Ellezabeth Willis
New Castle,DE
Overview
14
14
years of professional experience
Work History
Veterinary Assistant
Red Lion Veterinary
Bear, DE, US
10.2022 - Current
- Assist doctors with physical exams, blood draws, vaccines, taking radiographs and the day to day life of hospital tasks
- Other tasks include proficient phone and computer skills, multitasking in high stress environments, problem solving, and keeping medical equipment software up to date
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Coordinator
Banfield Pet Hospital
Newark, DE, US
05.2018 - 10.2022
- I assist clients with scheduling, checking pets in and out, going over and making treatment plans, and ensuring that the clients understand their medications
- Since this is a high performing hospital, I am used to a high volume of phone calls and emails, to which I respond to in a timely manner
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
Associate Manager
Build-A-Bear Workshop
Newark, DE, US
10.2016 - 01.2018
- I was hired on as a seasonal employee and quickly promoted to manager within a few months
- In that time I counted registers, ensured all nightly paperwork was sent to the correct addresses, trained new hires, kept up with our store statistics and made daily sales goals
- A huge part of my daily work was ensuring guests had a unique and enjoyable experience throughout their entire time in the workshop
Game Advisor
GameStop
Newark, DE, US
05.2014 - 10.2016
- Gave game recommendations, assisted in helping customers, prepared and packed orders, helped make preorder and rewards goals
Pet Care Lead
PetSmart
Newark, DE, US
03.2011 - 10.2016
- I was in charge of the pet care department, ensuring animals were well taken care of and all sick pets were properly medicated and it was documented
- I assisted customers with issues that arose, helped purchase necessary equipment for whichever animal of their choosing
- I also ran register, kept count of all animals in our care, and ensured daily tasks were finished in a timely manner
Education
High school or equivalent -
William Penn High School
New Castle, DE06.2009
Skills
- Organizational Skills
- Time Management
- Front Desk
- Phone Etiquette
- Statistics
- Customer Service
- Computer Skills
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Documentation
- Follow-up skills
- Prioritization
- Building rapport
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Veterinary Assistant
Red Lion Veterinary
10.2022 - Current
Customer Service Coordinator
Banfield Pet Hospital
05.2018 - 10.2022
Associate Manager
Build-A-Bear Workshop
10.2016 - 01.2018
Game Advisor
GameStop
05.2014 - 10.2016
Pet Care Lead
PetSmart
03.2011 - 10.2016
High school or equivalent -
William Penn High School