Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Cole

Tallahassee,FL

Summary

Dynamic CSR/Lead Kennel Technician with a proven track record at Westwood Animal Hospital - Tallahassee, adept in CRM software and complaint resolution. Excelled in enhancing customer retention by delivering exceptional client relations and developing empathetic connections. Achieved notable service standards, significantly boosting team efficiency and performance. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

Veterinary CSR

Westwood Animal Hospital - Tallahassee
05.2017 - 12.2024
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered the constant flow of customer calls with minimal wait times. Minimum of three minutes on hold.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved accounting, service and delivery concerns.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Lead Kennel Technician

Westwood Animal Hospital
05.2017 - 12.2024
  • Performed pet intake to gain necessary information concerning health, behaviors, potential allergies, and other details to provide complete records and methods of owner contact.
  • Monitored animal behavior and completed examinations to identify illnesses, injuries, or potential diseases.
  • Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
  • Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
  • Followed effective process for bathing and grooming dogs to remove dirt, loose hair, parasites, and hair mats.
  • Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
  • Mixed and administered special food formulas to individual animals based on unique dietary needs.
  • Kept animals clean and free of contaminants to promote optimal health.
  • Trained new staff on kennel maintenance, animal care and feeding protocols.
  • Cleaned and maintained kennel areas for optimized hygiene, including cages, runs and yards.
  • Recorded dogs' intake and output, physical condition and behavior for updated kennel logs.
  • Managed inventory, ordered new supplies and maintained optimal storage to meet expected needs.
  • Prepared and administered medications and treatments as prescribed by veterinarian.
  • Educated visitors and staff on proper animal care and handling.
  • Developed and implemented enrichment plans to keep animals healthy and stimulated.
  • Followed pet care instructions for dietary needs and medication regimens.
  • Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
  • Monitored animals for signs of disease, illness, or injury and communicated concerns to owners.
  • Kept cages, kennels, play yards, and grooming areas neat and clean.
  • Reset procedure rooms between appointments and disinfected equipment.
  • Documented animals' weight, size and condition in computer system for review by senior staff.

Education

High School Diploma -

Leon High School
Tallahassee, FL
05-2009

Skills

  • Complaint handling
  • CRM software
  • Call center experience
  • Account updating
  • Complaint resolution
  • Scheduling
  • Client relations
  • Business development
  • Call center procedures

Timeline

Veterinary CSR

Westwood Animal Hospital - Tallahassee
05.2017 - 12.2024

Lead Kennel Technician

Westwood Animal Hospital
05.2017 - 12.2024

High School Diploma -

Leon High School

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Elizabeth Cole