Esther Morales Castro
Deltona
Summary
Dedicated bilingual Customer Service Representative with experience delivering exceptional customer support in a fast-paced specialty veterinary hospital. Experienced in handling high-volume phone calls, scheduling appointments, resolving customer concerns, maintaining accurate records, and collaborating with multidisciplinary teams. Recognized for professionalism, empathy, strong communication skills, and a commitment to providing outstanding customer experiences.
Overview
6
6
years of post-secondary education
5
5
years of professional experience
Work History
Research/Laboratory Technician
The Penn State University
State College
07.2025 - 05.2026
- Cultured, enumerated, identified bacteria, and performed antimicrobial susceptibility testing to support sample analysis.
- Performed bacteriology and molecular microbiology tests to ensure sample integrity.
- Processed egg and environmental samples for Pennsylvania Egg Quality Assurance Program and National Poultry Improvement Plan to ensure compliance with safety standards.
- Reviewed results, sent reports, responded to client needs, purchased lab supplies, maintained equipment, prepared reagents, kept records, and oversaw quality assurance to facilitate effective laboratory operations.
Client Representative
BluePearl Vet Specialty
04.2021 - 07.2025
- Managed customer check-ins and check-outs, handled calls, and scheduled appointments, ensuring a professional and welcoming experience.
- Processed and organized patient charts daily to support efficient clinic operations.
- Knowledge of medical terminology to respond effectively to customer inquiries via calls and emails regarding products and services.
- Maintained accurate records and updated client information proactively, enhancing service delivery.
Education
Bachelor of Science - Biology
University of Central Florida
Orlando, FL 08.2018 - 05.2024
Associate of Arts - Biology
Valencia College
Skills
- Biological specimen processing
- Equipment Operation
- Laboratory aseptic techniques
- Quality Control
- Chemical Safety
- Efficiently adhering to SOPs
- Team collaboration
- Medical terminology
- Appointment scheduling
- Record maintenance
- Conflict resolution
- Time management
- Client support
Additional Information
GPA: 3.2
Languages
- English
- Spanish
Timeline
Research/Laboratory Technician
The Penn State University
07.2025 - 05.2026
Client Representative
BluePearl Vet Specialty
04.2021 - 07.2025
Bachelor of Science - Biology
University of Central Florida
08.2018 - 05.2024
Associate of Arts - Biology
Valencia College