Jennifer (JJ) Lu
Pflugerville,TX
Summary
Knowledgeable and dedicated customer service professional with 10+ Yrs. of customer service in diverse contexts (Receptionist, Tech/Phone Support, Data-Entry, Privacy/Cash-Handling, Sales, Solving Issues). Solid team player with a positive demeanor and proven skills in establishing rapport with clients and fellow teammates. Committed to providing courteous, prompt, detailed and accurate support, and handling emergency issues with patience and tact.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Veterinary Technician & Client Representative
Emancipet Non-Profit Pet Clinic
11.2022 - Current
- Work as a team to help open clinic before we start the morning for Spay/Neuter appointments
- Properly and accurately check-in and check-out patients for S/N and Healthy Pet Services
- Ability to communicate effectively with clients and other Associates and demonstrate ability to mentor members of the team, including client education, services provided and records
- Safely handling and restraining patients while practicing fear-free methods for general exams and understanding basic patient body language including patients that are anxious and fearful
- Properly triage by respectfully listening and gaining full understanding of issues; and record information appropriately
- Ability to draw up and administer vaccines and fill prescriptions as instructed by DVM
- Perform routine housekeeping and maintenance in the clinic, keeping supplies stocked, treatment and client wait areas clean and disinfected
- Properly go over surgical discharge instructions, services rendered during S/N and HPS appointments, medications, and accurately collect payment
- Fully trained in Surgical Recovery Technician
Client Representative/Veterinary Assistant
VCA Animal Hospital
03.2022 - 12.2023
- Enhanced client satisfaction by efficiently managing emergency scheduling and resolving service issues.
- Ensured accurate medical records and prescription dispensing, adhering to veterinary standards.
- Streamlined patient intake process, improving operational efficiency and client communication.
- Fostered positive relationships with clients, guiding them through service options and care plans.
- Managed patient records with high accuracy, ensuring all prescriptions precisely dispensed.
- Built strong client relationships, offering guidance on pet care plans and service options.
- Diplomatic resolution of client service issues/charges over phone & in-person
- Basic animal husbandry tasks such has pets’ care and comfort, handling, and transport
- Perform basic laboratory tests, handle laboratory specimens and assists with diagnostic imaging for patients under supervision
- Knowledge of veterinary medical terminology and ability to document information into medical record properly
Manicurist/Pedicurist
Lavish Nails & Spa
03.2018 - 03.2022
- Efficiently managed client bookings, boosting repeat business through exceptional service.
- Maintained impeccable cleanliness, ensuring all tools and spaces met health standards.
- Fostered a welcoming atmosphere, personally connecting with clients to enhance their experience.
- Implemented new sanitization techniques, increasing efficiency and safety.
- Passionately upsold products, contributing to the salon's revenue growth.
- Streamlined booking process, enhancing customer satisfaction & repeat visits.
E-commerce Technical Support Specialist
Volusion, LLC.
01.2017 - 05.2018
- Proactively communicate with customers to help them understand the interworking of our products and services
- Troubleshoot customer issues pertaining to product usage and configuration and possible flaws with web-based software product
- Exceeded service level goals by proactively solving e-commerce tech issues, enhancing customer product experience.
- Provided empathetic, tailored support, boosting customer success and satisfaction with web-based solutions.
- Managed detailed CRM ticketing, ensuring accurate tracking and resolution of customer inquiries and issues.
PT Cashier/Business Center Representative
HEB Grocery
12.2015 - 01.2017
- Provided exceptional customer service and answered any product related questions via face-to-face or over the telephone; and able to address customer concerns and complaints
- Efficiently handled transactions, elevating customer satisfaction by resolving queries.
- Elevated team capability as a Central Checkout Trainer, fostering a culture of excellence.
- Boosted team performance by leading checkout training, ensuring fast and accurate service.
- Mastered POS systems, ensuring smooth and accurate transactions, reinforcing team efficiency.
- Managed front-end tasks with precision, reducing shrink and improving customer return processes.
- Became a Central Checkout Trainer, and cross trained into Business Center and Shelf-Edge
Customer Solutions Teammate -Trust & Safety
eBay Inc.
10.2013 - 09.2014
- Vet seller accounts, educate, warn, remove listings, restrict buying/selling activity, suspension of all site activity and handling appeals on actions taken through multiple channels
- Enhanced team performance by contributing to new hire training, sharing knowledge on policy updates.
- Identified and mitigated fraudulent activities, safeguarding marketplace integrity and customer experiences.
- Handled customer inquiries with empathy, resolving issues and maintaining account integrity.
- Streamlined fraud detection processes, protecting marketplace integrity.
- Analyzed seller activities to prevent fraud and ensure a positive buyer experience.
Education
No Degree - General Studies
Austin Community College
Austin, TXSkills
- Customer Service/Satisfaction (In-Person/Call Center)
- Time management and Reliability
- Calm and Professional under pressure
- Multitasking and Organization
- Documentation And Reporting
- Deadline-oriented and Work prioritization
- Attention to detail and Active listening
- Teamwork collaboration and Training experience
- Computer skills and Phone etiquette
- Written and Verbal communication
Certification
- Cosmetology License - Current
Timeline
Veterinary Technician & Client Representative
Emancipet Non-Profit Pet Clinic
11.2022 - Current
Client Representative/Veterinary Assistant
VCA Animal Hospital
03.2022 - 12.2023
Manicurist/Pedicurist
Lavish Nails & Spa
03.2018 - 03.2022
E-commerce Technical Support Specialist
Volusion, LLC.
01.2017 - 05.2018
PT Cashier/Business Center Representative
HEB Grocery
12.2015 - 01.2017
Customer Solutions Teammate -Trust & Safety
eBay Inc.
10.2013 - 09.2014
No Degree - General Studies
Austin Community College
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