Kylee Hargrove
Dallas ,Tx
Summary
Proven leader and adept communicator, I significantly enhanced member satisfaction and sales revenue at Signify Health. Skilled in CRM software and exceptional in building rapport, I successfully managed over 1200 daily calls, fostering strong client relationships and exceeding sales targets through effective member engagement strategies.
Overview
4
4
years of professional experience
Work History
Member Engagement Representative (Remote)
Signify Health
Dallas, Tx
03.2024 - Current
- Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
- Demonstrated leadership skills by guiding peers towards achieving collective goals related to enhancing overall quality and effectiveness of services provided across different organizational departments.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Demonstrated adaptability by quickly learning new technologies and processes as they were introduced into the workplace environment.
- Made average of 1200 outbound and inbound calls per day.
Veterinary Technician/Receptionist
Spay Neuter Society
McKinney, TX
11.2023 - 03.2024
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Restrained animals to protect veterinarians from potential harm.
- Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.
- Provided exceptional customer service, addressing client concerns and answering questions about pet health and wellness.
- Scheduled appointments efficiently while prioritizing urgent cases appropriately based on severity of symptoms presented by pets.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for clients.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
- Enhanced client satisfaction by efficiently scheduling appointments and managing patient records.
- Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
Veterinary Technician/Receptionist
SPCA of Texas' Jan Rees-Jones Animal Care Center
Dallas, TX
09.2022 - 11.2023
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
- Provided customer support to clients, answering questions and addressing concerns.
- Helped with training of new veterinary assistants and support staff to improve individuals' capabilities.
- Managed kennel duties responsibly ensuring cleanliness comfort safety nutrition hydration exercise monitoring recovering boarding animals.
- Increased client satisfaction by addressing concerns, answering questions, and offering valuable recommendations for pet care.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
Personal Dog Trainer/ Boarding/ Grooming/Reception
Landmark Retrievers
Ennis, TX
08.2020 - 09.2022
- Assisted clients in addressing behavioral issues such as aggression, separation anxiety, or excessive barking through tailored interventions.
- Enhanced client satisfaction by providing personalized coaching on various dog training techniques and strategies.
- Adapted training approaches to accommodate special needs or unique circumstances, such as working with senior dogs, rescue animals, or those with physical limitations.
- Promoted responsible pet ownership by educating clients on local regulations and best practices for the care of their pets.
- Established trust with clients and their pets through consistent, positive reinforcement and clear communication.
- Prepared pets for grooming by conducting thorough assessments of their coat condition, overall health, and temperament, ensuring an appropriate and safe approach.
- Delivered exceptional customer service, addressing client concerns promptly and professionally to maintain a positive reputation.
- Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
- Fed, walked and bathed animals.
- Streamlined scheduling processes for increased efficiency in booking reservations and managing space availability.
- Reduced stress levels for dogs by implementing structured daily routines and activities during their stay.
- Assisted in marketing efforts promoting our boarding services through various channels such as social media, website updates, and community events.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
Education
Certificate - Animal Health
Animal Behavior College
Valencia, CA06.2022
Waxahachie High School
Waxahachie, TX08.2019
Skills
- Performance Tracking
- CRM software proficiency
- Member retention strategies
- Staff Management
- Customer Support
- Data Entry
- Customer Service
- Inbound phone calls
- Call Control
- Appointment Scheduling
- Building rapport
- Customer Relationship Management
- Sales closing
- Team Communication
- Patient Monitoring
- Surgical Assistance
- Physical Examinations
- Reception duties
- Veterinary Medicine
- Medical record-keeping
- Client Education
- Medical History Collection
Timeline
Member Engagement Representative (Remote)
Signify Health
03.2024 - Current
Veterinary Technician/Receptionist
Spay Neuter Society
11.2023 - 03.2024
Veterinary Technician/Receptionist
SPCA of Texas' Jan Rees-Jones Animal Care Center
09.2022 - 11.2023
Personal Dog Trainer/ Boarding/ Grooming/Reception
Landmark Retrievers
08.2020 - 09.2022
Certificate - Animal Health
Animal Behavior College
Waxahachie High School