Kim Mervine
Virtual Assistant
Atwater,OH
Summary
Resourceful virtual assistant offering expertise in customer service and administrative support. Detail-oriented, organized, dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet goals.
Overview
19
19
years of professional experience
Work History
Customer Service Coordinator
Pet Supplies Plus (Corporate Office)
Livonia, MI (worked Remotely)
04.2022 - 06.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Utilized Microsoft Teams, Excel, Word, 365 and Outlook, ServiceDesk, Nrmvue, CrowdTwist, Wrike and Archiver to communicate with colleagues and customers, as well as update and research data.
- Utilized Sitecore to update and cancel auto ship subscriptions and review account information.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with marketing department to manage feedback from customers on promotional activities and campaigns.
Veterinary Receptionist/Assistant
Hartville Veterinary Clinic
Hartville, OH
03.2015 - 04.2022
- Monitored and cared for animals after surgery
- Provided compassionate client services
- Educated owners about animal health, conditions and proper care
- Confirmed appointments, communicated with clients and updated client records.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Responded to inquiries from callers seeking information.
- Handled billing and payment, as well as made estimates for service
- Resolved customer problems and complaints.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered large volume of incoming calls daily to resolve customer issues and concerns and schedule appointments.
- Corresponded with clients through email, telephone, or postal mail.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted with onboarding new clients and securing paperwork completion.
Dog Groomer/Caretaker
Horning's Pet Grooming And Boarding
09.2004 - 02.2015
- Followed effective process for bathing and grooming dogs to remove dirt, loose hair, parasites and hair mats.
- Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Fed, walked and bathed animals.
- Delivered continuous focus and attention to lodged animals, promoting high level of care and oversight.
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies and other details to provide complete records and methods of owner contact.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
Education
Associate Of Applied Arts - English
Stark State/Kent State University (Dual Degree)
North Canton, OH05.2010
Skills
- Administrative Support
- Interdepartmental Collaboration
- Customer Service
- Leadership
- Verbal and Written Communication
- Time Management
- Documentation Skills
- Data entry
Timeline
Customer Service Coordinator
Pet Supplies Plus (Corporate Office)
04.2022 - 06.2023
Veterinary Receptionist/Assistant
Hartville Veterinary Clinic
03.2015 - 04.2022
Dog Groomer/Caretaker
Horning's Pet Grooming And Boarding
09.2004 - 02.2015
Associate Of Applied Arts - English
Stark State/Kent State University (Dual Degree)