Karlie Bailey
Portland
Summary
Proven leader in customer service management at Barburvet, adept at boosting team performance and enhancing service quality. Skilled in training and mentoring, with a knack for resolving complex complaints efficiently. Demonstrates exceptional time management and ensuring operational excellence and elevated customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Barburvet
Portland
02.2020 - 02.2022
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Cash handling and credit card transactions.
- Schedule appointments appropriately such a dental cleanings, surgeries (spays and neutering), yearly exams, and telemedicine.
- Contacting specialists for clients to check availability and for any previous records we may need.
- Properly sending client/patient records to specialists and/or other clinics that are taking on this new client/patient.
- Preparing proper paperwork for procedures (Client approval of any medications administered in clinic or is being sent home for the client to give to their pet, client approval of surgery, client approval of payment estimate).
- Sending out text and email reminders for upcoming appointments.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Conducted research and reviewed findings to solve customer issues.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
Front Desk Receptionist
Dr. Robert Everett DMD
Gladstone
12.2008 - 12.2018
- Coordinated maintenance requests for office equipment and facilities.
- Compiled and prepared reports and documents as requested.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Preserved office security by following safety procedures and controlling access via reception desk.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Provided administrative support including photocopying, faxing, and filing.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Updated customer information in databases regularly to ensure accuracy of records.
- Assisted with scheduling appointments for clients and visitors.
- Handled payment processing and provided customers with receipts and proper bills and change.
Education
High School Diploma -
Oregon City High School
Oregon City, OR06-2007
Skills
- Training and mentoring
- Staffing coordination
- Complaint resolution
- Cash and credit card handling
- Basic computer skills
- Eagle soft software
- Managing multi-line phone calls
- Faxing
- Collections
- Balancing end of day sales
- Outstanding customer service
- Feedback collection
- Schedule coordination
- Team building and leadership
- Account authorizations
- Deadline oriented
- Quality assurance
- Excellent time management skills
- Work prioritization
- Information security
- Positive and constructive feedback
Timeline
Customer Service Manager
Barburvet
02.2020 - 02.2022
Front Desk Receptionist
Dr. Robert Everett DMD
12.2008 - 12.2018
High School Diploma -
Oregon City High School