Kelly Lange
Kansas City,MO
Summary
Skilled consumer affairs agent adept at resolving pet owner inquiries and understanding customer needs, leading to strengthened relationships. Dedicated to providing exceptional service and support, with a focus on enhancing customer satisfaction. Aiming to contribute expertise to a consumer affairs agent position at Hill's Pet Nutrition.
Overview
12
12
years of professional experience
Work History
Consumer Affairs Representative
Hill’s Pet Nutrition
12.2025 - Current
- Resolved consumer inquiries related to product usage and nutrition guidelines.
- Provided detailed information about pet food formulations and safety standards.
- Processed and documented consumer feedback for product improvement initiatives.
- Educated consumers on product usage and features, increasing confidence in the company''s offerings.
- Enhanced customer satisfaction by addressing and resolving consumer complaints and inquiries.
- Managed high-stress situations calmly and professionally while maintaining a solution-oriented mindset towards problem resolution.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
- Successfully defused tense customer interactions by demonstrating empathy, understanding, and genuine commitment to problem resolution.
- Provided exceptional service by actively listening to consumer needs and offering tailored solutions.
Client Service Representative
VCA Fairway Animal Hospital
06.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Investigated and resolved accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Foster Coordinator
Dogs by Debin
11.2019 - 05.2022
- Secured 100% foster-based operation within four months by expanding foster home network.
- Managed ongoing relationships with 30 to 50 volunteer fosters while achieving 90% retention rate.
- Executed recruitment, training, and retention initiatives for foster homes at nonprofit animal rescue.
- Provided essential veterinary care including vaccinations, microchipping, and preventive medications for shelter animals.
- Cultivated rapport with volunteer fosters through active engagement and tailored support.
- Employed conflict resolution strategies by practicing empathy and offering practical solutions.
Adoption Counselor/Receptionist
Unleashed Pet Rescue
06.2014 - 11.2013
- Facilitated animal adoptions
- Assessed the personalities and needs of animals to ensure good matches for pets and people
- Processed adoptions electronically using proprietary animal shelter software
Volunteer
Animal Rescue Volunteer-various organizations
10.2019 - 02.2011
- Secured licensed no-kill rescue for urgent animals residing at the Kansas City, MO animal shelter
- Transported animals to their rescues all across the country
- Expedited fundraising and supply drives
- Recruited professional photographers to boost inbound marketing
Education
Bachelor of Social Work -
University of Kansas
Lawrence, KS05.2028
Skills
- Customer service excellence
- Deadline management
- Team and independent collaboration
- Conflict de-escalation
- Electronic health records proficiency
- Level 3 Fear Free Veterinary Certified Professional
- Typing proficiency
- Microsoft Office expertise
- Critical thinking and problem solving
Timeline
Consumer Affairs Representative
Hill’s Pet Nutrition
12.2025 - Current
Client Service Representative
VCA Fairway Animal Hospital
06.2022 - Current
Foster Coordinator
Dogs by Debin
11.2019 - 05.2022
Volunteer
Animal Rescue Volunteer-various organizations
10.2019 - 02.2011
Adoption Counselor/Receptionist
Unleashed Pet Rescue
06.2014 - 11.2013
Bachelor of Social Work -
University of Kansas