Elizabeth Gravelle
Plattsburgh,New York
Summary
I am dedicated and adaptable with a proactive attitude and the ability to learn quickly. I have a strong work ethic and effective communication skills. I am eager to contribute to a dynamic team and support organizational goals. I am a committed employee with a history of meeting company needs with consistent and organized practices. I am also skilled in working under pressure and adapting to new situations and challenges to best support the company's growth and goals.
Overview
14
14
years of professional experience
Work History
Customer Care Supervisor
MRP Solutions
Plattsburgh, NY
09.2019 - Current
- Collaborate with other departments within three facilities to resolve complex problems quickly for customers.
- Identify opportunities for process improvements by analyzing existing data from calls or emails.
- Respond to customer inquiries via phone or email within established guidelines.
- Respond promptly to customer inquiries, complaints, and escalations.
- Monitor performance, provide feedback, and conduct regular one-on-one meetings to ensure successful job performance.
- Maintain an up-to-date knowledge of product information for three facilities so that accurate answers could be provided when needed.
- Provided guidance to Customer Care Specialists on how to handle difficult customers or situations.
- Work with all appropriate personnel to identify root causes of recurring problems.
- Resolve escalated customer issues with empathy and professionalism while meeting company objectives.
- Train new hires on policies and procedures related to customer care interactions.
- Mentor new team members to promote productivity, accuracy and friendly customer service.
- Coach on strategies to enhance performance and improve customer relations.
- Delegate work to staff, setting priorities and goals.
- Provide customers with product information, pricing and availability for three facilities.
- Establish relationships with key decision makers at top companies.
- Contribute ideas for improving internal processes related to customer care.
- Follow up on pending orders and inquiries in a timely manner.
- Work in conjunction with outside sales directors to maintain and grow business.
- Coordinate with the logistics team to ensure timely delivery of products.
- Expedite customer orders for quick delivery and to promote satisfaction.
- Utilize various software and tools to streamline processes and optimize performance.
- Create reports summarizing daily activity within the department.
- Generate quotes using online quoting systems or manual calculations.
- Coordinate orders from initial quoting through final delivery.
- Address and resolve interpersonal conflicts within the team, maintaining a harmonious work environment.
- Comply with company policies, objectives and communication goals.
- Act as a liaison between upper management and staff, facilitating open communication.
- Advocate for key account needs and priorities within the organization to ensure they are met in a timely and satisfactory manner.
- Address client questions and resolve complaints related to products, services and accounts.
Veterinary Technician
Plattsburgh Animal Hospital
Plattsburgh, NY
08.2016 - 09.2019
- Cleaned and maintained equipment used in veterinary practices such as cages, examination tables, autoclaves.
- Assisted with euthanasia when necessary according to veterinarian instructions.
- Ordered supplies needed for the practice such as medications or medical instruments.
- Maintained accurate records of all treatment provided to animals including medical history files and vaccination certificates.
- Monitored food intake levels of hospitalized patients ensuring they received adequate nutrition while under care.
- Communicated with clients regarding their pet's health status or progress reports following a procedure or illness diagnosis.
- Monitored vital signs of animals during medical procedures and administered basic first aid treatments when necessary.
- Provided emotional support to owners whose pets were ill or had passed away due to a terminal illness.
- Performed physical examinations and diagnostic tests, such as x-rays, ultrasounds, blood work, urinalysis, and fecal analysis.
- Assisted veterinarians in performing surgical procedures by preparing the operating room, monitoring anesthesia levels, and administering medications to animals.
- Instructed staff members on proper handling techniques of animals during examinations or treatments.
- Provided postoperative care for animals recovering from surgery including providing pain management treatments.
- Dispensed prescription medications upon request from veterinarians.
- Obtained relevant health history and information from clients to maintain medical charts.
- Partnered with IDEXX to analyze blood samples and diagnose conditions and diseases.
- Prepared and reviewed records and consent forms.
- Prepared and labeled medications and instructed client on administration.
- Tracked and scheduled follow-up appointments for animal treatment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Listened to clients' questions and concerns regarding pets and delivered timely responses and information on treatment protocols and procedures.
Customer Service Representative
CVPH Medical Center
Plattsburgh, NY
09.2012 - 08.2016
- Followed all safety guidelines while transporting patients in a wheelchair or bed.
- Assisted nurses with patient transfers, using proper body mechanics and safety measures.
- Responded promptly and appropriately to requests for assistance from hospital staff.
- Operated lift devices such as stair chairs safely and efficiently.
- Greeted and assisted patients in wheelchairs to their appointments.
- Maintained cleanliness of transport vehicles and equipment.
- Communicated effectively with physicians, nurses, and other healthcare personnel regarding patient care needs.
- Checked all medical documents for accuracy prior to transporting patients.
- Educated patients on safe transfer techniques while preparing them for transport.
- Collected patient information from nursing staff prior to transport.
- Navigated hospital corridors and elevators efficiently, minimizing transport times and avoiding delays.
- Upheld hospital standards of professionalism, including wearing proper identification and uniform during all transports.
- Safely transported patients to and from various departments within the hospital, ensuring comfort and safety.
- Maintained strict adherence to hygiene and infection control policies, sanitizing transport equipment after each use.
- Facilitated the smooth handover of patients to receiving departments, ensuring clear communication of any special requirements.
Hostess/Waitress
Mangia
Plattsburgh, NY
02.2010 - 07.2012
- Maintained a clean and organized dining area.
- Verified reservations and wait times with customers.
- Resolved any customer complaints or issues quickly and professionally.
- Greeted guests warmly upon arrival, seating them promptly.
- Assisted servers in bussing tables when needed during busy periods.
- Assisted in preparing the restaurant for opening and closing shifts.
- Communicated clearly with kitchen staff regarding customer orders.
- Monitored customer satisfaction levels throughout their meal experience.
Education
Veterinary Technology -
SUNY Canton
Canton, NY01-2017
SUNY College At Plattsburgh
Plattsburgh, NY06-2016
Clinton Community College
Plattsburgh, NY05-2012
High School Diploma -
Seton Catholic
Plattsburgh, NY06-2011
Skills
- Proficient in Microsoft Outlook, Excel, and Word
- Salesforce & IQMS Software
- Adaptability and Flexibility
- Account Management
- Report Preparation
- Strong leadership
- Decision-Making
- Organizational Skills
- Task Prioritization
- Training and mentoring
- Effective Communication
- Critical Thinking
Timeline
Customer Care Supervisor
MRP Solutions
09.2019 - Current
Veterinary Technician
Plattsburgh Animal Hospital
08.2016 - 09.2019
Customer Service Representative
CVPH Medical Center
09.2012 - 08.2016
Hostess/Waitress
Mangia
02.2010 - 07.2012
Veterinary Technology -
SUNY Canton
SUNY College At Plattsburgh
Clinton Community College
High School Diploma -
Seton Catholic
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