Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kelsi Hornaday

Indianapolis

Summary

Demonstrated proficiency in managing client relationships through effective communication and interpersonal skills. In a previous role, addressed client needs by prioritizing service requests and ensuring timely resolutions, which contributed to increased satisfaction levels. Experience in documenting client interactions in CRM software streamlined information retrieval and enhanced overall service delivery efficiency. Maintained comprehensive records and client files, supporting organizational goals of accuracy and organization.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Client Service Representative

IU Health Home Care
Indianapolis
04.2022 - Current
  • Built sustainable client relationships based on trust by applying excellent communication and interpersonal skills.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Delivered a high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Managed and updated physical and digital client account information to keep records accurate and current.
  • Greeted incoming customers to provide immediate, friendly, and knowledgeable support.
  • I greeted customers pleasantly and scheduled appointments for service.
  • Supported clients by handling service requests, answering questions, and acting as a consistent resource.
  • Delivered a high level of service and support to clients by ensuring that issues were responded to promptly.
  • Added new client data to the system, and made changes to old information to keep everything up to date.
  • Gathered information from clients for entry into the computer database.
  • Researched issues and made quick decisions to achieve efficient, effective resolutions.
  • Maintained client files, compiled reports, and organized company resources.
  • Attended to daily client service requests and provided support.
  • Managed client complaints with a high level of professionalism and competence.
  • Answered client questions within a 24-hour period to maximize customer satisfaction.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Personalized client experience, identifying unique needs and providing information and services to match.

Veterinary Assistant

Rockville Road Animal Hospital
Indianapolis
11.2020 - 04.2022
  • Restrained and stabilized animals during examination and treatment to prevent injuries.
  • Organized operating room ahead of procedures and assisted veterinarians during surgeries.
  • Administered immunizations, blood plasma and other medications to animals as prescribed by veterinarians.
  • Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
  • Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
  • Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
  • Trained new veterinary staff on office procedures and requirements.
  • Helped veterinarian with neutering, tooth removal and casting broken bones.
  • Documented and tracked treatment activities.
  • Operated radiographic and ultrasound equipment.
  • Assisted veterinarians in examining animals.
  • Supported veterinarians in disease management and mitigation procedures.
  • Stocked treatment rooms with appropriate supplies, scheduled appointments, answered phones and processed customer payments to boost office efficiency.
  • Documented patient information with precision to maintain records accuracy.
  • Monitored animals' recovering from surgery and notified veterinarians of behavioral changes.
  • Laid out surgical equipment and passed instruments and materials to veterinarian during surgical procedures.
  • Administered vaccines to animals and delivered blood and lab results.
  • Educated clients and public on animal health, treatment protocols and general procedures.
  • Explained disease and condition diagnoses, prognoses and treatment options to pet and animal owners to provide information for decision-making concerning care.
  • Provided animal health education to pet owners through community classes and outreach programs.

Veterinary Assistant

Noahs Animal Hospital
Indianapolis
09.2014 - 05.2020
  • Restrained and stabilized animals during examination and treatment to prevent injuries.
  • Organized operating room ahead of procedures and assisted veterinarians during surgeries.
  • Administered immunizations, blood plasma and other medications to animals as prescribed by veterinarians.
  • Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
  • Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
  • Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
  • Trained new veterinary staff on office procedures and requirements.
  • Helped veterinarian with neutering, tooth removal and casting broken bones.
  • Documented and tracked treatment activities.
  • Operated radiographic and ultrasound equipment.
  • Assisted veterinarians in examining animals.
  • Stocked treatment rooms with appropriate supplies, scheduled appointments, answered phones and processed customer payments to boost office efficiency.
  • Documented patient information with precision to maintain records accuracy.
  • Monitored animals' recovering from surgery and notified veterinarians of behavioral changes.
  • Laid out surgical equipment and passed instruments and materials to veterinarian during surgical procedures.
  • Administered vaccines to animals and delivered blood and lab results.
  • Educated clients and public on animal health, treatment protocols and general procedures.
  • Explained disease and condition diagnoses, prognoses and treatment options to pet and animal owners to provide information for decision-making concerning care.
  • Provided animal health education to pet owners through community classes and outreach programs.

Client Service Representative

Noahs Animal Hospital
Indianapolis
09.2014 - 05.2020
  • Scheduled and confirmed appointments.
  • Answered and directed incoming calls using multi-line telephone system.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Processed payments and updated accounts to reflect balance changes.
  • Sorted incoming mail and directed to correct personnel each day.
  • Greeted and directed visitors to appropriate personnel and answered average of 50 calls and emails daily.
  • Answered phone calls, provided information to callers and connected callers to appropriate people.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Answered office phone and emails to schedule appointments, answer questions, and document information.
  • Greeted incoming patients and verified paperwork to manage smooth intake processes.

Team Lead

Cherry Berry
Camby
06.2013 - 09.2014
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Trained new staff in relevant processes and procedures.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Ensured compliance with industry standards and regulations.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Fostered a culture of continuous improvement, encouraging innovation and efficiency.
  • Maintained positive working relationship with fellow staff and management.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Motivated staff through positive reinforcement techniques.

Education

Associate of Applied Science - Veterinary Technology

International Business College, Vet Tech Institute
Indianapolis
11.2012

High School Diploma -

Decatur Central High School
Indianapolis, IN
05-2009

Skills

  • Technologically savvy
  • Reception area maintenance
  • Time management
  • Emergency Response
  • Patient recordkeeping
  • Appointment scheduling
  • Verbal and written communication
  • Customer billing
  • Client Education
  • Attention to detail
  • Microsoft Office
  • Incident reporting
  • Problem Resolution
  • Cash drawer balancing
  • Patient check-ins
  • Medical charting
  • Customer service
  • Client relationship management
  • CRM software
  • Data entry
  • Issue resolution
  • Record maintenance
  • Problem solving
  • Communication skills
  • Conflict resolution
  • Team collaboration
  • Active listening
  • Training and mentoring
  • Administrative and office support
  • Shipping procedures
  • Phone etiquette
  • Problem-solving
  • Issue and complaint resolution
  • Teamwork and collaboration
  • Teamwork skills
  • Complaint handling
  • Inbound call answering
  • Remote office availability
  • Interpersonal skills
  • Multitasking

Certification

  • Emerging Leaders - 2025

Timeline

Client Service Representative

IU Health Home Care
04.2022 - Current

Veterinary Assistant

Rockville Road Animal Hospital
11.2020 - 04.2022

Veterinary Assistant

Noahs Animal Hospital
09.2014 - 05.2020

Client Service Representative

Noahs Animal Hospital
09.2014 - 05.2020

Team Lead

Cherry Berry
06.2013 - 09.2014

Associate of Applied Science - Veterinary Technology

International Business College, Vet Tech Institute

High School Diploma -

Decatur Central High School

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