KELLY JARVIS
Summary
Goal-driven Client Service Specialist dedicated to providing clients with an unparalleled experience in order to enhance business operations and build loyalty. Seeking to apply quality-oriented mindset to a new role with room for advancement. Offering a results-focused nature and 30 years' experience in the field.
Overview
29
29
years of professional experience
Work History
Client Service Liaison-Office Manager
Advanced Veterinary Specialty Center
05.2022 - Current
- Interacted with clients on regular basis to quickly alleviate issues and provide updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Developed training materials for new hires, improving their understanding of company policies and best practices.
- Organized regular team meetings to discuss ongoing projects, share insights, and collaborate on strategies for continuous improvement in client services.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Created employees work schedule, approved time off requests.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
General Practice Liaison
VCA South Shore Animal Hospital
03.2021 - 05.2022
- Organized work flow for 7 General Practice Veterinarians.
- Assist doctors with client communications in person and via phone conversations.
- Review and complete department tasks throughout shift and respond to each request.
- Efficiently organize daily duties to include medical-surgical procedures, ensuring clients have updated treatment plans, review drop off protocol, collect deposits and schedule discharge appointments for all General Practice Doctors. Continuously monitoring each doctors schedules for any changes in order to provide excellent client service.
- Review lab results and report normal results to clients.
- Confirm all appointments to ensure efficient work flow.
- Assist doctors with pharmacy requests and set clients up for home delivery through our Vetsource service.
- Discuss and educate clients of importance and benefits of our wellness program-Care Club.
- Review all doctor tasks and ensure each request is handled appropriately.
- Assist doctors and technicians in examination room if needed.
- Maintain cancellation lists for clients requesting earlier appointments.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Emergency and Critical Care Liaison
VCA Hospitals
02.2018 - 08.2019
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses
- Answered customer questions via telephone, email and live chat services
- Interacted with team members across departments to research and resolve customer issues
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns
- Responded to all client inquiries and asked appropriate questions to facilitate resolution
- Provided excellent customer service by following up with clients, and responding to incoming calls
- Advocated for and acted as liaison to other departments within hospital as needed
- Coordinated documentation of all treatment activities
- Educated animal owners regarding feeding, general care, medical conditions and treatment options
- Supported all Emergency and Critical Care Veterinarians and assisted 8 new interns
- Managed over 50 customer calls per day while making upwards to 60 follow up calls daily
Client Care Specialist
Norwell Veterinary Hospital
02.1996 - 03.2017
- Greeted customers upon entrance and handled all cash and credit transactions in timely manner with high level of customer service
- Assisted customers over phone regarding scheduling, vaccine protocols, pet food orders, prescription refills
- Successfully interacted with customers and retail buyers to expedite orders
- Promptly responded to general inquiries from staff and clients via mail, email or fax
- Answered and managed incoming and outgoing calls while recording accurate messages
- Cross-trained and provided back-up for other customer service representatives when needed
- Managed quality communication, customer support and product representation for each client
- Developed new customer prospects or referrals
- Processed client payments, sent invoices, assisted clients in applying for Care Credit and placed appointment reminder calls
- Educated public about diseases that are spread from animals to humans
- Performed opening duties, including counting cash drawer and checking all equipment for proper functioning
- Organized retail store by returning all merchandise to its proper place
- Facilitated special orders in person and over phone to generate dollar amount of additional revenue
- Wrote new client guidelines for training and educating staff (Standard Operating Procedures)
- Resolved client issues by correcting immediate problems and communicating with staff
- Maintained 5 doctor's schedules including vacations
Education
Bachelor of Science - Physical Education
Bridgewater State University
Bridgewater, MA05.1995
Skills
- Excellent communication skills
- Customer service oriented
- Accurate and detailed
- Electronic medical records
- Adaptive team player with strong work ethic
- Inventory control familiarity
- Strong time management and organizational skills
- Trained new team members and delivered critical feedback to enhance and improve performance
- Customer Experience Improvement
- Money handling and insurance familiarity
Accomplishments
- Organized and oversaw client education night at Norwell Veterinary Hospital including marketing, securing guest speaker and refreshments. Assisted with campaign on Demandforce and with local businesses
- Kept current on continuing education credits to include certificates in the following classes: Compassion Fatigue and Hospital Staff and Client Interaction, Pets vs Toxic Plants: How to Tilt the Balance to Favor Your Patient, 3 Keys to Unlocking "Yes": Strategies For Increasing Client Compliance, Rabies Exposure-Keeping Yourself Safe, The Fungus Among Us: Mushroom Poisoning in Cats and Dogs and Managing Pain in the Dog & Cat.
Timeline
Client Service Liaison-Office Manager
Advanced Veterinary Specialty Center
05.2022 - Current
General Practice Liaison
VCA South Shore Animal Hospital
03.2021 - 05.2022
Emergency and Critical Care Liaison
VCA Hospitals
02.2018 - 08.2019
Client Care Specialist
Norwell Veterinary Hospital
02.1996 - 03.2017
Bachelor of Science - Physical Education
Bridgewater State University
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