Summary
Overview
Work History
Education
Skills
Projects
Timeline
Generic

Lala Celaya

Summary

Customer obsessed, data oriented, relationship centered! Highly organized and friend to all things furry and feathered.

Overview

7
7
years of professional experience

Work History

Support Specialist

Pawp
01.2022 - Current
  • Data tracking and analysis; identified and addressed common trends and areas for improvement in regular client interactions.
  • Proposed, managed, and implemented major CX projects and processes.
  • Handled maximum capacity of 250+ direct client interactions per day, utilizing strong verbal and written communication methods.
  • Became a product expert and built strong working relationships across multiple departments.
  • Regularly maintained a customer satisfaction score (CSAT) of over 73%.

Client Intake Coordinator

SAGE Veterinary Centers
09.2020 - 01.2022
  • Trained new employees in client and best care practices, specializing in ER and CCU staff.
  • Answered 20+ advice calls daily for emergency and specialty departments after hours.
  • Served as relationship management liaison between clients and doctors.
  • Handled conflict de-escalation in high pressure, fast-paced environment.

Veterinary Assistant

Laurelwood Veterinary Clinic
01.2020 - 09.2020
  • Responsible for appointment scheduling and patient updates for clients.
  • Coordinated and handled phone calls and emails from clients.
  • Implemented impactful strategies to increase company brand awareness and engagement.
  • Oversaw client interaction processes and standard in both clinical and clerical environments.

Store Manager

Zoom Room Inc
02.2017 - 01.2020
  • Managed standard operating procedures for customer onboarding and retention.
  • Developed and maintained strong relationships with customers and suppliers through account development.
  • Planned and budgeted for major store and company events.
  • Implemented and enforced company policies and safety procedures.

Education

High School Diploma -

St. Francis
Mountain View, CA
2016

Skills

  • Cross Department Collaboration
  • Customer Success
  • Data Tracking
  • Data Analysis
  • Customer Needs Assessments
  • Project Management
  • Customer Engagement
  • Onboarding

Projects

Pet Condolence SOP

Pawp

July 2023 - August 2023

• Tracked and utilized client data related to reports of pet death to inform thoughtful, cost-effective company condolence processes.

• Developed detailed procedures and policies for company outreach based upon membership tiers and history.
• Managed weekly condolence tasks and monthly reports in accordance with established procedures and company budget.


Veterinary Etiquette Curriculum

Peninsula Humane Society

May 2023 - June 2023

• Proposed the need for clinic-specific training for nervous dogs and shelter adoptees.
• Authored and trialed curriculum for a 4 week training course specifically geared towards increasing the comfort of dogs at veterinary visits.

• Utilized data collected from pet parents, PHS dog trainers, and veterinary professionals to inform content of the curriculum.


Code of Conduct SOP

Pawp

February 2023 - April 2023

• Proposed, authored, and productized comprehensive guidelines for acceptable behavior and applicable consequences for staff and clients.
• Tracked, logged, and analyzed relevant data points from client interactions with support and veterinary staff to inform standard operating procedures.

• Collaborated with marketing, product, engineering, and risk teams in implementation of new guidelines.

Timeline

Support Specialist

Pawp
01.2022 - Current

Client Intake Coordinator

SAGE Veterinary Centers
09.2020 - 01.2022

Veterinary Assistant

Laurelwood Veterinary Clinic
01.2020 - 09.2020

Store Manager

Zoom Room Inc
02.2017 - 01.2020

High School Diploma -

St. Francis

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Lala Celaya