KAYLA BONASORO
Gardner,Ma
Summary
Experienced with patient scheduling, record-keeping, and front desk management. Utilizes strong organizational and communication skills to enhance office efficiency. Track record of maintaining calm and welcoming environment in busy medical setting
Overview
18
18
years of professional experience
Work History
Client Service Representative
Leominster Animal Hospital
04.2024 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Worked well in a team setting, providing support and guidance.
Client Service Representative
VCA Adams Animal Hospital
08.2018 - 05.2024
- Updated records with all interactions and customers transactions.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
- Enhanced patient flow by handling check-in and check-out procedures smoothly.
- Increased office revenue with effective product promotional strategies.
- Informed medical assistants regarding arrival and delays of patients to maintain smooth flow of schedule.
- Scheduled appointments, lab tests and procedures for patients.
- Maintained neat lobby areas and greeted each person promptly.
- Cleaned and prepared exam rooms for patients during busy periods.
- Able to use multi line phone calls with proficiency
- End of shift reconciliation
Pet Retreat Supervisor
Wachusett Animal Hospital and Pet Retreat
09.2013 - 08.2018
- Tracked employee performance to determine areas of strength and improvement.
- Executed daily opening and closing procedures to company standard.
- Inspired teams using motivational leadership style.
- Monitored numerous employee activities and assigned tasks to cover demand.
- Evaluated staff performance, communicating feedback, and setting personal goals.
- Worked hand-in-hand with cross-functional departments to maximize productivity and performance.
- Trained staff in job roles, business policies and industry best practices.
Cashier
Ace Hardware
04.2011 - 09.2014
- Promoted loyalty programs and store cards.
- Provided information to customers on products or services.
- Engaged customers in pleasant conversation while completing cash register transactions.
- Stocked store shelves and end-caps with merchandise.
- Informed customers of promotions and special offers to increase sales.
- Kept clean, organized and well-stocked checkout areas.
- Balanced cash drawer at beginning and end of each shift.
- Trained new retail team members in customer service and company policies.
- Redeemed coupons, loyalty points and benefits for purchased items.
Customer Service Representative
Toyota
03.2012 - 06.2013
- Organized and updated file systems, keeping records easily retrievable.
- Kept records current with regular transaction posting.
- Checked and audited records for correctness.
- Classified, recorded and summarized data using journals, ledgers or computers.
- Recorded, stored and analyzed information using accounting software.
- Received, recorded and banked cash, checks and vouchers.
Kennel Attendant
Hedgerow Kennels
05.2007 - 11.2011
- Offered animals positive interactions and loving care during boarding and extended care.
- Protected animal health with proper maintenance of kennel areas and exercise yards.
- Identified medical issues quickly via continuous monitoring of animals under care.
- Reduced risks of serious conflicts and harm using effective management of animal behavior and interactions.
- Learned and applied positive dog training principles in line with program requirements.
- Broke and corrected bad habits in previously trained animals.
Education
Diploma -
Athol High School
Athol, Ma06.2009
Skills
- Service Recommendations
- Account Management
- File Management
- Escalation Management
- Client Support
- Customer Education
- Outbound Calling
- Payment Processing
- Call Triage
- Veterinary Medical Records Software
- Appointment Scheduling
- Effective Multitasking
- Billing and Invoicing
- Inventory Management
- Technical Support
- Payroll Processing
- Accounts Payable and Receivable
- Cash Assessment
Timeline
Client Service Representative
Leominster Animal Hospital
04.2024 - Current
Client Service Representative
VCA Adams Animal Hospital
08.2018 - 05.2024
Pet Retreat Supervisor
Wachusett Animal Hospital and Pet Retreat
09.2013 - 08.2018
Customer Service Representative
Toyota
03.2012 - 06.2013
Cashier
Ace Hardware
04.2011 - 09.2014
Kennel Attendant
Hedgerow Kennels
05.2007 - 11.2011
Diploma -
Athol High School
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