Summary
Overview
Work History
Education
Skills
Timeline
Generic

Danielle Gatza

Spring Hill

Summary

Experienced customer experience leader with a strong track record at Veterinary Emergency Group, specializing in conflict resolution, multitasking, and staff development. Adept at enhancing client satisfaction and conducting hospital needs assessments to drive operational efficiency and promote a collaborative, high-performing work environment.

Overview

7
7
years of professional experience

Work History

Lead Customer Experience Coordinator

Veterinary Emergency Group
04.2024 - Current


  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Oversaw front register operations and maintained exceptional levels of customer service in all interactions.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Sought ways to improve processes and services provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved conflicts between employees to maintain positive and productive work environments.

Veterinary Assistant and Shift Lead

Harborside Animal Hospital
05.2018 - Current
  • Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
  • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
  • Provided customer support to clients, answering questions and addressing concerns.
  • Helped with training of new veterinary assistants and support staff to improve individuals' capabilities.
  • Assisted veterinarian during medical, surgical, and diagnostic procedures.
  • Collected and prepared specimens and samples for outside laboratory analysis.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Educated clients on post-surgical care and nutrition.
  • Administered injections, oral medications and topically applied medications prescribed by veterinarian.
  • Assisted in examination and treatment of animals in veterinary clinic.
  • Monitored vital signs and provided nursing care for animals.
  • Restrained animals for examination and treatment.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Enforced company policies and regulations with employees.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Trained and mentored new employees to maximize team performance.

Pet Trainer & Cashier

Petsmart
05.2020 - 06.2021
  • Evaluated animals to determine temperaments, abilities and aptitude for training.
  • Employed positive reinforcement with animals using "clicker-training" method, voice rewards and food rewards.
  • Instructed owners and dogs on basic obedience commands using different techniques to match dogs' drives for reward.
  • Instructed and supervised volunteers and staff on proper animal handling procedures.
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.

Education

Associate of Arts - Science

St. Petersburg College
Clearwater, FL

GED -

Countryside Highschool
Clearwater, FL
06-2018

Skills

  • Efficient multitasking under tight deadlines
  • Skilled in assigning responsibilities
  • Staff issue resolution
  • Hospital needs assessment
  • Resolving challenging customer interactions

Timeline

Lead Customer Experience Coordinator

Veterinary Emergency Group
04.2024 - Current

Pet Trainer & Cashier

Petsmart
05.2020 - 06.2021

Veterinary Assistant and Shift Lead

Harborside Animal Hospital
05.2018 - Current

Associate of Arts - Science

St. Petersburg College

GED -

Countryside Highschool

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