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)
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
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)
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