Kaitlyn Torres

• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Developed and implemented customer service protocols to enhance customer satisfaction.
• Conducted customer satisfaction surveys and analyzed feedback to identify areas for improvement.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Customized service solutions to meet individual customer needs, enhancing personalization.

As a Care Coordinator my duties include:

● Answering multiple line phone systems for busy animal care facilities and responding to questions regarding pricing and services.

● Assisted with new staff training, sharing key information about veterinary practice and protocols.

● Checked patients in and out for appointments.

● Delivered high-quality administrative and customer service to sustain patient and work flows.

● Called patients to confirm scheduled appointments and obtain additional details.

● Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.

● Retrieved faxes and uploaded documents to patient charts to assist clinical staff.

● Straightened up the waiting room to maintain neat and organized space.

● Supported euthanasia procedures and disposal following regulations and owner preferences.

● Generated effective sales strategies and taught new employees the company's procedures and policies.

● Supported the sales team by monitoring daily operations and providing information and procedural guidance to staff.

● Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.

● Exceeded targeted goals and quotas through upselling and strategic customer cultivation.

● Demonstrated high level of customer service by engaging clients and offering sales floor assistance.

● Led employee performance evaluations and rewarded top performers to retain quality personnel.

● Promoted key products and features to customers to generate interest and drive revenue growth.

● Identified key areas within the store where merchandise displays needed to be fixed and items required restocking.

● Processed cash, credit and check transactions with POS system and cash register.

● Organized and updated schedules to optimize coverage for expected customer demands.

● Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.