Kenssy Icute
Los Angeles
Summary
Dedicated client service professional with a Bachelor of Science in Psychology and extensive experience in administrative support, quality improvement, and team leadership within healthcare settings. Proven ability to manage projects, analyze data, and implement process improvements to enhance patient care and organizational efficiency. Fluent in Spanish, facilitating effective communication with diverse populations.
Overview
6
6
years of professional experience
Work History
Administrative Assistant
San Francisco Animal Medical Center
Los Angeles, CA, USA
12.2023 - 12.2024
- Managed client billing, generated invoices, and processed payments using clinic management software, ensuring accuracy in financial transactions.
- Assisted management in preparing financial reports by tracking daily revenue and reconciling accounts, contributing to informed decision-making.
- Handled pet insurance claims submissions and follow-ups, collaborating with clients and insurance providers to ensure proper documentation and prompt resolution.
- Monitored outstanding client balances, processed vendor invoices, and maintained up-to-date records of accounts payable and receivable.
- Supported managers in tracking clinic budgets, analyzing expenses, and identifying cost-saving opportunities to optimize financial performance.
Client Service Supervisor
San Francisco Animal Medical Center
San Francisco, CA, USA
08.2021 - 11.2023
- Supervised and trained client service staff, ensuring exceptional customer service and adherence to clinic protocols.
- Oversaw client interactions, ensuring timely resolution of concerns and clear communication regarding veterinary services.
- Evaluated staff performance, provided feedback and coaching, and implemented process improvements to enhance client experience and operational efficiency.
- Managed staff schedules to ensure adequate front-desk coverage during peak hours, optimizing appointment flow and reducing client wait times.
- Collected and analyzed client feedback, identifying trends and areas for improvement, leading to increased client satisfaction and retention.
Emergency Coordinator
OakVet Animal Specialty Hospital
Oakland, CA, USA
06.2019 - 07.2021
- Coordinated emergency cases by triaging incoming patients, prioritizing critical care, and ensuring rapid communication between teams.
- Served as the primary point of contact for distressed pet owners during emergencies, providing clear and compassionate communication.
- Ensured adherence to established emergency protocols and facilitated continuous staff training to handle emergencies efficiently.
Education
Bachelor of Science - Psychology
San Francisco State University
San Francisco, CA2024
Associates of Science - Psychology
Los Angeles Mission College
Sylmar, CASkills
- Project Management: Experienced in coordinating projects, tracking progress, and ensuring timely completion
- Data Analysis: Proficient in analyzing data to identify trends and inform decision-making
- Quality Improvement: Skilled in implementing process improvements to enhance service delivery and client satisfaction
- Communication: Strong verbal and written communication skills; fluent in Spanish, enabling effective interaction with diverse populations
- Technologies: Proficient in Microsoft Office Suite and experienced with electronic health record systems and database management
Timeline
Administrative Assistant
San Francisco Animal Medical Center
12.2023 - 12.2024
Client Service Supervisor
San Francisco Animal Medical Center
08.2021 - 11.2023
Emergency Coordinator
OakVet Animal Specialty Hospital
06.2019 - 07.2021
Bachelor of Science - Psychology
San Francisco State University
Associates of Science - Psychology
Los Angeles Mission College