Jackie Van Fossen
Phoenix,AZ
Summary
Personable and dedicated customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and procedures. Confident communicator recognized for consistently receiving excellent customer feedback and maintaining personal professional relations with clients. Active listener when it comes to receiving new information or when speaking to clients/customers.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Adobe Pet Hospital
Livermore, CA
03.2020 - 10.2023
- Greeted clients and their pets upon arrival at the clinic.
- Answered incoming calls, scheduled appointments, and provided information to clients regarding services offered.
- Filed medical records in an organized manner for easy access when needed.
- Processed payments from clients including cash, credit cards, and checks.
- Provided customer service by answering questions related to pet care and medications prescribed by the veterinarian.
- Checked in patients prior to their appointment with the veterinarian or technician.
- Maintained inventory of pet products such as food, treats, toys, collars, leashes.
- Scheduled follow-up visits for pets requiring additional treatments or checkups after initial visit.
- Monitored front desk operations to ensure smooth flow of traffic during peak hours.
- Prepared invoices for services rendered at the clinic and collected payments from clients.
- Provided support to veterinary technicians by preparing necessary documents before each appointment.
- Ensured that all safety protocols were followed while handling animals in the facility.
- Assisted in training new staff members on proper procedures for interacting with customers.
- Answered multiple line phone system for busy animal care facility and responded to questions regarding pricing and services.
- Answered pet owner phone calls and responded to questions while taking messages for staff veterinarians.
- Assisted with new staff training, sharing key information about veterinary practice and protocols.
- Called patients to confirm scheduled appointments and obtain additional details.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Took messages from patients and promptly relayed to appropriate staff.
- Straightened up waiting room to maintain neat and organized space.
- Compiled physical and digital documents, charts and reports.
- Trained new staff on office procedures, insurance processes and medical terminology.
- Informed patients of financial responsibilities prior to rendering services.
- Entered insurance, demographics and health history into patient database.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Cashier/CSR, Sales
Orchard Supply Hardware LLC
Livermore, CA
04.2016 - 11.2019
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Greeted customers and answered any questions they had about the store's products and services.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Performed other duties as assigned by management.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Learned roles of other departments to provide coverage and keep store operational.
- Helped with purchases and signed customers up for rewards program.
- Discounted purchases by scanning and redeeming coupons.
- Built and maintained productive relationships with employees.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Offered customers carry-out service at completion of transaction.
Server
Heritage Estates
Livermore, CA
10.2017 - 12.2019
- Greeted guests and provided menus.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Prepared drinks according to standard recipes.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Monitored dining room for cleanliness and proper set-up at all times.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Performed opening and closing duties such as setting up the dining area, restocking supplies..
- Followed health safety guidelines when preparing and serving food products.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Upheld high standards of sanitation in accordance with health department regulations.
- Stayed informed about daily specials, new menu items, promotions.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Cleaned tables and chairs to prepare dining area for next customers.
- Addressed complaints to kitchen staff and served replacement items.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Assisted in preparing salads, appetizers and desserts to speed up food service.
Education
Licensed Cosmetologist - Cosmetology
Marinello School of Beauty
Castro Valley, CA07.2014
High School Diploma -
Granada High School
Livermore, CA06.2013
Some College (No Degree) -
Las Positas College
Livermore, CASkills
- Appointment Scheduling
- Data Entry
- Product Knowledge
- Multi-Task Management
- Problem-Solving Abilities
- Team Development
- Professional Telephone Demeanor
- Document Control
- Typing Proficiency
- Positive and Professional
- Product Education
- Medical Terminology Knowledge
- Adaptive Team Player
- Staff Training
- Credit Card Payment Processing
- Prioritization
- Active Listening
- High-Energy Attitude
- Paperwork Processing
- Client Relations
- Supply Restocking
- Quality Control
- Sales Expertise
- Guest Engagement
- Ordering Procedures
Timeline
Customer Service Representative
Adobe Pet Hospital
03.2020 - 10.2023
Server
Heritage Estates
10.2017 - 12.2019
Cashier/CSR, Sales
Orchard Supply Hardware LLC
04.2016 - 11.2019
Licensed Cosmetologist - Cosmetology
Marinello School of Beauty
High School Diploma -
Granada High School
Some College (No Degree) -
Las Positas College