Heather Nelson
Veterinary Emergency Group
Saint Paul,MN
1
Certification
15
years of professional experience
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Work History
Customer Experience Coordinator
4 Months- Coordinated front desk workflows, ensuring smooth patient check-in and timely client communication.
- Resolved billing and service inquiries with empathy, accuracy, and calm urgency.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Care Representative
2 Years 6 Months- Handled customer complaints with empathy and provided effective solutions.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints with empathy, ensuring effective solutions and enhancing satisfaction.
- Provided fast, friendly, knowledgeable service for routine inquiries and effectively addressed service complaints.
- Processed payments and maintained accurate transaction records.
- Engaged in team meetings to develop strategies that directly improved customer satisfaction.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Receptionist and Technician
11 Years 11 Months- Welcomed clients and pets upon arrival, fostering a positive atmosphere.
- Managed appointment scheduling and maintained accurate client records.
- Handled phone calls and provided information on services and procedures, ensuring clarity for clients.
- Sorted incoming mail daily to ensure proper distribution among staff and directed to correct personnel each day.
- Scheduled and confirmed appointments and meetings for management team.
- Assisted internal staff with inquiries on office operations, enhancing communication and support.
Education
Associate of Science - Veterinary Technician
Skills
Customer service
Client communication
Appointment scheduling
Transaction processing
Conflict resolution
Problem solving
Attention to detail
Active listening
Email communication
Call documentation
Veterinary support
Medical record keeping
Communication skills
Patient care coordination
Client education
Client follow-up
Patient intake
Health assessment
Operational support
Certification
Fear Free Elite certified in Dogs and cats
Fear Free certified in horses and birds
Timeline
Customer Experience Coordinator
Veterinary Emergency Group
2026.06 - CurrentRead More
Customer Care Representative
Edinburgh Pet Health Center
2023.09 - 2026.03Read More
Receptionist and Technician
Midway Animal Hopsital
2011.09 - 2023.08Read More
Globe College
Associate of Science from Veterinary Technician
Read More
References
References available upon request.