Jennifer-Wren Rice
Rome,GA
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Northwest Georgia Veterinary Emergency Center
01.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved client complaints with empathy, resulting in a more comfortable experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both clients and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of client interactions, ensuring proper follow-up and resolution of issues.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
Veterinary Assistant
Hiram Animal Hospital
08.2013 - 04.2016
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Provided compassionate care for animals during their stay at the clinic, creating a positive experience for both pets and owners.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Facilitated efficient appointment scheduling by handling phone calls, emails, and walk-in inquiries from clients.
- Enhanced clinic efficiency by maintaining clean and organized work areas, preparing instruments, and sterilizing equipment.
- Promoted animal welfare through educating pet owners on proper nutrition, exercise, and grooming habits.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Contributed to successful surgeries by providing pre-and post-operative care for patients, ensuring a smooth recovery process.
- Maintained accurate pharmacy records and controlled drug, anesthesia and heartworm test logs.
- Improved patient care by assisting veterinarians in administering treatments and medications.
- Maintained strict adherence to safety protocols when handling animals to minimize risk of injury or illness transmission between staff members or other patients.
- Collected patient biopsies and blood samples for laboratory analysis.
- Administered injections, oral medications and topically applied medications prescribed by veterinarian.
- Monitored vital signs and provided nursing care for animals.
- Assisted veterinarians with euthanasia of animals.
- Collected and processed samples for laboratory testing.
Veterinary Assistant
McLaughlin Research Institute
01.2011 - 12.2012
- Provided compassionate care for animals housed for research.
- Cleaned and disinfected laboratory, equipment and kennels to prevent diseases and control odors.
- Ensured accuracy of records by diligently documenting all relevant information for each laboratory animal.
- Recorded all animal behavior, eating habits, enrichment and symptoms then documented observations to inform research decisions.
- Attended all lectures and educational seminars
- Implemented proper sterilization procedures to maintain a sanitary work environment and prevent cross-contamination risks.
Education
Associate of Science - Veterinary Technician/ Practice Manager
Penn Foster Career School
Scranton, PA01-2027
Skills
- Customer service
- Client communication
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Northwest Georgia Veterinary Emergency Center
01.2020 - Current
Veterinary Assistant
Hiram Animal Hospital
08.2013 - 04.2016
Veterinary Assistant
McLaughlin Research Institute
01.2011 - 12.2012
Associate of Science - Veterinary Technician/ Practice Manager
Penn Foster Career School
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