customers (defense contractors) through business development activities, follow-ups on incoming inquiries and from marketing programs, contact-us forms and internal account managers
- Manage a high volume of activity to achieve activity-based metrics and establish credibility with decision makers
- Maintain active engagement with Salesforce leads and consistently deliver pipeline and closed business to the sales organization
- Collaborate with Field Sales team
- Attain daily activity metrics - outbound calls, decision maker contacts, qualified leads Demonstrate excellent customer service skills through all levels of communication
- Maintain an in-depth knowledge and understanding of existing and developing technologies as it relates to cloud computing, while understanding and identifying opportunities for customers
- Contribute to the knowledge base, Wiki and other AWS resources to help build the best customer experience
Program Manager
Amazon Web Services
Seattle, USA
08.2014 - 11.2018
- Part of inaugural launch team for AWS Educate. Responsible for driving customer adoption, retention, and usage of the platform
- Creating member approval and onboarding workflows by anticipating bottlenecks, provide escalation management, recommend tradeoffs, and balance the business needs versus resource constraints
- Creating end user documentation and training guides
- Scope and provide input to architect learning tools and applications that run on the AWS Cloud
- Developing and driving product features and improvements
- Lead the effective and efficient delivery of a dedicated Customer Service team with internal stakeholders
- Recruit, train and develop Customer Service Associates
Education
Higher Diploma - Hospitality Management
International Hotel School
South Africa01-2004
Fachoberschulreife - High School Diploma
Martin-Niemoeller-Gesamtschule
Germany01-2001
Skills
- Time Management
- Client Communication
- Medical inventory management
- Customer relationship management
- Staff training and development
- Veterinary compliance standards
- Workflow optimization
- Effective communication
- Adaptability to change
- Workplace safety
- Veterinary software proficiency
References
References available upon request
Timeline
Customer Success Manager
Evergreen Avian and Exotics Veterinary Clinic
03.2024 - 06.2026
Owner
Wild Meadows Farm
04.2020 - Current
Inside Sales Representative, State and Local Gov.
Amazon Web Services
11.2018 - 04.2020
Program Manager
Amazon Web Services
08.2014 - 11.2018
Higher Diploma - Hospitality Management
International Hotel School
Fachoberschulreife - High School Diploma
Martin-Niemoeller-Gesamtschule